Cannot make calls in Australia

[IainFlynn]

I'm in Australia and have a UK O2 pay monthly SIM with the all inclusive travel add on. All was well until recently (Dec 24) but now I cannot make any calls including to O2 helplines. Nor can I find a way to report the fault on their annoying website. At first I thought it was only wifi calls that had stopped but now I note that when I switch roaming on even ordinary calls are not working. However the phone still picks up texts and data, and can I can make calls on wifi with WhatsApp. What should I do?

[TallTrees]

Hi @IainFlynn 

There have been a number of o2  customers experiencing problems roaming in Australia. 

This is down to a new policy by the Australian Government.

The link below explains. It also includes a checker so you can find out if your phone is compatible and how you can get more information.

Hopes this helps

https://www.getnomad.app/blog/will-my-phone-still-work-in-australia-3g-shutdown

[pgn]

See if enabling Volte or 4G calling on your handset helps, @IainFlynn - as pointed out by @TallTrees above, lots of things are changing very rapidly in Australian Telco arena. 

Try manually searching for a network, and try it even if it says "Forbidden Network" - you may get one that you can use, but manually searching for networks is going to be a feature of roaming in Oz until things settle.

https://community.o2.co.uk/t5/Discussions-Feedback/Roaming-in-Australia/m-p/1765855/highlight/true#M...

Good luck!

[Enlli]

Almost certainly down to the policy now in place by the Australian Networks.

See my post

https://community.o2.co.uk/t5/Discussions-Feedback/Roaming-in-Australia/td-p/1765855

The network needs two things

1. Your handset is on the approved list (the article has a link to an IMEI checker)

2. Your phone has 4G calling (VoLTE) turned on.

Try using Vodafone who are less strict

Make sure calls to the UK start +44

[Cleoriff]

@IainFlynn 

If still having issues and need to contact O2, you can use Skype Guide: A Guide to Skype 

Also go for the social media team who are UK based and seem to be more on the ball

You will need to send them a DM via any of these links

Facebook (  https://o2uk.co/O2CFB) , Twitter (X)(  https://o2uk.co/O2CTW) or Instagram (  https://o2uk.co/O2CIG) , they should be able to help.

Guide: How to find help & contact O2 

[Enlli]

Some more info re Australia 

Mobile service providers are best placed to advise if your device may be affected. There are several ways you can check your device:

• Telstra
  • Visit: www.telstra.com.au/support/mobiles-devices/3g-closure
  • Call: 13 22 00
  • SMS '3' to 3498 for an automatic response on your device's 4G network compatibility.
• Optus
  • Visit: www.optus.com.au/3g
  • Call: 13 39 37
  • SMS '3' to 3498 for an automatic response on your device's 4G network compatibility.
• Vodafone/TPG Telecom
  • Visit: 3G Network Closure FAQ | TPG Support
  • SMS '3' to 3498 for an automatic response on your device's 4G network compatibility.
• Industry IMEI lookup tool
  • Visit: www.3gclosure.com.au and follow the link to 'Check my mobile phone' to access the IMEI lookup tool

Customers of other mobile service providers should contact their relevant service provider directly.

You can also visit www.3gclosure.com.au for general information on the types of devices that may be impacted. AMTA, the organisation that hosts that website, is the peak industry body representing Australia's mobile telecommunications industry.