topic Re: Abroad broadband in Mobile Broadband

Abroad broadband

AnnaSo — Mon, 18 Mar 2024 22:23:21 GMT

Good evening! I have a question. I have EE mobile broadband but I came to Ukraine for some days(sure I have Ukrainian number and tried to use mobile data from Ukrainian SIM card ), but today I received message from “1024” like : “From EE: To access the internet you'll need to buy one of our Roaming Data add-ons so you'll always know what you're spending. There are different options depending how much you want to use the internet. To buy click here for free http://add-on.ee.co.uk/text or to buy by text, reply TEXT for options”,. I don’t figure out what’s going on because I literally using my mobile data from Ukrainian number and why I received this text? Because I can’t just call from Ukraine to EE and check everything because I’m in roaming plan and this is so expensive to call them and they doesn’t have online text help ( why?). Maybe somebody can help me to understand what is going on and what I should do . Maybe you know if they have online assistant. Thank you!

Re: Abroad broadband

Katie_B — Tue, 19 Mar 2024 07:27:37 GMT

Hello @AnnaSo.

Do you have your EE mobile broadband with you in Ukraine?

If yes, is it possible your phone with your SIM to use in Ukraine is connecting to the mobile broadband?

Katie

Re: Abroad broadband

AnnaSo — Tue, 19 Mar 2024 07:30:49 GMT

I have 2 SIMCard s - Ukrainian and EE; and I don’t know how to connect to EE from Ukraine and ask them what’s going on, because they don’t have text messages ( only useless calls in my situation)

Re: Abroad broadband

Katie_B — Tue, 19 Mar 2024 07:32:41 GMT

Hi @AnnaSo.

Do you have your mobile broadband device with you?

Is the SIM inside your device an EE SIM?

Katie

Re: Abroad broadband

AnnaSo — Tue, 19 Mar 2024 07:34:13 GMT

Yes, Ukrainian is ESim, EE physical and both in my broadband device

Re: Abroad broadband

Katie_B — Tue, 19 Mar 2024 07:35:16 GMT

Have you tried taking out your EE Physical SIM @AnnaSo?

I believe the SIM will be trying to connect to your local network.

Katie

Re: Abroad broadband

AnnaSo — Tue, 19 Mar 2024 07:36:25 GMT

I need SIM card in my phone anyway - and this is not solution

Re: Abroad broadband

Katie_B — Tue, 19 Mar 2024 07:41:56 GMT

If you need to use your EE SIM, you can find information on using your SIM abroad in Ukraine HERE, you will also be able to view all available add-ons @AnnaSo.

Should you wish to speak with our customer care team Live Chat can be found in the EE app under 'Help'.

Katie

Re: Abroad broadband

AnnaSo — Tue, 19 Mar 2024 08:33:13 GMT

I can’t find help online like help assistant

Re: Abroad broadband

Katie_B — Tue, 19 Mar 2024 09:02:33 GMT

Do you have access to the EE app on your mobile @AnnaSo?

Katie

Re: Abroad broadband

AnnaSo — Tue, 19 Mar 2024 09:34:42 GMT

No, I don’t

Re: Abroad broadband

Katie_B — Tue, 19 Mar 2024 09:37:31 GMT

I would recommend downloading the EE app to your mobile and logging in to your account there @AnnaSo.

Alternatively, do you have a Skype account?

Katie

Re: Abroad broadband

AnnaSo — Tue, 19 Mar 2024 09:43:13 GMT

I already logging to the app, what next ?

Re: Abroad broadband

Katie_B — Tue, 19 Mar 2024 09:52:33 GMT

Do you see 'Help' on the bottom @AnnaSo?

If you click this you should then see the 'Message Us' option. The virtual assistant will ask some questions and then connect you with an agent.

Katie