topic Re: In Poland. I can only use phone on WiFi. Can’t use my date or make any calls. in Mobile Services

In Poland. I can only use phone on WiFi. Can’t use my date or make any calls.

JoannaJoJo — Sun, 07 Aug 2022 13:13:55 GMT

Can’t use my date to use internet. Can’t make any phone calls. Customer service can’t help me and I really need HELP. I can only use my phone to communicate while connected to the internet.

Re: In Poland. I can only use phone on WiFi. Can’t use my date or make any calls.

Schockwave — Sun, 07 Aug 2022 13:32:39 GMT

Hello @JoannaJoJo ,

Welcome to the community,

Are you on pay as you go or monthly contract? Did you use your SIM card before travelling to Poland, as they would need to be activated in the UK first and if pay as you go, need to have made a chargeable call or text first?

If pay as you go, you need to make sure that you have enough credit on your account.

On contract, did you make sure that roaming, call abroad and premium rate calls are enabled. You can do this by logging into your account either via the website or the My EE App, click on settings. If you are unable to enable this, you will have to contact EE to get them to activate this.

If you have Skype, there is a free number you can ring, click on contact EE above and click on the one that says in the UK.

Re: In Poland. I can only use phone on WiFi. Can’t use my date or make any calls.

Northerner — Sun, 07 Aug 2022 15:12:11 GMT

Hi @JoannaJoJo

Why can CS not help?

Thanks

Re: In Poland. I can only use phone on WiFi. Can’t use my date or make any calls.

JoannaJoJo — Sun, 07 Aug 2022 15:18:18 GMT

I don’t know. They told me what to do but nothing seems to work. And now I can’t even dial 150 from my phone. I had this problem last time but it was sorted, unfortunately not this time.

Re: In Poland. I can only use phone on WiFi. Can’t use my date or make any calls.

Schockwave — Sun, 07 Aug 2022 15:30:36 GMT

@JoannaJoJo , do you have Skype? You can ring EE customer service, there is a free number and they should be able to help, not sure that 150 would work whilst abroad though.

Re: In Poland. I can only use phone on WiFi. Can’t use my date or make any calls.

Leanne_T — Mon, 08 Aug 2022 06:37:58 GMT

Hi @JoannaJoJo

Thanks for coming to the community.

Do you have a pay monthly account?

If so, can you try logging into your My EE account online go to Menu > Account Settings > Parental and Data Controls > Enable Roaming and also Make calls abroad from the UK, do they show as ticked?

Leanne.

Re: In Poland. I can only use phone on WiFi. Can’t use my date or make any calls.

JoannaJoJo — Mon, 08 Aug 2022 07:33:19 GMT

I can’t see parental options in my settings. I’ll buy a new SIM card today. As I tried everything.

Re: In Poland. I can only use phone on WiFi. Can’t use my date or make any calls.

Leanne_T — Mon, 08 Aug 2022 07:49:43 GMT

Hi @joannejojo

Did you log into your My EE account online and not the app?

Do you have a pay monthly or pay as you go account?

Leanne 🙂

Re: In Poland. I can only use phone on WiFi. Can’t use my date or make any calls.

Chris_B — Mon, 08 Aug 2022 08:02:17 GMT

@JoannaJoJo as your in Poland did you use that EE SIM card in the uk first? You can not activate a uk sim when out of the uk as it has to be activated when in the UK this can not be done through a roaming network.

Re: In Poland. I can only use phone on WiFi. Can’t use my date or make any calls.

JoannaJoJo — Mon, 08 Aug 2022 08:44:43 GMT

Yes yes. I had active sim

in the UK. I’ve been with EE for years. I had the same problem last year but they sorted when I rung CS. Unfortunately not this time.

Re: In Poland. I can only use phone on WiFi. Can’t use my date or make any calls.

Leanne_T — Mon, 08 Aug 2022 08:53:02 GMT

Hi @JoannaJoJo

If this is pay as you go, when was the time you made a chargeable call or text, or topped up the account?

Leanne.

Re: In Poland. I can only use phone on WiFi. Can’t use my date or make any calls.

JoannaJoJo — Mon, 08 Aug 2022 09:47:04 GMT

It’s monthly contract. I have two numbers. Two of them don’t work here.

Re: In Poland. I can only use phone on WiFi. Can’t use my date or make any calls.

Leanne_T — Mon, 08 Aug 2022 09:50:23 GMT

Thanks for confirming @joannejojo

Can you try logging into your My EE account online go to Menu > Account Settings > Parental and Data Controls > Enable Roaming and also Make calls abroad from the UK, do they show as ticked?

Leanne.

Re: In Poland. I can only use phone on WiFi. Can’t use my date or make any calls.

JoannaJoJo — Mon, 08 Aug 2022 09:58:04 GMT

I found it and all three options are in red. It says:Sorry, we're having problems. Text INFO to 150 to make your changes. I text but I can’t text 🤷🏻‍♀️

Re: In Poland. I can only use phone on WiFi. Can’t use my date or make any calls.

Schockwave — Mon, 08 Aug 2022 10:06:30 GMT

@JoannaJoJo , I suggested you ring via Skype, there is a free number that should work, otherwise you will have to ring customer service using another phone to get this activated, there is nothing that can be done here, as there is no access to accounts. I always make sure before going abroad that everything is enabled, best to check before going abroad.

Re: In Poland. I can only use phone on WiFi. Can’t use my date or make any calls.

JoannaJoJo — Mon, 08 Aug 2022 10:20:38 GMT

Do you know Skype number?

Re: In Poland. I can only use phone on WiFi. Can’t use my date or make any calls.

Schockwave — Mon, 08 Aug 2022 10:54:45 GMT

@JoannaJoJo , here is the link:

https://ee.co.uk/contact-ee/account-billing/mobile

Re: In Poland. I can only use phone on WiFi. Can’t use my date or make any calls.

XRaySpeX — Mon, 08 Aug 2022 21:14:41 GMT

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.