topic Re: Need roaming on my phone in Mobile Services

Need roaming on my phone

JAB-1962 — Wed, 09 Nov 2022 13:26:48 GMT

Hi could you please set my phone to roaming I’ve done everything on the app but still unable to make phone calls

Re: Need roaming on my phone

Chris_B — Wed, 09 Nov 2022 13:32:14 GMT

@JAB-1962 You f roaming is enabled on your account it can only sue upto 24 hours before it’ll start working. Have you tried restarting the device ?

Re: Need roaming on my phone

JAB-1962 — Wed, 09 Nov 2022 13:37:48 GMT

Yes I’ve turned it off a couple of times I’ve done everything it said on the app it says to txt roaming to 150 but that wouldn’t work because I got no connection

Re: Need roaming on my phone

Christopher_G — Wed, 09 Nov 2022 15:34:24 GMT

Whereabouts are you, @JAB-1962

Have you tried manually connecting to an available network?

Chris

Re: Need roaming on my phone

JAB-1962 — Wed, 09 Nov 2022 15:41:15 GMT

I’m in Spain how would I do manually

Sent from my iPhone

Re: Need roaming on my phone

Christopher_G — Wed, 09 Nov 2022 15:44:33 GMT

Go into Settings > Mobile Data > Network Selection > Turn 'Automatic' OFF. This will search manually for available networks.

Chris

Re: Need roaming on my phone

JAB-1962 — Wed, 09 Nov 2022 16:05:15 GMT

I’ve done that 6 networks have come up how do I know which one to select thank you so much for your help

Sent from my iPhone

Re: Need roaming on my phone

James_B — Wed, 09 Nov 2022 16:17:43 GMT

Hi @JAB-1962,

You'd need to try each network in turn to see if any connect.

If you have recently made changes to your roaming settings in My EE, it may take up to 24 hours for them to take effect.

James

Re: Need roaming on my phone

JAB-1962 — Wed, 09 Nov 2022 16:34:15 GMT

Ok thank you

Sent from my iPhone

Re: Need roaming on my phone

Deo — Wed, 09 Nov 2022 16:38:40 GMT

If it's not stayed active on the app then it might have to be added by the Customer Service Team. You'll not be able to ring them if you don't have service but if you have wifi, turn on wifi calling and this might work. If not, maybe try the chat team, they might be able to do it for you.

Re: Need roaming on my phone

JAB-1962 — Wed, 09 Nov 2022 16:51:15 GMT

Thank you

Sent from my iPhone

Re: Need roaming on my phone

XRaySpeX — Wed, 09 Nov 2022 17:08:13 GMT

Are you on contract or PAYG? Did you use that SIM for making calls or texts in UK before you left to go abroad?

If 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.

PAYG is auto enabled for roaming as long as you've used the SIM in the UK previously. You won't see any of those settings & don't need to change anything.

Re: Need roaming on my phone

JAB-1962 — Wed, 09 Nov 2022 17:17:15 GMT

Thank you I will try all that now the phone is contracted and I didn’t do the roaming I didn’t realise I needed to I will try what you’ve just said to do thank you again
Julie burgoyne

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Re: Need roaming on my phone

JAB-1962 — Fri, 11 Nov 2022 07:11:12 GMT

woukd just like to say thank you for all your help on trying to get my phone to work here in Spain it’s still not working so I use it when I’m back at the hotel using their wifithe community link is a fab idea and I’m sure I’ll need you again

xxxxx xxxxxxxx

[Mod edit: Please do not post personal information on the public board. Thanks!]

Re: Need roaming on my phone

Christopher_G — Fri, 11 Nov 2022 11:46:38 GMT

You're welcome, @JAB-1962

Did you manage to speak to our Mobile Care team?

Chris

Re: Need roaming on my phone

JAB-1962 — Fri, 11 Nov 2022 12:55:15 GMT

No I couldn’t get through to them

Sent from my iPhone

Re: Need roaming on my phone

Leanne_T — Fri, 11 Nov 2022 15:00:13 GMT

Hi @JAB-1962

If you can try calling again when you get the chance the team will be able to help you get this looked into.

Leanne.