topic Roaming not working in Austraila in Mobile Services

Roaming not working in Austraila

David173 — Sun, 13 Nov 2022 08:41:27 GMT

Triggered roaming for Austraila and New Zealand- the add on is active - we are able to see the networks but are unable to connect. Phones have been turned off and on again - everything re jig and suggestion has been tried - Only way to contact EE is via a telephone call but can’t connect as no service!! Any help please!!! I need this phone for business

thanks

Re: Roaming not working in Austraila

Jon_K — Sun, 13 Nov 2022 10:56:15 GMT

Hi @David173.

What happens when you try to connect to a network?

Is roaming active in your My EE Account?

Jon

Re: Roaming not working in Austraila

David173 — Sun, 13 Nov 2022 12:43:25 GMT

Just searches then kicks off

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Re: Roaming not working in Austraila

Schockwave — Sun, 13 Nov 2022 11:30:19 GMT

@David173 , please do not include personal details here, this is a public forum and as such are not allowed, thank you.

Have you made sure that roaming, call abroad and premium rate calls are enabled? If you cannot do this yourself, you will have to ring customer service.

You can do this using Skype:

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

Re: Roaming not working in Austraila

XRaySpeX — Sun, 13 Nov 2022 11:54:26 GMT

@David173 : 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. If outside EU, do you have enough credit for making calls & texts from abroad?

Re: Roaming not working in Austraila

David173 — Sun, 13 Nov 2022 23:38:05 GMT

Roaming in Austraila is definitely enabled

I have a big contract with EE so no problem re having enough data available

I have tried powering down phone and in again - it tries to search for network- sees one but never connects with service bars

then just goes to SOS

Re: Roaming not working in Austraila

David173 — Sun, 13 Nov 2022 23:39:13 GMT

Sorry don’t know how that happened

Roaming in Austraila is definitely enabled

I have a big contract with EE so no problem re having enough data available

I have tried powering down phone and in again - it tries to search for network- sees one but never connects with service bars

then just goes to SOS

Re: Roaming not working in Austraila

Leanne_T — Mon, 14 Nov 2022 07:56:30 GMT

Hi @David173

Thanks for coming back to us.

Do you have Roaming and Call abroad showing as ticked in your My EE account?

Leanne.

Re: Roaming not working in Austraila

_MrR_ — Mon, 14 Nov 2022 08:17:36 GMT

Hi @Leanne_T

I don't think the 'My EE' account is set up to provision Roaming and Call Abroad anymore.

Since I joined EE, mine always displayed as blocked yet roaming and calling abroad works fine (I use both regularly). When I flagged to EE customer care in the early days, I was told this was a known issue.

Now when you check this section of the My EE, you don't see a toggle anymore. This is a screenshot of mine below.

So the original poster really needs to contact customer care to get this resolved.

Re: Roaming not working in Austraila

Leanne_T — Mon, 14 Nov 2022 11:49:37 GMT

Hi @_MrR_

Does the same show in your My EE account online?

Leanne.

Re: Roaming not working in Austraila

Schockwave — Mon, 14 Nov 2022 11:58:46 GMT

@Leanne_T , the same shows on My EE App as well, by the way, have not looked at the account online.

Just checked, shows the same when logging in to my account online as well, so not sure what is going on, but does seem strange to me, no big deal, I just ring up before going abroad and make sure everything is fine for when I do go abroad, anyway.

Re: Roaming not working in Austraila

_MrR_ — Mon, 14 Nov 2022 12:25:24 GMT

It does show the same (no option to check / uncheck roaming or call overseas anymore) on both the app and the web version of my account 👍

To be fair, it does tell you to send the text to 150 which is the best way of checking roaming is active on your account (not so great when you’re already overseas without it).

I don’t think it’s removal is a glitch. The fact the toggles never showed correctly on many accounts means it makes sense for them to go.

Re: Roaming not working in Austraila

David173 — Mon, 14 Nov 2022 11:55:12 GMT

Hi all - I got sort d by Skyping EE they have got me line back into full service but despite promising the second number in the account would also work it sadly doesn’t!! Maybe another 30 mins chat to EE !! Takes at least 6 mins for each chat message to be acknowledged

thanks for all your help

Re: Roaming not working in Austraila

Schockwave — Mon, 14 Nov 2022 12:08:48 GMT

@David173 , thank you for letting us know, glad you got it all sorted, not sure why we are unable to change things either via My EE App or online via the web and also cannot see if it is all enabled. Before the new app, it said blocked, even though all of them were not and have never been, just easy to ring up and check, as cannot do this, just to be sure before going abroad. This does need sorting, I think and believe.

Re: Roaming not working in Austraila

_MrR_ — Mon, 14 Nov 2022 12:26:29 GMT

Glad you’re at least back online on one number. Now you’re back on the grid, might be quicker to call them