topic Re: Re: Roaming doesn’t work in Singapore in Mobile Services

Re: Roaming doesn’t work in Singapore

Misshe — Thu, 22 Sep 2022 14:41:41 GMT

Hi Leanne
I’m overseas and unable to make any calls despite my phone plan being updated today. I had to borrow an English friend’s phone to make a long call to UK to sort things out and as Internet was working I assumed everything was. Chat doesn’t work(?!) here and there’s no email to contact EE. That really is terrible customer service, especially considering it’s a COMMUNICATIONS company 😞

What are people supposed to do??

My dad is extremely poorly and I need to be able to keep in touch with family and friends right now.. Please help.

Re: Re: Roaming doesn’t work in Singapore

Schockwave — Thu, 22 Sep 2022 15:01:37 GMT

Hello @Misshe ,

Welcome to the community,

Can you either log-in via the website or My EE App and check that roaming, call abroad and premium calls are all enabled?

Have you rebooted your phone since landing in Singapore?

If you have Skype, you can make a call to EE using their free number:

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

One other thing, are you on pay as you go or monthly contract? If pay as you go, you cannot change settings but make sure that you have enough credit, monthly contract, if you cannot enable the above, you will have to contact EE. Chat is only available at UK times and only for customers on contract and will only be answered when someone is available, as they also have customers making calls and needing help.

Re: Re: Roaming doesn’t work in Singapore

Christopher_G — Thu, 22 Sep 2022 15:23:32 GMT

Welcome to the community, @Misshe. I'm sorry to hear about your roaming experience.

Did you get sorted when you spoke to our Mobile Care team?

Chris

Re: Re: Roaming doesn’t work in Singapore

Misshe — Fri, 23 Sep 2022 04:28:57 GMT

Hi there and thank you, I actually sorted out my new plan in Australia and have tried rebooting several times since I initially did after new plan installation. It’s showing up on my account as active. I am on a contract but it’s now not tied (can’t remember terminology used by rep), so I can adjust if necessary in next few months. TBH I shouldn’t even be in this situation but that’s another story.

When I try making a call all I get is ‘The number you’ve called is not available from this service…’

I’ll try the Skype call later, when the UK is open again. Thank you for that, I hope it works but I still think it’s terrible service considering it’s meant to be all about connecting people.

Re: Re: Roaming doesn’t work in Singapore

Misshe — Fri, 23 Sep 2022 04:34:52 GMT

Hi there, Christopher, it has not been possible for me to get the issue fixed yet and it’s causing me a lot of distress as I’m supposed to be the family conduit and can’t make any calls to them or friends. I hope a Skype call later in UK business hours will sort it out, thank you.

Re: Re: Roaming doesn’t work in Singapore

Christopher_G — Fri, 23 Sep 2022 07:02:22 GMT

Thanks for getting back to us, @Misshe. I understand how important it is for you to use your phone. Hopefully, once you get in touch with the Mobile Care team, they're able to help you get sorted.

Please keep us updated.

Chris