Cannot make phone calls from Portugal

Hi ​@cfaria 

Welcome to the KPN community.

It's frustrating that you can't make or receive calls in Portugal, and probably also can't access the internet on your smartphone.

The best thing you can do now is manually search for an available mobile network, which should allow you to do everything without any problems.
You can do this in your smartphone's settings, under "Mobile Network" or "Network Settings."
Once your smartphone has finished searching, you'll see the available mobile networks listed, and you can then choose one.

In Portugal, you can choose from the following networks:

• MEO
• Vodafone
• NOS

Once you've made your selection, turn your smartphone completely off (not on airplane mode) and turn it back on after 3 minutes.
This will allow the SIM card to reconnect correctly to your chosen network.

Let us know if this resolves the issue.

Hi Michel Thanks! I've tried all those things.

Data access is fine interestingly, otherwise it would be very difficult to perform work. Seems like restrictions to voice phone calls. Strangely, even wifi calling doesn't work. 

Thank you again for your help and attention.

Cheers

CF

Hi ​@cfaria 

Thanks for your reply.

So, using the internet on your smartphone isn't a problem, which means we can confirm that you are registered with one of the Portuguese mobile providers.

In addition, making and receiving calls should work normally, so there's something wrong there.
It's best to call customer service from another mobile phone (a traveling companion's) or a landline (e.g., a payphone) so a representative can check your mobile connection to determine what's wrong.

KPN customer service phone number:

• From another mobile phone: +31 6 12001200
• From a landline: 0031 6 12001200

Hi ​@cfaria,

It's great that your partner contacted KPN customer service, so you now know for sure that the problem is with the Portuguese provider and not with your KPN connection.

However, if there are problems with the mobile network you're logged into in Portugal, that doesn't automatically mean the problem is also occurring on the other two mobile networks.

So, let your smartphone search (manually) for available mobile networks and then select a different mobile network than the one you're currently logged into.
You have a choice of three different mobile networks in Portugal.

So, select a different mobile network and then try calling your partner.
If that works, have your partner call your mobile phone number to check that incoming calls are also being received correctly.

So, if you're currently on the Vodafone network, for example, choose the MEO or NOS mobile network.

Roaming contracts are often fixed for a longer period, so that's unlikely to change anytime soon.

Finally, I was very pleased to assist you with my help.