topic Re: Using my phone abroad in Mobile Services

Using my phone abroad

Markthomas1960 — Fri, 09 Dec 2022 14:29:01 GMT

I am currently in Tenerife and unable to use any service even though it is part of my package. My roaming is turned on and so is my data. I have the moviestsr logo in the left hand corner with plenty of bars and data signal. I can recieve calls, texts, WhatsApp, Facebook messenger messages etc but can't reply to them and can't use any of my apps. Moviestar keeps asking me to sign in but I am unable to do this. Any ideas?

Re: Using my phone abroad

Katie_B — Fri, 09 Dec 2022 14:44:06 GMT

Hello @Markthomas1960.

I hope you're having a lovely time in Tenerife.

Are you pay as you go or pay monthly?

If you are pay monthly did your plan start on or after July 7th 2021?

Speak soon,

Katie 🙂

Re: Using my phone abroad

Markthomas1960 — Fri, 09 Dec 2022 19:38:21 GMT

Hi Katie

I'm pay monthly and had the contract after that date. Just to give you more info my wife is the main account holder and added me to it. One of the extras on my contract is £2 per day when abroad. I was in Lanzarote recently and didn't have this problem

Thanks

Mark

Re: Using my phone abroad

Jon_K — Sat, 10 Dec 2022 10:38:41 GMT

Hi @Markthomas1960.

Can you try one of the other available networks?

If you need help doing this, let me know what phone you're using.

Jon

Re: Using my phone abroad

Markthomas1960 — Sat, 10 Dec 2022 10:43:11 GMT

Hi Jon

Yes I've tried all the other networks with the same result. Like I said I've done nothing differently to my last trip abroad and it was fine that time.

Re: Using my phone abroad

Jon_K — Sat, 10 Dec 2022 11:33:09 GMT

Thanks @Markthomas1960.

Movistar shouldn't be asking you to sign in, that would only happen on WiFi.

What other networks are in the list of available ones?

Jon

Re: Using my phone abroad

Markthomas1960 — Sat, 10 Dec 2022 13:44:03 GMT

There are lots of different providers coming up such as Orange, Yoigo, Vodafone all in 2,3 or4g and they are all asking me to sign when I am not in WiFi distance, in fact that is coming up evrtytime I leave WiFi signal. One more thing that could help resolve this, there are 2 lots of signal bars next to the provider logo, the second one has a question mark next to it.

Thanks agsin

Mark

Re: Using my phone abroad

Jon_K — Sat, 10 Dec 2022 14:44:41 GMT

Thanks for the additional information, @Markthomas1960.

What phone are you using?

What details are you being asked for to sign in?

Jon

Re: Using my phone abroad

Markthomas1960 — Sat, 10 Dec 2022 15:01:30 GMT

The phone is an huwei Pro. I can't get as far as the details when signing because when I press sign in nothing happens.

Re: Using my phone abroad

Jon_K — Sat, 10 Dec 2022 15:28:50 GMT

Can you try restarting the phone, @Markthomas1960?

Are you able to see if roaming is active in your My EE Account?

Jon

Re: Using my phone abroad

Markthomas1960 — Sat, 10 Dec 2022 20:10:22 GMT

Yes it is available, I texted roaming to 150 and they confirmed it.

Re: Using my phone abroad

Jon_K — Sun, 11 Dec 2022 10:13:45 GMT

Thanks @Markthomas1960.

At this point I'd recommend getting in touch with our Customer Care team.

They'll be able to check your account and run through additional troubleshooting steps.

Jon