topic Re: Roaming not working in US in Mobile Services

Roaming not working in US

JimJagger — Tue, 18 Oct 2022 22:01:59 GMT

I have two phones (Google Pixel 6 and Pixel 3a XL). They both have exactly the same settings enabled but the 3a states 'EE (temporarily unavailable)'.

Mobile data and Roaming are both enabled, and I have paid for ROW Roaming as an add on. However, the Pixel 3a cannot make it receive a call. It has no signal. I've reattached several times and waited a couple of days for this to 'kick in' as suggested by some on this forum.

No luck. I have been in the US for five days now and still don't have access to this phone (it's my mother's).

What do I need to do to get this working? The other phone works just fine.

Please don't tell me to call customer services as I am overseas and the hours are incompatible.

By adding the rinsing pack, I would have thought it was obvious that we were planning to use this overseas. I find this very frustrating.

Your help would be very much appreciated

Thanks

Re: Roaming not working in US

XRaySpeX — Tue, 18 Oct 2022 22:15:13 GMT

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: Roaming not working in US

JimJagger — Wed, 19 Oct 2022 01:28:39 GMT

Thank you for the advice. I did not text Roaming to 150 before I left. I didn't know this was required.

I have rebooted the phone several times to no avail. I have tried manually selecting the network. No luck. I have also gone online to double check that roaming is enabled. It is.

Although I tried rifling it off/on just now, and now it appears to be stuck in the off position and I'm told to check back later. Infuriating!

Re: Roaming not working in US

James_B — Wed, 19 Oct 2022 06:27:02 GMT

Hi @JimJagger,

Which roaming add-on did you purchase?

Do you have a spend cap on your account?

James

Re: Roaming not working in US

JimJagger — Wed, 19 Oct 2022 13:27:39 GMT

It is the Roam Abroad Pass (£10 a month). Definitely no spend cap enabled.

Re: Roaming not working in US

James_B — Wed, 19 Oct 2022 13:37:38 GMT

Hi @JimJagger,

You should be good to go once we can make sure roaming is activated at an account level. Turning it off then on again several times may have caused a backlog of change requests on your account. I'd recommend contacting Customer Care who can access your account directly.

James

Re: Roaming not working in US

XRaySpeX — Wed, 19 Oct 2022 15:57:52 GMT

Now's the time to call CS on the Freephone no. in my sig. via Skype over WiFi. It should be free.

Re: Roaming not working in US

JimJagger — Wed, 19 Oct 2022 16:29:09 GMT

Thanks. I called this morning but they couldn't help. They're calling me back soon.

Re: Roaming not working in US

Christopher_G — Wed, 19 Oct 2022 16:30:42 GMT

Thanks for the update, @JimJagger.

Keep us posted on what happens please.

Chris

Re: Roaming not working in US

JimJagger — Wed, 19 Oct 2022 23:23:37 GMT

They said they would can back within 10-15 minutes, but I'm afraid nobody called back - and I have no way of contacting them without going through the convoluted phone call, followed by a text message and a call back. It's obviously out of hours now but that's six days without a working phone. Very disappointed.

Re: Roaming not working in US

James_B — Thu, 20 Oct 2022 06:51:16 GMT

Hi @JimJagger,

Are you still seeing the same issue this morning?

James

Re: Roaming not working in US

JimJagger — Thu, 20 Oct 2022 14:55:07 GMT

Yes. The phone still has no service and there has been no callback

Re: Roaming not working in US

Christopher_G — Thu, 20 Oct 2022 15:07:30 GMT

Sorry to hear that you haven't heard from us yet, @JimJagger.

I've sent you a private message to get some information from you. Please have a look and get back to me.

Thanks

Chris

Re: Roaming not working in US

JimJagger — Thu, 20 Oct 2022 16:02:28 GMT

I called 150 again and was put through to numerous people (level 2?) before EE decided that they could not help me. Apparently someone removed/added my roaming ability on the back end and I need to return to the UK for it to work. They will refund me the £10 data roaming fee as well.

I have not been compensated for the wasted time or stress while overseas in holiday. I have been unable to coordinate meetups with my mother due to a mistake by EE.

Re: Roaming not working in US

Christopher_G — Thu, 20 Oct 2022 16:23:10 GMT

I'm sorry to hear that, @JimJagger.

It may be worth waiting till you're back and forming a complaint through our customer service team about your experience.

Chris