topic Re: EU data roaming unavailable in Mobile Data

EU data roaming unavailable

Catwater — Fri, 17 Jun 2022 21:36:14 GMT

I have a new IPhone 13 with EE, with EU roaming included in the contract. 4G works fine in uk but does not appear on my phone anywhere in EU, I have been to Spain and now in Germany. I can make calls and non-data texts, and haven’t been charged for doing so, But I nearly missed a flight as I needed to access some information online in airport, with minutes until check-in closed…very stressful not having data!

I have called 150 technical support and followed all instructions about resetting network settings, switching phone on/ off etc, Nothing changes. Is there some systemic problem with EE providing data in EU? Where do I go for help next? My contract is basically invalid.

Thank you in advance for advice

Re: EU data roaming unavailable

Chris_B — Fri, 17 Jun 2022 21:45:02 GMT

@Catwater Have you tried enabling data roaming on the device in settings>Mobile data options?

Re: EU data roaming unavailable

Catwater — Fri, 17 Jun 2022 21:52:06 GMT

Yes it’s on.

Re: EU data roaming unavailable

Leanne_T — Sat, 18 Jun 2022 06:54:15 GMT

Thanks for checking this @Catwater

Have you tried manually selecting a different network?

Speak soon 🙂

Leanne.

Re: EU data roaming unavailable

Catwater — Sat, 18 Jun 2022 07:23:55 GMT

Thanks for helping Leanne! I am unable to manually select networks on my iPhone 13. I can force it to look for a new network by resetting network settings. I have done this many times in 2 countries in 4 locations, there is no 4g for me anywhere:(

Re: EU data roaming unavailable

Leanne_T — Sat, 18 Jun 2022 07:25:58 GMT

Hi there @Catwater

Could you try going into Settings > Mobile Data > Network Selection > Turn off automatic, do any networks show available?

Could you try these and see if you can use data?

Leanne 🙂

Re: EU data roaming unavailable

Catwater — Sat, 18 Jun 2022 08:14:33 GMT

I am unable to manually select networks, or turn off automatic network selection on an iPhone 13 see screenshot of my settings…

Re: EU data roaming unavailable

Leanne_T — Sat, 18 Jun 2022 08:20:53 GMT

Thanks @Catwater

I've sent you a private message on here for some extra details.

Speak soon.

Leanne.

Re: EU data roaming unavailable

Catwater — Sat, 18 Jun 2022 08:32:42 GMT

Thanks Leanne I have replied to pm

Re: EU data roaming unavailable

Leanne_T — Sat, 18 Jun 2022 08:39:39 GMT

Got it thanks @Catwater 🙂

Re: EU data roaming unavailable

Shauna_cottle — Sat, 25 Jun 2022 14:06:20 GMT

Hi,

im in tenerife and seem to be having the same problem. I’ve tried all the suggestions above is there anyway you can help.
Thanks

Re: EU data roaming unavailable

Catwater — Sun, 26 Jun 2022 05:47:11 GMT

Hi Shauna,

I have almost resolved my problem hopefully! The community support team put me through to billing in the end, there was an issue with the type of contract I had been given. So maybe that could be your problem too?
Now that the EE default position is to charge everybody for using their phone in the EU it seems getting roaming included is a very difficult thing indeed, their systems are not set up to allow it.

I have yet to try my phone again in the EU so am not 100% sure it is fixed, I really hope so or I seriously regret renewing with EE

Re: EU data roaming unavailable

Jon_K — Sun, 26 Jun 2022 08:17:35 GMT

Hi @Shauna_cottle.

Welcome to the community.

Is data roaming enabled on your phone?

Can you see if roaming is enabled in your My EE Account?

Jon

Re: EU data roaming unavailable

_MrR_ — Sun, 26 Jun 2022 08:52:36 GMT

The screenshots you've shared show you have 'mobile data' switched on but don't confirm if you have data roaming.

From the page on your screenshot, click on the line and another menu will open up. You'll see Data Roaming towards the bottom. Ensure it's toggled on.

Reason I say that is if roaming was blocked at the network level, it'd usually mean you'd get no connection at all. However you've said that calls and texts are working fine.

Data Roaming will be toggled off as the default option on an iPhone so you'll have had to go in at some point in the past to turn it on.

Re: EU data roaming unavailable

Catwater — Sun, 26 Jun 2022 14:00:37 GMT

I did check this on advice of tech support at EE (ring 150 from anywhere). I’ll show screenshots of how to do this because it’s not obvious on iPhone!

Re: EU data roaming unavailable

Catwater — Sun, 26 Jun 2022 14:02:32 GMT

Re: EU data roaming unavailable

_MrR_ — Mon, 27 Jun 2022 05:12:44 GMT

Hey @Catwater

Thanks for sharing. That's exactly what I was referring too.

So the setting is set to ON. Was it on whilst you were away as well (assume you're back now as this has been going on a while?)

Assuming it was, then genuine head scratch moment from me 👍

Re: EU data roaming unavailable

Catwater — Wed, 29 Jun 2022 14:36:20 GMT

Back in Germany, and 4g has appeared on my iPhone so it was a billing issue not phone problem.

Probably worthy of a whole different thread- I renewed with EE on the explicit proviso that I had free EU roaming included as I work in Europe up to 20 days a month. I had my pac code ready to switch to O2 which is still free roaming. The agent said yes, EU roaming included so I signed on the dotted line. However, he had basically lied and I was put on an EE essentials plan which does not include EU roaming.
Customer service have sorted it now but it caused me 3 weeks of hassle and numerous phone calls to tech support. I am most unimpressed with EE atm.

Re: EU data roaming unavailable

_MrR_ — Wed, 29 Jun 2022 14:39:36 GMT

Understand your frustration. It should have been obvious when you first raised this.

Strange though your calls and texts had worked on a tariff that had no roaming. The fact it was only impacting your data was the thought process behind data roaming being switched off.

Glad you’re sorted though 👍🏽

Sent from my iPhone