topic Re: eSIM Not Working Overseas in Mobile Services

eSIM Not Working Overseas

chipbury — Mon, 17 Apr 2023 18:07:04 GMT

Hi,

I'm using an iPhone SE with EE eSIM (monthly contract) and a local Ecuador SIM.

Last time I was in the country this worked really well, I could use the Ecuador data for all calls and internet use and still receive text messages on the EE eSIM (codes for logging into bankng apps etc.).

However this time the eSIM is not working at all - I got the normal welcome to Ecudaor text message from EE on arrival but it won't receive any text messages. No settings have changed on the phone since last time - why would it be a problem now?

Thanks for any help.

Chris

Re: eSIM Not Working Overseas

Chris_B — Mon, 17 Apr 2023 18:11:20 GMT

@chipbury Just to check you haven’t disabled roaming on your EE account? Or does the device show a signal? If it does have you just tried restarting the device and perhaps doing a manual network search.

Re: eSIM Not Working Overseas

bristolian — Mon, 17 Apr 2023 19:15:49 GMT

If the phone is showing a local network connection on the EE SIM - can you make/receive calls? Can you send text messages?

How about if you send a text message to your own number?

Re: eSIM Not Working Overseas

chipbury — Mon, 17 Apr 2023 20:57:13 GMT

Thanks for the replies.

The device does not show a signal on the lower set of strength bars (the upper set is the Ecuador SIM), last time I was here the lower set of bars showed a signal as well.

If I do a manul network search it sees three networks but doesn't connect (eg if the Ecuador SIM is switched off it shows no signal).

I've switched the phone off/on a few times and checked all settings but no improvement.

I've always had roaming enabled on the account (it worked in Amsterdam on the way out).

Cheers,

Chris

Re: eSIM Not Working Overseas

Christopher_G — Tue, 18 Apr 2023 15:09:10 GMT

Hi @chipbury

It could be a local network problem. It may be worth calling our technical support team through a VoIP service, such as Skype.

Chris

Re: eSIM Not Working Overseas

chipbury — Tue, 18 Apr 2023 20:50:09 GMT

Hi,

I can't call - when will the message/chat service be working again?

Cheers,

Chris

Re: eSIM Not Working Overseas

Katie_B — Wed, 19 Apr 2023 06:28:35 GMT

Hi @chipbury.

Our online chat team are available 8am till 10:30pm every day UK time.

The online chat service can be accessed by logging in to your My EE account.

Katie

Re: eSIM Not Working Overseas

chipbury — Wed, 19 Apr 2023 12:06:08 GMT

Hi,

Thanks for the tip - however the online chat window does not appear when i'm logged in?

It seems that your system does not like people connecting from overseas?

Cheers,

Chris

Re: eSIM Not Working Overseas

Katie_B — Wed, 19 Apr 2023 12:49:34 GMT

Hi @chipbury.

The option will appear when an agent is available.

Have you been able to try calling over WiFi using Skype as @Christopher_G has advised?

Katie

Re: eSIM Not Working Overseas

chipbury — Wed, 19 Apr 2023 17:49:37 GMT

Hi,

The chat option does not appear even if i sit for an hour?

I cannot use skype from here - is it possible to use Whatsapp to contact?

It's a bit annoying when the roaming service doesn't work as it appears there is no way to contact you from overseas without paying for a call?

Cheers,

Chris

Re: eSIM Not Working Overseas

bristolian — Wed, 19 Apr 2023 18:04:31 GMT

EE has no WhatsApp contact.

If your roaming service has been active in the past, there's no reason for it to have been deactivated.

Re: eSIM Not Working Overseas

AdamC1630 — Tue, 22 Aug 2023 16:00:07 GMT

Did you ever get a resolution to this, I’m in Vietnam, similar setup no EE signal

Re: eSIM Not Working Overseas

Chris_B — Tue, 22 Aug 2023 16:28:10 GMT

@AdamC1630 EE don’t operate outside the UK, so you’re not connect to the EE network if that’s what you’re assuming, but you will connect with roaming network but only if you enable roaming on your pay monthly account, did you do that before you left the UK ?

Re: eSIM Not Working Overseas

chipbury — Tue, 22 Aug 2023 16:38:52 GMT

In the end the problem was due to EE messing with my account. They'd taken the international roaming off for some reason. It took a lot of discussion to persuade anyone that they were at fault - took about 3 weeks in the end.

I wasn't terribly impressed...

Re: eSIM Not Working Overseas

AdamC1630 — Wed, 23 Aug 2023 01:19:12 GMT

Hi

Yes, roaming is enabled.I’ve never had problems before but this year is then is the first year I converted the EE sim to an EE sim and installed a second sim for local data roaming

Sent from my iPad

Re: eSIM Not Working Overseas

Leanne_T — Wed, 23 Aug 2023 06:27:37 GMT

Hi @AdamC1630

Please get in touch with our customer care team from any other phone on +44 7953966250 and the team will get this looked into for you.

Leanne.