topic Re: Total mess up - thanks EE !! in Mobile Services

Total mess up - thanks EE !!

ALJ23 — Sat, 20 Aug 2022 15:47:33 GMT

So asked EE about roaming in USA and they put us on a deal to allow us to use our Data - wooohoooo !! Oh no it doesn't ! We are now on a random data only deal with no phone calls and limited texts! But the crazy thing is that we now can't use the phone for any calls at all !!

Agent put it on our account even though call got cut off and we are now stuffed !! No ability to make or receive calls and been on and off other phone all afternoon trying to sort it out !

Still not sorted and am going away at 5am tmrw ! So god knows what is happening

Stuck now - thanks EE !!

Re: Total mess up - thanks EE !!

Schockwave — Sat, 20 Aug 2022 16:07:53 GMT

Hello @ALJ23 ,

Welcome to the community,

Although this is not customer service, but a public forum, some of us may be able to help.

Have you checked in your account that roaming, call abroad and premium calls are enabled? I take it you are on contract?

You can call EE customer service using Skype and EEs free number:

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

If customer service set this up for you, then it can take up to 24 hours, always best to make sure everything is set up in plenty of time before going abroad, that is what I do, not just the last minute.

Re: Total mess up - thanks EE !!

ALJ23 — Sat, 20 Aug 2022 16:36:44 GMT

We can't access any call features and are still in the UK !!!

Re: Total mess up - thanks EE !!

Schockwave — Sat, 20 Aug 2022 16:39:47 GMT

@ALJ23 , do you mean to say you cannot make calls here in the UK? Do you get a signal on your phone and which one do you have and when did you sign up and get the SIM card? Has the SIM card been activated?

Re: Total mess up - thanks EE !!

Chris_B — Sat, 20 Aug 2022 16:40:24 GMT

@ALJ23 if you was on a contract all you had to do was purchase the roam further add on to use your allowances within the US.
See HERE

Re: Total mess up - thanks EE !!

Schockwave — Sat, 20 Aug 2022 16:42:42 GMT

@Chris_B , he says they are still in the UK and cannot make calls.

Re: Total mess up - thanks EE !!

ALJ23 — Sat, 20 Aug 2022 17:08:16 GMT

Can't make calls in UK - was working fine before the EE agent added the roaming package !!

Re: Total mess up - thanks EE !!

ALJ23 — Sat, 20 Aug 2022 17:09:01 GMT

I know ! They have totally messed it up and now not sorted it !!

Re: Total mess up - thanks EE !!

XRaySpeX — Sat, 20 Aug 2022 19:12:23 GMT

What is the name of the plan you are on? All contract plans now include unlimited calls & texts.