topic Re: Re: Please help - Mobile phone showing as sos only in Mobile Services

Re: Please help - Mobile phone showing as sos only

Sarahx10 — Thu, 08 Dec 2022 04:27:54 GMT

I landed this afternoon in the US, I have the de smart sim plan with the roam abroad pass activated. And I have the same issue, I can’t connect to any network manually or automatically…

Please help.
I have contacted the live chat but no one is there at the moment.

Re: Re: Please help - Mobile phone showing as sos only

Christopher_G — Thu, 08 Dec 2022 08:41:32 GMT

Is roaming and international calling activated in your My EE account, @Sarahx10?

It's under Account Settings > Parental & Data Controls.

Chris

Re: Re: Please help - Mobile phone showing as sos only

Sarahx10 — Thu, 08 Dec 2022 12:11:14 GMT

Yes I was in Europe just ten days ago, it was working

Re: Re: Please help - Mobile phone showing as sos only

Christopher_G — Thu, 08 Dec 2022 12:15:13 GMT

OK, thanks @Sarahx10

What happens when you try to search for a network? Does it show any networks at all? Are you in an area where you know there's mobile signal?

Chris

Re: Re: Please help - Mobile phone showing as sos only

Sarahx10 — Thu, 08 Dec 2022 12:35:18 GMT

There are 8 different networks and yes my friend has signal on her iPhone.

Re: Re: Please help - Mobile phone showing as sos only

bristolian — Thu, 08 Dec 2022 12:42:23 GMT

Adding a billing add-on doesn't enable the roaming facility which allows your phone to connect to local networks in foreign countries.

On the basis that you're on pay-monthly, you can activate this by logging into your myEE online account or app, navigating to "parental & data controls", and making sure "international roaming" & "Call abroad & premium rate" are both enabled.

Re: Re: Please help - Mobile phone showing as sos only

Sarahx10 — Fri, 09 Dec 2022 03:20:54 GMT

There is no option to enable international roaming or calling abroad.
i still need help cuz it stopped connecting to networks again..

Re: Re: Please help - Mobile phone showing as sos only

Christopher_G — Fri, 09 Dec 2022 07:53:16 GMT

I recommend speaking to the live chat team again, @Sarahx10.

Hopefully they can help get you connected again.

Chris