topic Can't contact Customer Service from Canada in Mobile Services

Can't contact Customer Service from Canada

JohnB77 — Thu, 16 Feb 2023 19:16:03 GMT

Hi All - I set up Roaming while in the UK, and got text saying I was now paying £10pm for it. It did not suggest that I now text Roam to 150 to activate it, so I have been in Canada for 3 days without any service. I can't text or call ee because I can't text or call until my roaming pass kicks in. I can't call on Skype because they are not sending me the code I requested to set it up. So I'm stuck in Canada, here to work and I can't do anything except get online! Please help.

Re: Can't contact Customer Service from Canada

JohnB77 — Thu, 16 Feb 2023 19:17:53 GMT

Me again... forgot to say that messaging on the ee site is not available and live chat is not appearing. Stuck!

Re: Can't contact Customer Service from Canada

XRaySpeX — Thu, 16 Feb 2023 19:45:02 GMT

@JohnB77 : As 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.

Try calling CS on the Freephone no. in my sig. on Skype over WiFi. It should be free.

Re: Can't contact Customer Service from Canada

Chris_B — Thu, 16 Feb 2023 19:50:03 GMT

@JohnB77 Purchasing add ons doesn’t enable roaming on your account and these are not the same thing. It’s not EEs responsibility to make sure you enable roaming on your account as that’s an end user option. If roaming isn’t enabled on your account you’ll need to contact customer services, live chat is available via your online account but you’ll have to wait till an agent is free to chat. Alternatively use Skype as @XRaySpeX has said.

Re: Can't contact Customer Service from Canada

JohnB77 — Thu, 16 Feb 2023 19:57:55 GMT

Thanks Chris, but I've been waiting 36 hrs for live chat to be available, checking a few times every waking hour! Can't use Skype as I say above.

Thanks to you anyway

John

Re: Can't contact Customer Service from Canada

JohnB77 — Thu, 16 Feb 2023 21:44:16 GMT

I have sorted this out now, but only by paying to borrow a stranger's phone to call the UK. Expensive and unnecessary.
I hear you Chris when you say It’s not EEs responsibility to make sure you enable roaming on your account, but I paid for the roaming pass and got a text saying that I'd done so successfully; there should have been some advice at some point in the process to tell me that I then needed to something else to activate it.

There should also have been live chat available and it wasn't every time I checked mutiple times per day.

Messaging should also have been available on the site, but it wasn't... just a note apologising.

Bad communication from EE cost me hours of trying to rectify this.
Skype hasn't helped by not sending codes too! What a mess, but I can get on now.
Thanks to all who replied. J

Re: Can't contact Customer Service from Canada

Leanne_T — Fri, 17 Feb 2023 07:40:23 GMT

Hi @JohnB77

Thanks for coming back and letting us know and for the feedback.

I hope you have a lovely time.

Leanne.