Roaming stopped working

[SportiveUK]

After 10 years without any issues with BT we have suddenly found today that our EU roaming has stopped working. We travel a lot and have never had any problem.

I can't call BT and I can't get into my account as 2FA will only send me a text. All 4 phones on our account are the same.

We need to be able to send and receive calls from family whilst abroad so this is a big issue.

Our plan has always included EU roaming so it's a mystery as to what is going on.

How can I get to someone at BT to look into what is going on with my account and mobile services?

Thanks 

P.s. even though my phone is set to call over WiFi, trying the number to call from abroad fails on all the phones.

[SportiveUK]

I should also note that BT support advised me to change the spending cap to zero last month as some erroneous charges appeared which were deemed to be incorrect and were refunded. This was their specific instruction and I was assured it would have no impact on using the phone abroad. 

If that's what has messed things up I now have no way of sorting it. Even the mobile app tries to send me a text message.

[imjolly · Accepted solution]

If your spend limit is set to zero then that is probably the reason you cannot use your phone.  you can try billing using message now and see if they can help you  https://www.bt.com/help/contact-bt/account-and-billing/broadband