topic Re: In USA, turning on roaming error and customer services cannot get through in Mobile Services

In USA, turning on roaming error and customer services cannot get through

Craigenglish — Sun, 31 Jul 2022 14:37:15 GMT

We landed in the USA Miami for our 2 week holiday. We arrived and there is no data or network on my mobile

logged onto my EE account and roaming is currently blocked.

I unblock the roaming feature and it says error (tried several times and I get the same error message)

The app suggests to text roaming to 150 however this is not possible due to no data or service on my phone.

We then have been asked to call the EE help number however we have now spent the last 5 hours on hold and being cut off after 20 minutes of holding. Can anyone advise what to do next?

Re: In USA, turning on roaming error and customer services cannot get through

bristolian — Sun, 31 Jul 2022 14:45:20 GMT

If you're on pay-monthly and are unable to activate the roaming facility whilst abroad, you will need to contact EE C/S by one of 3 means..

1: Use another working phone to call +44 7953 966250

2: Use a web-calling app such as Skype to call +44 800 0798586

3: Use live-chat when logged into your myEE online.

Re: In USA, turning on roaming error and customer services cannot get through

Craigenglish — Sun, 31 Jul 2022 14:51:21 GMT

Hi were is the live chat please? The other two options we have exhausted, calling by another phone and Skype we cannot get through?

Re: In USA, turning on roaming error and customer services cannot get through

Schockwave — Sun, 31 Jul 2022 15:24:56 GMT

@Craigenglish , if you log-in to your account, if live chat is available someone will be able to answer, but remember staff are also dealing with customers who phone in. The best time to ring customer service is probably in the morning UK time, as it is the weekend, there probably are not as many staff available to help, and that could be why you are having problems.

When you ring customer service, it usually tells you the wait time, normally it is around or put to 20 minutes, not sure why you have not got through to someone.

Just wondering, have you tried rebooting your phone to see if you get network available, unless you did not activate roaming before you left? Mine says roaming blocked, but checked with EE before I went on holiday in March and was told definitely active and worked ok, have actually always had roaming enabled, it just changed, I believe something to do with the app, as others have had the same.

Re: In USA, turning on roaming error and customer services cannot get through

Craigenglish — Sun, 31 Jul 2022 15:26:33 GMT

thanks for the reply, appreciated and useful.

when we call customer services we are on hold for approx 20 minutes and then cut off by the high demand for people calling in.

Re: In USA, turning on roaming error and customer services cannot get through

Craigenglish — Sun, 31 Jul 2022 16:25:35 GMT

Hi,

yes tried restarting my mobile but no joy, it’s an add situation as we was abroad only a few weeks ago and roaming was fine.

Re: In USA, turning on roaming error and customer services cannot get through

bristolian — Sun, 31 Jul 2022 16:41:45 GMT

@Craigenglish wrote:

we was abroad only a few weeks ago and roaming was fine.

Have you made any changes to your account or phone, in the meantime?

Re: In USA, turning on roaming error and customer services cannot get through

Schockwave — Sun, 31 Jul 2022 17:00:10 GMT

@Craigenglish , have you tried manually searching for a network?