topic Re: No emergency cover again! in Mobile Services

No emergency cover again!

jonlss — Fri, 10 Feb 2023 11:07:54 GMT

Second time in as many months we have an emergency situation and unable to make calls and the app and website ate both down "for maintenance" I am abroad and can't make any calls even to 150 despite upgrading.

This could be a life or death problem for someone (fortunately not this time but last time it literally was)

EE you need to sort this, if you take both the app and website down you must have some kind of back up for your customers! Webchat or something?

Re: No emergency cover again!

XRaySpeX — Fri, 10 Feb 2023 12:48:16 GMT

@jonlss : MyEE being down for "for maintenance" has nowt to do with your ability to make calls abroad.

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.

Re: No emergency cover again!

jonlss — Fri, 10 Feb 2023 15:19:02 GMT

Yes correct isn't the cause but wasn't able to do anything to resolve as couldn't call 150 and couldn't log in to access webchat.
As it happens I did track down this link via a google search which got me connected to a webchat and the problem sorted. But couldn't find this link anywhere on ee.co.uk
https://ee.co.uk/contact-ee/account-billing/mobile

Re: No emergency cover again!

XRaySpeX — Fri, 10 Feb 2023 16:01:06 GMT

Yes, they've stupidly (intentionally/don't want calls?) removed "Contact EE" from top of every page 😞 .

Re: No emergency cover again!

bristolian — Fri, 10 Feb 2023 17:04:25 GMT

Once international roaming is active on a phone, it remains so for any future trips. And coverage abroad is reliant on local networks in those foreign countries - EE's role is to enable the facility that your phone can connect to them.