topic Re: Unable to activate roaming abroad in Mobile Services

Unable to activate roaming abroad

Snoble11 — Thu, 23 Jun 2022 14:58:39 GMT

I used the live chat this morning and they added the ROAMING add on however on the website the toggle won't allow me to enable roaming. I have tried asking in the live chat but it's been almost 3 hours and still no response. I need this sorted asap as I am abroad for over a month and need my data. I have also added the £10 extra international contract usage. Please help!

Re: Unable to activate roaming abroad

XRaySpeX — Thu, 23 Jun 2022 15:02:27 GMT

@Snoble11 : If you can't enable the Roaming Abroad and the Call Abroad & Premium Rate settings of your online MyEE, you will need to call CS. Try calling CS on the Freephone no. in my sig. via Skype over WiFi. It should be free.

Re: Unable to activate roaming abroad

Christopher_G — Thu, 23 Jun 2022 15:02:28 GMT

Hi @Snoble11

Welcome to the community.

It can take up to 24 hours for roaming to activate, sometimes a little longer when abroad already.

Have you tried manually connecting to a different network?

Chris

Re: Unable to activate roaming abroad

Snoble11 — Thu, 23 Jun 2022 15:04:22 GMT

It won't let me click the button and just comes up with "we are unable to make these changes". The original CS chat person said I needed to click the toggle for it to work at all but it won't let me

Re: Unable to activate roaming abroad

Snoble11 — Thu, 23 Jun 2022 15:05:33 GMT

Also it won't allow me to manually connect to a network

Re: Unable to activate roaming abroad

Christopher_G — Thu, 23 Jun 2022 15:47:42 GMT

OK thanks for explaining, @Snoble11. We'll do our best to help.

Did the person you spoke to confirm that roaming is set up from our side, or not?

Are you with anyone who is able to use their phone?

Chris

Re: Unable to activate roaming abroad

Snoble11 — Thu, 23 Jun 2022 17:17:03 GMT

Yes they said roaming was set up on your side. My family at home are trying to call and sort it now as no reply on live chat almost 4 hours later

Re: Unable to activate roaming abroad

Christopher_G — Thu, 23 Jun 2022 17:19:47 GMT

Thanks, @Snoble.

If it's set up on our side, that's the main thing, even if it isn't allowing you to enable in your My EE account. Live chat doesn't work as smoothly when you're abroad as when you're here in the UK.

Hopefully your family can get this sorted with customer services. Please keep us posted on what happens.

Chris