topic Re: Nightmare in Mobile Services

Nightmare

Irate1 — Fri, 11 Nov 2022 22:57:58 GMT

Travelled to America

Phone won't connect to a network, neither at&t or t-mobile

No phone, no text, no data and I paid for us roaming. Have logged onto hotel WiFi but can't ring EE as WiFi calling doesn't work, can't email, can't setup ee app because it needs to send me a pin.

Did manage to get chat on small business but couldn't help. My company uses two factor authentication so no laptop either. Likely to be a wasted trip - hate EE for not thinking about what happens when things go wrong on their end.

EE community is last resort to try to get help (yes ive tried manual and automatic network detection)

Does anyone know how to raise a technical fault with EE given i can only use WhatsApp to call but I can use email???

Re: Nightmare

Irate1 — Fri, 11 Nov 2022 23:01:14 GMT

They're technical support are good if your phone works if it doesn't you are in big trouble as they seem to have no way to get help in these circumstances

Re: Nightmare

bristolian — Fri, 11 Nov 2022 23:09:33 GMT

Enabling a billing add-on as you seem to describe, is separate to enabling the roaming facility which allows your phone to connect to foreign networks. That is free of charge, and I suspect is what you've not done.

Log in to your myEE online account or app, and navigate to "parental & data controls" - you need to ensure that "International roaming" & "Call abroad & Premium rate" are both enabled, I suspect they won't be.

If for whatever reason you're not able to, then you'll need to contact EE C/S to do so - try using +44 800 0798586 from a web-calling app such as Skype.

Re: Nightmare

Chris_B — Fri, 11 Nov 2022 23:12:55 GMT

@Irate1 You don’t pay for roaming it’s an option you enable via the account the device is on. You might pay to have an add on that allows you to use your allowance while there but that’s all you pay for. Having roaming enabled on your account and purchasing adds on are not the same thing.

Nothing has gone wrong at EEs end it’s your account that you setup so you can use roaming. Or you check to see if it’s ok before you leave the UK and that’s done by texting ROAMING to 150

you can login to your online account (not the via the app ) that the device is on you can enable roaming on your account.

you can access your account HERE

Re: Nightmare

Irate1 — Fri, 11 Nov 2022 23:18:27 GMT

I have roaming enabled but your link doesn't work because I cant create an account because it wants to verify my device with a pin it texts to the phone which I cant get...

Re: Nightmare

Chris_B — Fri, 11 Nov 2022 23:22:25 GMT

@Irate1 How do you know roaming is enabled on your account if you haven’t set one up. You need to access an account to see this.

Re: Nightmare

bristolian — Fri, 11 Nov 2022 23:36:15 GMT

If for whatever reason you're not able to, then you'll need to contact EE C/S to do so - try using +44 800 0798586 from a web-calling app such as Skype, or +44 7953 966250 from any working phone.

Re: Nightmare

Schockwave — Sat, 12 Nov 2022 13:33:21 GMT

@Irate1 , just to add, wifi calling will only work in the UK, not abroad, so that is why you cannot use it, but it is up to you to make sure that roaming is all set up before going abroad.

Re: Nightmare

Irate1 — Sat, 12 Nov 2022 13:49:12 GMT

Because my IT manager in the uk has been in and set this up. Then my hr manager has gone and checked as well

Re: Nightmare

Irate1 — Sat, 12 Nov 2022 13:50:21 GMT

Thankyou this is the first piece of real help! I dont have another phone but will have tomorrow evening 🙂

Re: Nightmare

Irate1 — Sat, 12 Nov 2022 13:53:35 GMT

I followed your login link put in username and password and I get in red

Please try again later

Things aren't working right now

Re: Nightmare

Irate1 — Sun, 13 Nov 2022 16:55:04 GMT

So it turns out the problem is with network mode (not roaming setup or package)

LTE/3G/2G (auto connect) doesn't work

3G/2G (auto connect) doesn't work

3G only does work !!!!! 🙂

It's a shame a company pushing 5G ready hasn't taken the time to ensure folks who travel can use 4G. The removal of chat from customer service makes it almost impossible for a user in trouble. I'd say EE is good if you stay in UK and have trouble with coverage where the automatic wifi calling works brilliantly but if you travel abroad consider someone else!

Re: Nightmare

bristolian — Sun, 13 Nov 2022 18:40:30 GMT

Glad you've got it sorted, but it sounds like these issues are US-specific, not with EE's roaming setup.

Out of interest, which networks are you connecting to, that are allowing access to (from the sounds) 3G?