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Can’t make calls but data and texting ok

4: Newbie

I have spent 4 hours today on chat and phone to Vodafone with no results.  I am on Global Roaming Plus and I am in South Africa which is a roam free country.  Data and texts work fine but I can’t make any UK or local calls.   It’s not a hardware issue as I have tried the sim in two phones as well as reseting my carrier settings,  The calls are being definitely blocked by Vodafone but no one can find where.  I cheap getting random messages about Spend Manager even though it is disabled and the calls I am making are meant to be free.  Two things may have caused this an expensive genuine call I made to the UAE and I believe my contract renewal date is 20/02 so I am thinking Fraud Block or a screw up on contract rollover.  Any Ideas? 

 

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13 REPLIES 13
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17: Community Champion

As you say it could be an account issue causing this but unfortunately as there is no account access via this forum anymore you would need to persevere with customer services and or the Vodafone Social Media Teams via Contact-us-for-account-specific-queries. 

Have you perhaps tried changing to another network via the network settings in your phone.

As your also roaming on another countries network that Vodafone UK have no direct access ir control over they cannot guarantee that everything will work.

I wish you all the best with this situation. 

Current Phone > Samsung Note 10+ 5G _256Gb > Model: SM-N976B.

Samsung One Ui 2.0  / Android 10.

 

Samsung Gear s3 Frontier Watch.

Samsung Galaxy Buds.

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17: Community Champion

Hi @petetobin 

 

There was a thread similar to yours here:  https://forum.vodafone.co.uk/t5/Pay-monthly/5-Hours-on-Live-Chat-with-no-resolution/td-p/2652539

 

This can well be connected to the way the call is routed through the South African network.

 

If you follow the link to contract the Social Media Team (as suggested by @BandOfBrothers ) this will provide the necessary account access to find the reason for you being unable to make calls when you are roaming in South Africa.

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4: Newbie

Thanks, good spot.  I am not going to waste my time as I am back in the UK tomorrow but it has made me realise how bad the Vodafone servicing organisation is.  The next typing I will do will be to file a complaint and a compensation claim.  I know it's difficult trying to help when there is some form of fault in the system but it was how bad the servicing experience was that surprised.  Being asked to do the same thing each time I called (so no case management), incorrect information, agents unable to understand my English accent and worst of all the Tobi Bot which has been introduced into your servicing flows and is frankly useless.

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4: Newbie

I have made it to Qatar and I still can't make any calls.  Thank goodness for Skype and WhatsApp.

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Moderator

Not been able to make calls from a number of countries can be caused by a couple of things @petetobin, the first and quickest thing to check is you're using the international dialing code when making calls. If this is correct, we need to make sure there's no bars preventing you making calls whilst abroad. Our Live Chat team can check this for you. Alternatively, pop us a message on Facebook or Twitter and we'll be happy to take a look 😊

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4: Newbie

I posted 3 weeks ago that I couldn't make calls when I was overseas.  Vodafone still can't get it fixed and I get the same problem in multiple handsets.  Data and Texts work fine and I have tried it in 3 countries.  I don't have Spend Manager switched on.  I am convinced there is a call block set by Vodafone somewhere but they think now it might be that I need a new SIM.  Before I am screwed for my 4th overseas trip, can someone tell me if a SIM problem can cause this type of issue?

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17: Community Champion

It might be worth turning the Calls While Overseas bar on and then (when you've had comfirmation) back off again.   SIM issue can present themselves in a variety of ways and the only way you'd find out if this is the cause would be to go for a replacement.  I think I'd try both possibilies and see if that works.

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17: Community Champion

I agree @petetobin this does sound like an account issue.

The Vodafone Social Media Teams via Contact-us-for-account-specific-queries and would be able to double check.

Current Phone > Samsung Note 10+ 5G _256Gb > Model: SM-N976B.

Samsung One Ui 2.0  / Android 10.

 

Samsung Gear s3 Frontier Watch.

Samsung Galaxy Buds.

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4: Newbie

I’ve tried every route possible for the last three weeks but I am sent round in circles and asked either stupid questions (am I putting +44 in front of it) or repeat stupid actions like a Network Reset when I have explained it is handset independent ie doesn’t work in any.  I have played around with the bars, Spend Manager etc but no joy.  I just can’t seem to be able to escalate this to someone who can solve it.  I suspect I will have to take the new SIM and be back in this loop on my next trip.  Personally I am sure it is a block at Vodafone as once it actually connected for a second or two.  

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17: Community Champion

Talk to the Social Media Team as they'll be able to go away and investiagte fully rather than try to fix things while you're on the phone (or chat).

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4: Newbie

Twitter team can't help but I will try this route as well.

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4: Newbie

After 4 weeks and hours and hours of wasted time, I am still unable to dial any international numbers (as detailed in my previous posts).  So I have decided to go straight to the top and I have emailed Nick Jeffery.  I hear he's a good bloke so I will report back on progress.  

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4: Newbie

I am now with the Directors Complaints team which means at least I get a consistent case handler.  The guy told me there was a fraud block on my account but didn't explain why and when it was applied.  He had it removed but after 24 hours the phone still isn't working and he says it may not right itself until I come back to the UK (where I know the phone works).  Frankly I am far from convinced.

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