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Level 1: Joiner
Posts: 1
Registered: ‎14-02-2020

Problem with phone calls abroad

Hi i need a help. I am in Poland nów and after a few weeks being here I started to have a problems with my Network. Nobody can phone me and I can not make a phone calls as well. Roaming is on and my a count is topped up. Please help. Thanks
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Registered: ‎04-04-2012

Re: Problem with phone calls abroad

@Lukasz35 

As you mention some "weeks" check the T&C's to see if your services have been restricted.

You may only use our services in our Europe Zone (excluding the UK) for periodic travel, like holidays or short breaks. Your data usage may be limited in our Europe Zone (excluding the UK) at a lower level than you data allowance in the UK if you’re a Pay As You Go customer. Once you go over this limit you’ll be charged. For these limits and charges please see www.o2.co.uk/help/pay-as-you-go/roaming-in-europe.
What to avoid: Using our services for the first time outside of the UK, using a large volume of your allowance (be that text, calls or data) in our Europe Zone (excluding the UK), or using our services and travelling within our Europe Zone (excluding the UK) for prolonged periods which don’t follow reasonable consumer holiday and travel patterns and behaviour. If you use our services outside the UK in our Europe Zone for 63 or more days in any four month period and you cannot demonstrate prevailing use and / or presence in the UK this is likely to be deemed to be an unfair use of our services. In such an event we will notify you and then after two weeks charges will apply (the “Surcharges”). For Pay Monthly and Pay As You Go customers the Surcharges are £4.50/GB for data, 3.3p/minute for calls and 1p/text for texts. These charges will cease to apply if you can subsequently demonstrate prevailing use and / or presence in the UK.

 

https://www.o2.co.uk/termsandconditions/mobile/o2-consumer-fair-usage-policy

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
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Posts: 87,010
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Registered: ‎14-01-2013

Re: Problem with phone calls abroad

@Lukasz35 

The above may well be the reason. O2 will restrict usage if they feel you are outside the permitted allowance of time for holidays and travel. As @MI5  said.

If you want to check you could also contact customer services Guide: How to find help & contact O2 They will let you know.

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Level 4: Observant
Posts: 168
Registered: ‎04-08-2016

Re: Problem with phone calls abroad

Contact cs
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Level 1: Joiner
Posts: 3
Registered: ‎14-02-2020

Re: Problem with phone calls abroad

Hi , one hour ago I’m add bolt ons to my plans ,I got message ACTIVE Now but still I can’t call to another country , what’s wrong ?
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Registered: ‎04-01-2009

Re: Problem with phone calls abroad

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Posts: 100,735
Topics: 547
Solutions: 12,817
Registered: ‎04-04-2012

Re: Problem with phone calls abroad


@Paul87 wrote:
Hi , one hour ago I’m add bolt ons to my plans ,I got message ACTIVE Now but still I can’t call to another country , what’s wrong ?

Have you turned phone off and on again?

If you need to call a country that's not in UK or EU (when in EU) you will need to add credit, not a bolt on.

Guide How to Top Up (PAYG) 

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
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Level 1: Joiner
Posts: 3
Registered: ‎14-02-2020

Re: Problem with phone calls abroad

International calls
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Posts: 100,735
Topics: 547
Solutions: 12,817
Registered: ‎04-04-2012

Re: Problem with phone calls abroad

[ Edited ]

@Paul87 

You have posted in PAYG. Can you confirm if you are PAYG or monthly contract please?

PAYG International help here https://www.o2.co.uk/shop/sim-cards/uk-and-international-bundle

If you aren't calling one of the included countries you still need credit.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
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Posts: 87,010
Topics: 731
Registered: ‎14-01-2013

Re: Problem with phone calls abroad

@Paul87 

Look at this Guide: Roaming MegaGuide 

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