topic Re: Unable to use phone in Tenerife in Mobile Services

Unable to use phone in Tenerife

Sutty62 — Sat, 17 Sep 2022 13:25:59 GMT

Hi. I have an ee contract and have done for over 10 years. For the first time I am unable to use my phone abroad. Ii cannot contact ee as I can't use my phone. Prior to coming I sent a text to 150 and got a reply that I can use for phone for free

Re: Unable to use phone in Tenerife

bristolian — Sat, 17 Sep 2022 13:28:33 GMT

What was the text you sent to 150? Was it to check costs, or to check whether your roaming facility was active? It's the latter that matters.

If you login to your myEE online account or app, navigate to parental & data controls, you need to check the following 2 options are enabled..

1: International roaming

2: Call abroad & premium rate.

Re: Unable to use phone in Tenerife

XRaySpeX — Sat, 17 Sep 2022 13:28:39 GMT

@Sutty62 : As you are on contract, did you activate roaming on your EE a/c before you left UK by texting ROAMING to 150? Having a roaming add-on doesn't of itself activate roaming on your a/c.

Often just rebooting the phone is the simple remedy. Also try selecting a network manually rather than auto. Otherwise 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: Unable to use phone in Tenerife

guymayhew — Sat, 10 Dec 2022 19:32:11 GMT

Just tried to do this myself, the options are missing from the website 😞

Re: Unable to use phone in Tenerife

guymayhew — Sat, 10 Dec 2022 19:34:09 GMT

Re: Unable to use phone in Tenerife

XRaySpeX — Sat, 10 Dec 2022 21:25:17 GMT

@guymayhew : Setting these 2 roaming settings have been temporarily removed. You need to call CS, over Skype I suggest.

Re: Unable to use phone in Tenerife

guymayhew — Tue, 31 Jan 2023 10:48:55 GMT

Do we know why they have been temporarily removed - that must be really frustrating for customers who find themselves abroad, often in a different timezone, and not being able to self-serve even on WiFi (as is the case with many of the people who post on this forum after travelling and finding they have no ability to call or text - rightly or wrongly - thinking that the Roam Abroad pass will automatically make the necessary backend changes so they can use the inclusive services).

Re: Unable to use phone in Tenerife

Katie_B — Tue, 31 Jan 2023 10:57:30 GMT

Hello @guymayhew.

Welcome back to the community.

If you need to get in touch with our customer care team whilst abroad please log in to your My EE and the chat option should appear.

Alternatively, you can give us a call on +44 7953 966 250.

Katie