Unable to hear calls when roaming

[Grid]

Morning.

My wife and I have Samsung phones, S20 and S22. We are both in Spain. I travelled through France seperately. Neither of us can hear any incoming calls and neither of us can hear outgoing calls to each other. If I call a mobile in the UK it works, if I call a landline in Europe only I can hear the call, my wife can do literally nothing.

We used the same phones without any issues earlier in the year in France.

have checked data roaming and call settings as well as Sim settings. If I change mine to International and reboot it will not connect to a Network at all, my wifes is set to International and is connecting but not working.

We have done done aircraft mode on anf off, powered down an up as well as checking for network messages which are showing as done.

I note numerous people with the same issue. Tech support on chat gave up.

Any offers of help I have not tried gratefully accepted.

Richard

[Reece_MH]

Hi @Grid / Richard,

Thanks for your post, and a warm welcome to our Community Forums.

I'm sorry to hear you're having problems with yours, and your Wife's SIM Card when abroad. When changing your device to International, are you able to select a specific provider from the list?

Have you received a text message to confirm you have entered Spain, and roaming is now active?

Cheers,

[Grid]

Hi, no text for France and Spain this time round, but I sent a text to 789922 which confirms installation of browser and MMS.

Data is not an issue and unlike at home I am even getting the odd bit of 5G coverage!

[Reece_MH]

Hi @Grid,

Thanks for coming back to me with those details. Unfortunately, it is harder to diagnose Roaming issues as we don't operate the masts, but rather have partnerships with the local providers in the country.

To confirm, do you have services such as Wi-Fi Calling disabled on your device? In addition, do you have any devices connecting to Bluetooth when answering these calls? Sometimes, having something such as a Galaxy Watch can affect the calls.

Cheers,

[Grid]

Thanks

Neither of us have wifi calling on.

We have both tried dumbing our phones right down so tried with both wifi on, wifi off, roaming on, roaming off. No VPN is on.

Checked numerous times our account settings are roaming on, call barring off.

We have tried manual network setting.

We have the exact same phones as we used in France perfectly normally in April.

We have not changed Sims but have both removed and cleaned them.

Getting silly now as we are getting booking cancelled as staff cannot speak to us and we cannot call them. First world problems I know, but having been a user of Roaming back when I needed a loan after I came back home to pay off the bill , it's a tad frustrating!

Richard

[Travis_M · Accepted solution]

Hi @Grid

Thanks for posting on our community forum!

Just to clarify - do you experience the issues everywhere you go when abroad? Or is it in certain locations, does one SIM work sometimes when the other can't connect?

Regards

[Grid]

This pretty much everywhere in France and the Coast / Barcelona area of Spain, so far. I spent a few days in France in Paris, Toulouse and South Coast and have never been able to hear calls.

I should point out that all calls ARE CONNECTING and are just unheard. All calls are showing with correct duration on my online bill.

Richard

[Martin_N]

Thank you for that information. We have looked into this and we are aware of this issue. 

We are working to resolve this as soon as possible.

^Martin

[Grid]

Martin

Your Twitter team suggest I come back here for a resolution.

They suggest you have access to my accounts

To say I am frustrated after 5 days is a little understated.

If there is a "known problem" can you please enlighten everyone what it is, pass me a reference number and give me some idea of a resolution as I may have to change supplier. Others on O2 and 3 are having no problem using their sims in my phone!

Richard

[Martin_N]

My apologies for that Grid. I will ensure to advise them on this. Do you have a link to the twitter post? Just so I can refer to this. 

While we can access accounts over our community site, as this is already being investigated. We would need to wait for that. 

I have reached out to the relevant team to request for any available reference number for that. 

Once I hear back from them, I will update yourself. 

^Martin