topic Data roaming in US in Mobile Data

Data roaming in US

Tom251 — Thu, 11 Aug 2022 14:20:05 GMT

Boy am I annoyed at the moment. My wife, and both sons all have EE monthly contacts. We are in the US and no one can access any mobile data.

All 3 have received messages 3 days ago saying that the roaming plus pass was activated, presumably being charged 9.50 +vat. My eldest son gave up trying even after being in with a live chat person, and bought an e-sim.

all have flight mode off, roaming on.

I am the bill payer and have access to the myself app and have activated ( I think) everything I need to.

today, in (still) trying to get my wife’s phone working I have tried to turn the enable roaming off and on to see if it would change anything. As I turned it off, I got a message saying you have turned off roaming, this may take 24 hours to go through. She has now lost network access here and cannot text. Presumably in 24 hours I can turn this back on, but have to wait another 24 hours for it to activate, by which time we will be almost home.

vey annoyed at the service we have been provided with. Any help gratefully received.

Re: Data roaming in US

Jon_K — Thu, 11 Aug 2022 17:42:37 GMT

Hi @Tom251.

Were you able to change your settings form user to bill payer in your account?

Have you tried reactivating roaming on her number?

Jon

Re: Data roaming in US

XRaySpeX — Thu, 11 Aug 2022 19:11:42 GMT

Turning Roaming OFF is counter-intuitive when you are roaming.

Re: Data roaming in US

Tom251 — Sat, 13 Aug 2022 12:37:36 GMT

Thanks John, no I wasn’t.

Re: Data roaming in US

Tom251 — Sat, 13 Aug 2022 12:39:35 GMT

I agree it is, however I thought a simple turn it on and off again might help. However even though it is all now back on in the app, 48 hrs later my wife still cannot send or receive any texts or calls, never mind mobile data.EE will be losing 3 accounts on our return home.

Re: Data roaming in US

Leanne_T — Sat, 13 Aug 2022 12:42:46 GMT

Hi @Tom251

Have you tried manually searching for a network and selecting a different available network?

Leanne 🙂

Re: Data roaming in US

Tom251 — Sat, 13 Aug 2022 12:42:47 GMT

John, I did try turning roaming off to turn it back on again, it took 24 hours to turn it off and now although the my ee app shows it is back on, my wife has no text access even 48 hours later.

Re: Data roaming in US

Tom251 — Sat, 13 Aug 2022 12:43:58 GMT

Hi Leanne, yes, only t mobile shows up.

Re: Data roaming in US

Leanne_T — Sat, 13 Aug 2022 13:23:41 GMT

Thanks @Tom251

In this case, please get in touch with our mobile care team who can get this looked into further.

Leanne.

Re: Data roaming in US

Tom251 — Sat, 13 Aug 2022 13:41:06 GMT

Hi Leanne I spent a while on this issue at the start of the week with an ee advisor, as has my son, before he gave up and bought a virtual sim. I wish we had done the same. As we are leaving tomorrow I am reluctant to give up anymore holiday time staying in the hotel where I have Wi-Fi to sort this out when I could be in the city exploring. We’ll just go old school and use paper maps, ask for directions and duck into shopping centres for wifi

Re: Data roaming in US

Leanne_T — Sat, 13 Aug 2022 14:51:33 GMT

I'm sorry we could not resolve this on the community for you @Tom251

Please call us when you get back and the team will get this looked into for you.

Leanne 🙂