topic Re: My phone won’t work abroad in Mobile Data

My phone won’t work abroad

Dav78 — Wed, 07 Jun 2023 14:44:49 GMT

I’m currently in Cyprus and my phone won’t work. I have roaming enabled on my account, I’ve tried every different network but still nothing. My wife and sons phones on the same account work fine. I really need it for work purposes, trying to speak to someone at EE is impossible. I’ve also tried rebooting it several times and still nothing.
Please help

Re: My phone won’t work abroad

Leanne_T — Wed, 07 Jun 2023 15:31:43 GMT

Hi @Dav78

Thanks for coming here.

Please call us from one of the other phones and the team will get the account looked into to make sure everything is set up for you.

Thanks.

Leanne.

Re: My phone won’t work abroad

AnnaM12345 — Fri, 04 Aug 2023 05:31:23 GMT

I am in Cyprus and having exactly the same problem (and have never had this in previous years). I upgraded to a new phone and contract in July 2023 thinking this would be a good idea ahead of my trip....

So initially, it was working fine. Then, after a couple of days it stopped working completed. I got a text message saying that roaming wasn't enabled (even though I had requested this when I upgraded). So I did the ROAM EU text to 150.

Then I got a text saying I'd reached my spend cap (didn't realise I had one) so I set this at £5 (again by using the text facility) so that I could start using my phone again. This didn't work, roaming still won't connect. And when I go onto my account - it says that no spend cap has been set up (yet I have a text saying it has).

I carried on trying to get it working and eventually reverted to chat. The first chat assured me that everything was set up on my account and advised me to reboot the phone, and also to de-select automatic on network selection, and instead to select one manually. Tried this....didn't work.

So then I went onto chat again where they unhelpfully told me that they couldn't guarantee coverage, I can see 6 networks to select from manually - and none of them are working. They again assured me that everything is set up correctly on my account and should be working.

I have two other EE customers with me in Cyprus, and both of their phones are working fine, and have connected to roaming.

I also thought that maybe I needed to add a data bundle, so went onto my account (business) and added the 500mb - but this hasn't made a difference.

Please can someone help me? I'm worried I will have been charged for roaming in the early days when I arrived, and I'm also worried that it now won't work at all.

Re: My phone won’t work abroad

Katie_B — Fri, 04 Aug 2023 06:13:34 GMT

Hello @AnnaM12345.

Are you in the Norther or Southern part of Cyprus?

Do you have the Roam Abroad Pass or Roaming as an inclusive extra in your plan?

If you are in the southern part to use your phone abroad and use your services as you would in the UK including data you will be charged £2.29 per day or will require the roam abroad pass which is a charged £15 per billing period. This will require you to have a higher spend cap to allow roaming charges.

More information can be found HERE.

Katie

Re: My phone won’t work abroad

AnnaM12345 — Fri, 04 Aug 2023 08:03:55 GMT

Hi
I am in Southern Cyprus.
Many thanks
Anna

Re: My phone won’t work abroad

Katie_B — Fri, 04 Aug 2023 08:06:20 GMT

Thanks for getting back to me @AnnaM12345.

Please try raising your spend cap and see if this allows you to use your services.

Katie

Re: My phone won’t work abroad

AnnaM12345 — Fri, 04 Aug 2023 08:23:06 GMT

I've logged onto my account (through a laptop) as setting up the spend cap doesn't seem to work. When I select this feature on my account, the page just says this (I have tried a few times, have refreshed etc)

Well, this is awkward

Not your fault - something went wrong our end. Hit refresh or come back later when we’ve fixed things

Re: My phone won’t work abroad

Katie_B — Fri, 04 Aug 2023 08:28:24 GMT

Hi @AnnaM12345.

Aer you using the app or My EE online?

Katie

Re: My phone won’t work abroad

AnnaM12345 — Fri, 04 Aug 2023 11:30:22 GMT

Hi, I'm logging on to my account through a laptop.

Re: My phone won’t work abroad

Katie_B — Fri, 04 Aug 2023 11:35:55 GMT

Hi @AnnaM12345.

If you are unable to do this via your My EE account then our customer care team will be able to this via Live Chat or Facebook.

Katie

Re: My phone won’t work abroad

AnnaM12345 — Fri, 04 Aug 2023 12:00:22 GMT

Hi, I'm afraid I've already been on chat 4 times now, and they just send me round in circles - turn it off / disable auto-network selection etc.

Is there a number that I can call please to speak to someone in the UK please?

Many thanks
Anna

Re: My phone won’t work abroad

Katie_B — Fri, 04 Aug 2023 12:07:16 GMT

Hi @AnnaM12345.

I completely understand.

Yes of course, our customer care team can be contacted on +44 7953 966 250.

Please ask the team to try increasing your spend cap to see if this allows roaming.

Katie