topic Re: Re: Roaming blocked in Mobile Services

Re: Roaming blocked

nickhinch — Sat, 30 Jul 2022 09:15:41 GMT

I have the same issue. The help support team said they had unblocked it. It's still showing blocked on my EE page and asks me to text 150. I can't do that as I have no network at all! I specifically bought extra roaming too. Not happy

Re: Re: Roaming blocked

nickhinch — Sat, 30 Jul 2022 09:08:56 GMT

I specifically set up and paid for roaming in the US. Now I'm here it says roaming is blocked, it won't let me enable it. Instead it says there is a problem, text 150. I have been on the help chat for over an hour, still not solved. All I can do with the phone is connect to hotel WiFi. Very unhappy

Re: Re: Roaming blocked

James_B — Sat, 30 Jul 2022 09:18:09 GMT

Hi @nickhinch,

Welcome to the EE Community. 🙂

What did our chat team advise? Did they confirm roaming has been activated on your account?

James

Re: Re: Roaming blocked

nickhinch — Sat, 30 Jul 2022 09:19:59 GMT

Hi, yes the person on chat said they had enabled it but even though I have shut the phone down and started again it still says roaming is blocked. Very frustrated, don't know what to try next

Re: Re: Roaming blocked

James_B — Sat, 30 Jul 2022 09:23:42 GMT

Hi @nickhinch,

If our chat team have confirmed roaming is activated, you won't need to make any changes in My EE.

Please can you follow the tips in EE Roaming - Help when abroad with your EE phone or device and let me know if that helps?

Please note: If our chat team had to activate roaming this morning, it can take up to 24 hours for the change to take affect.

James

Re: Re: Roaming blocked

nickhinch — Sat, 30 Jul 2022 09:26:48 GMT

Thanks James, I've tried all that. The issue is on EE it still says roaming is blocked.

Re: Re: Roaming blocked

James_B — Sat, 30 Jul 2022 09:30:39 GMT

Hi @nickhinch,

It sounds like My EE is displaying incorrect information if our Customer Care Team have confirmed roaming is active on your account. Do you know if they had to activate it at their end this morning or did they say it was already active?

James

Re: Re: Roaming blocked

nickhinch — Sat, 30 Jul 2022 09:34:57 GMT

As far as I know the person said they enabled it this morning. I told them it wasn't working and they simply said they had enabled roaming. When I log in to my EE it still says roaming blocked and says there is a problem when I try to enable

Re: Re: Roaming blocked

James_B — Sat, 30 Jul 2022 09:42:13 GMT

Hi @nickhinch,

If it was activated this morning, please allow up to 24 hours for the change to take affect. Please don't attempt to make any changes to your roaming settings via My EE during this period.

Thanks

James

Re: Re: Roaming blocked

Chris_B — Sat, 30 Jul 2022 09:52:06 GMT

@nickhinch Have you restarted your device since you spoke with customer services. It can also take up to 24 hours to activate.

Re: Re: Roaming blocked

nickhinch — Sun, 31 Jul 2022 09:45:08 GMT

Hi, still no access to a network here in USA. Have been on live chat. Have restarted. Have put in complaint. Still saying roaming blocked on my EE and a message saying there is a problem, text 150. Appalling service

Re: Re: Roaming blocked

James_B — Sun, 31 Jul 2022 10:45:29 GMT

Hi @nickhinch,

If 24 hours have passed since Customer Care activated roaming for you, please get in touch with Technical Support so a member of the team can help.

Thanks

James