topic Contacting EE from overseas without it costing a small fortune in Mobile Services

Contacting EE from overseas without it costing a small fortune

stephentree — Thu, 03 Nov 2022 21:47:42 GMT

Hi all. Im trying to contact EE from Australia. I set up roaming before I came away and since I landed I've not been able to get any roaming.

All I can find on the 'help' section is to call a UK number, which will no doubt cost a small fortune from the Australian SIM I've had to buy.

I've tried the live chat and all Im getting is 'wait whilst we connect you'. Waited for over 30 mins and nothing...

Disgusted by EE and found they're service has gone downhill the last 12-18 months. This will be my last contract with them

Any help much appreciated

Re: Contacting EE from overseas without it costing a small fortune

stephentree — Thu, 03 Nov 2022 21:52:49 GMT

Hi all. Im trying to contact EE from Australia. I set up roaming before I came away and since I landed I've not been able to get any roaming. All I can find on the 'help' section is to call a UK number, which will no doubt cost a small fortune from the Australian SIM I've had to buy.

Tried the online 'help', which is pathetic, keep being told someone will help soon. So far waited over 30 mins and nothing.

Disgusted by EE and this will be my last contract with them

Re: Contacting EE from overseas without it costing a small fortune

bristolian — Thu, 03 Nov 2022 22:06:08 GMT

Can you clarify what you mean by "set up roaming" before leaving the country? Are you on PAYG or pay-monthly?

PAYG is auto-enabled for roaming after your phone is used in the UK first, pay-monthly just needs the "international roaming" & "call abroad & premium rate" options enabled within your myEE online account.

Re: Contacting EE from overseas without it costing a small fortune

stephentree — Thu, 03 Nov 2022 22:07:54 GMT

Pay monthly customer

You can set up roaming before you travel. Its 1 of my smart benefits so doesn't cost me anyone and I should be able to sue my phone here as normal as if I was in the UK

Re: Contacting EE from overseas without it costing a small fortune

XRaySpeX — Thu, 03 Nov 2022 22:09:48 GMT

@stephentree : Try calling CS on the Freephone no. in my sig. on Skype over WiFi. It should be free.

Re: Contacting EE from overseas without it costing a small fortune

bristolian — Thu, 03 Nov 2022 22:11:50 GMT

@stephentree wrote:

You can set up roaming before you travel. Its 1 of my smart benefits so doesn't cost me anyone and I should be able to sue my phone here as normal as if I was in the UK

What you're referring to there is a billing add-on. This is separate from enabling the roaming facility on your account, which is what your phone needs active to connect to local networks in foreign countries.

Adding a billing add-on does not automatically enable the roaming facility, and from what you're explaining, this hasn't been done.

Use the 0800 number in Xray's signature to call EE FOC over a web-calling app such as Skype.

Re: Contacting EE from overseas without it costing a small fortune

XRaySpeX — Thu, 03 Nov 2022 22:13:39 GMT

@stephentree : 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: Contacting EE from overseas without it costing a small fortune

stephentree — Thu, 03 Nov 2022 22:47:01 GMT

tried that, been waiting on hold for 45 mins then got a message saying office now closed. usual disgusting service from EE. I've just told my assistant to switch all our business lines over to another network when they come up for renewal

Re: Contacting EE from overseas without it costing a small fortune

XRaySpeX — Thu, 03 Nov 2022 22:50:21 GMT

At this time of night? They close at 9PM. Try in the AM.

Re: Contacting EE from overseas without it costing a small fortune

stephentree — Thu, 03 Nov 2022 22:57:21 GMT

I've tried calling within the uk hours and then got hung up on. guess I'll be back charging the fee's from my local SIM to EE when I get back. I've now also updated their social media to warn others of the service they can expect

Re: Contacting EE from overseas without it costing a small fortune

XRaySpeX — Thu, 03 Nov 2022 23:09:38 GMT

OK. I gave you my advice after 10PM on how to call them to which you responded that you had so called them. So I took it that you had called then, too late.

Re: Contacting EE from overseas without it costing a small fortune

stephentree — Thu, 03 Nov 2022 23:16:48 GMT

no I'd already tried to call them over a wifi calling app, was on hold for ages then got cut off. seems the staff/customer service are all over the place at the moment. I even get a message stating my roaming was active but I still can't connect to a local network over here. just getting the SOS in top right tab. pretty annoyed with ee as Im having to re-route all my UK work calls and change my number on my email signature which is unprofessional as those in the UK wanting to call me now have to call my oz number