topic Re: Urgent help needed in Mobile Services

Urgent help needed

Blackheartuk — Wed, 01 Mar 2023 16:29:37 GMT

Hi I really need help. I’ve travelled to Spain from the UK and when I arrived I turned my phone off airplane mode and I can’t get any network. I’m using the hotel reception to do this. I have wifi call enabled but can’t call EE. I have roaming turned on and I’ve tried resetting network settings and nothing has fixed it. I have no way of contacting EE!

Re: Urgent help needed

Katie_B — Wed, 01 Mar 2023 16:34:04 GMT

Hello @Blackheartuk.

Welcome to the community.

Before leaving the UK did you activate roaming on your EE account?

Have you tried manually selecting another available network?

Katie

Re: Urgent help needed

Blackheartuk — Wed, 01 Mar 2023 16:36:39 GMT

Hi Katie, yeah I did and I changed my smart benefit to roaming pass. I’ve tried manually doing it and when I select a network it doesn’t connect

Re: Urgent help needed

Katie_B — Wed, 01 Mar 2023 16:41:53 GMT

Thanks for letting me know @Blackheartuk.

To confirm did you activate roaming by texting ROAMING to 150 or by giving us a call?

Are you aware of anyone else experiencing this?

Katie

Re: Urgent help needed

Blackheartuk — Wed, 01 Mar 2023 16:43:13 GMT

No because it was on my phone ticked. I didn’t get a text when I arrived in Spain either. No I’m alone

Re: Urgent help needed

Katie_B — Wed, 01 Mar 2023 16:47:11 GMT

Hi @Blackheartuk.

The setting must be activated on your EE account as well as your phone to be able to use roaming.

I would recommend logging in to your My EE account and speaking with our online chat team who will be able to activate this for you.

Katie 🙂

Re: Urgent help needed

Blackheartuk — Wed, 01 Mar 2023 16:47:47 GMT

Hi Katie it doesn’t give me the option for this

Re: Urgent help needed

Blackheartuk — Wed, 01 Mar 2023 16:49:04 GMT

Is there any way you could call me? I’m alone abs in very distressed

Re: Urgent help needed

Blackheartuk — Wed, 01 Mar 2023 16:51:34 GMT

I used it in Spain in September with no issues

Re: Urgent help needed

Katie_B — Wed, 01 Mar 2023 16:55:10 GMT

Hi @Blackheartuk.

I have responded to your private message.

Katie