topic Re: International Roaming 'blocked' in Mobile Services

International Roaming 'blocked'

chan_2022 — Mon, 08 Aug 2022 12:44:12 GMT

Hi Everyone,

Despite calling CS while on holiday abroad (India) I have been unable to unblock my roaming. They even added a roaming message pack.

My spouse's phone on another competitor's network switches roaming utomatically.

It is a pain to remember everytime before going abroad to send a text message to enankr/disable roaming.

Has anyone had any luck in unblocking it. CS didn't have a clue and I had to pay costly calling charges for over half hour trying to speak to CS.

Re: International Roaming 'blocked'

Chris_B — Mon, 08 Aug 2022 12:55:13 GMT

@chan_2022 Why are you turning roaming off when your back in the UK ? You don’t need or have too as you’ll not be charged for having it enabled.

Re: International Roaming 'blocked'

chan_2022 — Mon, 08 Aug 2022 12:58:21 GMT

Thanks for replying. Perhaps I was not clear enough. I am trying to enable roaming after leaving the UK. But it is showing as 'blocked' in the ee account even after customer services have enabled it.

Re: International Roaming 'blocked'

Leanne_T — Mon, 08 Aug 2022 14:16:32 GMT

Hi @chan_2022

Thanks for coming here.

When did you speak to our mobile care team to get roaming activated?

Thanks 🙂

Leanne.

Re: International Roaming 'blocked'

XRaySpeX — Mon, 08 Aug 2022 20:37:30 GMT

@chan_2022 : Login to your MyEE account online & go to Menu > Account Settings > Parental and Data Controls > Roaming Abroad and also Call Abroad and Premium Rate. They will show as ticked if roaming and calling abroad is activated. If not ticked, can you activate these settings?

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: International Roaming 'blocked'

chan_2022 — Mon, 08 Aug 2022 21:37:56 GMT

Thank you both for your replies. I have spoken at length to the CS before posting. This was nearly 12 hours ago. They have enabled the roaming at their end but this is the screen I get even after that. For record I have restarted the phone every few hours hoping it will refresh. Even they have sent 'refresh' data their end hoping it will enable the roaming.

I have attached the screenshot which shows both options greyed out. The only option I have is to speak to technical team which will be another expensive affair, after 24 hours is elapsed if it doesn't activate after that.

Re: International Roaming 'blocked'

XRaySpeX — Mon, 08 Aug 2022 21:41:43 GMT

Skype is not expensive.

Re: International Roaming 'blocked'

James_B — Tue, 09 Aug 2022 06:55:16 GMT

Hi @chan_2022,

Please allow up to 24 hours for the roaming updates on your account to take affect.

James

Re: International Roaming 'blocked'

chan_2022 — Tue, 09 Aug 2022 11:48:53 GMT

No luck even after 24 hours. Reset network settings, lost all my wifi passwords, still no luck. I am on hold with ee as I type, quite an expensive ' on hold' I should say.

Re: International Roaming 'blocked'

Kirigaya_Kazuto — Tue, 09 Aug 2022 12:00:33 GMT

I get an error too if I try and activate those buttons you pictured, I always have, so you're not alone

Re: International Roaming 'blocked'

James_B — Tue, 09 Aug 2022 12:44:58 GMT

Hi @chan_2022,

I'm sorry to hear you're still unable to connect to a roaming network. Our Technical Support Team will be happy to help when your call is connected.

James

Re: International Roaming 'blocked'

chan_2022 — Tue, 09 Aug 2022 13:10:20 GMT

I wish they could but they could not help me in the end. It took nearly an hour of calls from abroad and spending over £20 calling from overseas for someone in technical team to say it is not possible to enable roaming once I have left the country.

Very disappointed with ee, I wish they would tell me this the first time. Sheer lack of knowledge and wasted my time and money.

Re: International Roaming 'blocked'

James_B — Tue, 09 Aug 2022 14:33:17 GMT

Hi @chan_2022,

I'm sorry to hear the issue with your account can't be resolved whilst you are roaming.

James