topic Re: Can't turn on International Roaming whilst abroad in Mobile Services

Can't turn on International Roaming whilst abroad

r0tary — Wed, 07 Dec 2022 08:51:26 GMT

I'm currently abroad and unable to connect to a local network.

I believe my international Roaming is not turned on, but I can't find anyway to do it. I can't text ROAM to 150 because obviously I'm not connected to a network.

Help topics all seem to say log in and then go to manage devices and turn on roaming. But there's no manage devices sub menu anywhere. I've tried calling customer services (at international rates since I'm abroad!) and been on hold for an hour with nobody answering.

I've looked in myEE app and the only place roaming is mentioned there, it says to text Roam to 150

Re: Can't turn on International Roaming whilst abroad

Christopher_G — Wed, 07 Dec 2022 08:55:00 GMT

Hi @r0tary

Welcome to the community.

It should be under the parental & data controls section of your My EE account.

Chris

Re: Can't turn on International Roaming whilst abroad

r0tary — Wed, 07 Dec 2022 12:26:23 GMT

All I can see there is instructions to text Roam to 150

but as I'm already overseas, I can't do that

Re: Can't turn on International Roaming whilst abroad

bristolian — Wed, 07 Dec 2022 12:28:03 GMT

Are you on PAYG or pay-monthly contract?

Re: Can't turn on International Roaming whilst abroad

r0tary — Wed, 07 Dec 2022 12:32:12 GMT

monthly

Re: Can't turn on International Roaming whilst abroad

James_B — Wed, 07 Dec 2022 12:43:15 GMT

Hi @r0tary,

Welcome to the EE Community. 🙂

Are you registered in My EE as the bill payer or user?

In My EE online, go to Account settings > Manage numbers to check.

James

Re: Can't turn on International Roaming whilst abroad

r0tary — Wed, 07 Dec 2022 12:46:53 GMT

I'm on there as both

Re: Can't turn on International Roaming whilst abroad

James_B — Wed, 07 Dec 2022 13:01:12 GMT

Hi @r0tary,

If you're registered as the bill payer, you should be able to update your roaming settings via My EE.

In My EE online, please go to Menu > Account Settings > Parental and Data Controls

Can you see an option to enable roaming?

James

Re: Can't turn on International Roaming whilst abroad

r0tary — Wed, 07 Dec 2022 13:08:07 GMT

Hi,

No I can't.

I only see this

with no option to turn it on

Re: Can't turn on International Roaming whilst abroad

XRaySpeX — Wed, 07 Dec 2022 13:18:38 GMT

Are you looking for them in your online MyEE rather than the app?

Re: Can't turn on International Roaming whilst abroad

r0tary — Wed, 07 Dec 2022 13:22:50 GMT

I looked in both and can't see the option.

Also I'm not looking to turn on data roaming.

It's the general roaming that will allow me to register on a local network so I can receive calls and texts.

Re: Can't turn on International Roaming whilst abroad

XRaySpeX — Wed, 07 Dec 2022 13:25:13 GMT

If you can't enable the Roaming Abroad and the Call Abroad & Premium Rate settings of your online MyEE, you will need to call CS. Try calling CS on the Freephone no. in my sig. via Skype over WiFi. It should be free.

Re: Can't turn on International Roaming whilst abroad

r0tary — Thu, 08 Dec 2022 14:23:34 GMT

I managed to get through to customer services in the end and they turned roaming on for me.

They weren't able to explain why I couldn't change it online or in app either.

But after a few hours, i restarted my phone and it's sorted now

Re: Can't turn on International Roaming whilst abroad

James_B — Thu, 08 Dec 2022 14:39:22 GMT

Thanks for the update @r0tary

I'm happy to hear it's sorted. 🙂

James

Re: Can't turn on International Roaming whilst abroad

PaulF11 — Thu, 23 Feb 2023 02:35:20 GMT

I have the same problem as @rOtary but can't call customer services or anyone else for that matter

Re: Can't turn on International Roaming whilst abroad

James_B — Thu, 23 Feb 2023 07:53:53 GMT

Hi @PaulF11,

Welcome to the EE Community. 🙂

If you didn't activate roaming before you travelled, you would need to call Customer Care from another phone or a calling app over WiFi so the team can activate it on your account.

Thanks

James

Re: Can't turn on International Roaming whilst abroad

PaulF11 — Thu, 23 Feb 2023 19:53:44 GMT

Hi James

I have not had to activate roaming separately when travelling to Europe so thought it would already be on for Canada and New Zealand.

Just calling does not work as the msg states I need to connect to WiFi, which I clearly am and WiFi calling is on. I have tried WhatsApp but it doesn't recognise the number as a contact. I have tried downloading other apps but as I'm not connected to a network I don't receive the verification codes.

The other phone on this contract is in the same position.

Is there an email address I can contact to resolve this as it appears all I have to do is contact CS to ask them to turn something on?

Yours In communicado 🤔

Re: Can't turn on International Roaming whilst abroad

XRaySpeX — Thu, 23 Feb 2023 19:56:42 GMT

@PaulF11 : EE maintains no email contact. Try calling CS on the Freephone no. in my sig. on Skype over WiFi. It should be free.

Re: Can't turn on International Roaming whilst abroad

PaulF11 — Thu, 23 Feb 2023 21:19:23 GMT

Cannot activate Skype as it wants to text me a security code for verification. See above.

Re: Can't turn on International Roaming whilst abroad

Leanne_T — Fri, 24 Feb 2023 08:01:30 GMT

Hi @PaulF11

In this case, you would need to call us on the contact @James_B has provided in the link. Our mobile care team will certainly help you get this sorted.

Leanne.