topic Roaming USA in Mobile Services

Roaming USA

Vixosborne8 — Tue, 18 Apr 2023 11:49:06 GMT

Hi, I have a roaming pass but now in USA I can’t connect. Roaming is enabled, network selection is automatic, I have restarted the phone the ‘message us’ system doesn’t work as the start conversation button doesn’t appear. I can’t ring customer services. I can’t make WiFi calls and Skype have locked me out . Help what do I do? TIA

Re: Roaming USA

XRaySpeX — Tue, 18 Apr 2023 12:33:57 GMT

@Vixosborne8 : 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.

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

Re: Roaming USA

Vixosborne8 — Tue, 18 Apr 2023 18:05:09 GMT

Hi, thanks for trying to help. I am out of contract but on pay monthly. I
have used the phone in uk and France successfully. Roaming is activated on
the phone as is auto network select and yes, I have rebooted. Feeling
helpless as I can’t ring ee and their messaging doesn’t seem to work. And
yes I have bought a roam abroad add on!!!

Re: Roaming USA

Katie_B — Wed, 19 Apr 2023 06:02:51 GMT

Hello @Vixosborne8.

Thanks for coming here.

Have you tried switching off auto select and tried manually connecting to another available network?

Katie

Re: Roaming USA

Vixosborne8 — Wed, 19 Apr 2023 10:02:38 GMT

Hi there. Yes I have tried manually selecting a network, choosing a network then rebooting. Still no joy. I have done this with the six different networks avaialable. None worked. I have now resumed auto selection. I have tried everything I can think of and still have no phone so I can’t ring CS at EE. I have now had to buy a USA sim so I can make calls. I will have to chase a refund of the roaming pass when I get back to UK. Very unhappy here

Re: Roaming USA

Katie_B — Wed, 19 Apr 2023 10:20:36 GMT

I am sorry to hear this @Vixosborne8.

Our customer care team will be able to look into this further for you.

The team can be contacted via our live chat service too which can be located within your My EE account.

Katie

Re: Roaming USA

Vixosborne8 — Wed, 19 Apr 2023 10:28:31 GMT

The live chat service isn't working. The screen says to wait for a ‘message us’ button to open in a few minutes but nothing ever appears. Perhaps it can’t be accessed from overseas? I have wasted soooo much time on trying to get this resolved. Even getting someone in uk to telephone CS on my behalf but nothing is resolved.

Re: Roaming USA

Katie_B — Wed, 19 Apr 2023 10:37:46 GMT

Hi @Vixosborne8.

You must be logged in to your online account.

The option will then appear within your account when an agent is available.

Katie

Re: Roaming USA

Vixosborne8 — Wed, 19 Apr 2023 10:45:37 GMT

I am / I was logged in. The button NEVER appears. I have seen other commentators saying they can’t access it either. One very unhappy customer here. Impossible to reach customer services on phone as no calls/texts working and no chat available

Re: Roaming USA

Katie_B — Wed, 19 Apr 2023 11:21:57 GMT

Hi @Vixosborne8.

I have sent you a private message for more details.

Katie

Re: Roaming USA

BTJT23 — Mon, 05 Jun 2023 12:15:05 GMT

Hi EE community service,

my husband and I are currently in the USA for an extended stay and we are having EXACTLY the same problem as the initial poster. This is now the 3rd time in under 12 months this has happened to us. My husband is registered disabled and it is imperative I am able to make phones calls. We have the roaming package, we have auto network selected, we have turned phone on and off. Please resolve this asap before I am forced to go and purchase a USA phone and recharge EE on my return in addition to switching away from EE on our return.

Re: Roaming USA

James_B — Mon, 05 Jun 2023 13:29:06 GMT

Hi @BTJT23,

Welcome to the EE Community. 🙂

Has your phone ever worked outside of the UK? If it hasn't, roaming may not be activated on your account.

James

Re: Roaming USA

BTJT23 — Mon, 05 Jun 2023 13:44:50 GMT

Hi James,

Thank you for your response.

until May 2022, both my iPhone 11 and my husbands Samsung Galaxy S8+ always worked outside the UK. This was worldwide including USA and the Far East and Caribbean.

On this occasion, we had several conversations with EE prior to our trip to ensure this problem did not occur. We were GUARANTEED that we would not have an issue.

This needs to be resolved ASAP

Re: Roaming USA

James_B — Mon, 05 Jun 2023 13:55:13 GMT

Hi @BTJT23,

If you're account was checked over before you travelled then roaming should be activated on your account.

Which roaming add-on did you purchase?

What type of phone are you using?

James

Re: Roaming USA

BTJT23 — Mon, 05 Jun 2023 14:18:20 GMT

We purchased the roaming abroad £15 per month package for both phones

my husband has a Samsung Galaxy S8 and I have an iPhone 11

We have held these accounts for 20 years, we have travelled extensively worldwide and have never experienced these problems prior to May 22.

neither phone will contact automatically to any USA network and when we try to select manually all available networks we get the following messages: AT & T - no service selected network ( AT&T) not available. T-Mobile - no service selected network (T-Mobile) not available, Verizon - not registered on network

our accounts will show that we have questioned this lack of service on the last 2 occasions we have stayed in the USA and have received refunds on both occasions. If you wish our surname and phone numbers concerned please send private message please let me know.

we do have Wi-Fi where we are and could therefore communicate via What’s App.

Re: Roaming USA

James_B — Mon, 05 Jun 2023 14:25:33 GMT

Hi @BTJT23,

Sorry, we can't access your account via the community forum.

Is 4G Calling activated in your phone's settings?

Have you been able to test your phones in more than one location to rule out a local network issue?

James

Re: Roaming USA

BTJT23 — Mon, 05 Jun 2023 14:40:55 GMT

Hi James,

Yes 4g calling is turned on and yes we have tried our phones in other locations with no success. There is no logical reason why our phones do not work.

if you are not able to help further can you please advise an email address for sending a complaint to as we are unable to speak to anyone. I need this resolved now as my husband is disabled and I cannot be without access to phone

Re: Roaming USA

James_B — Mon, 05 Jun 2023 15:00:56 GMT

Hi @BTJT23,

If you're able to access another phone or use a web based calling app, you can contact Customer Care on +44 7953 966 150.

To raise a complaint, please see Make a complaint (ee.co.uk).

Hope this helps.

James

Re: Roaming USA

XRaySpeX — Mon, 05 Jun 2023 15:05:59 GMT

@BTJT23 : EE provide no email contact. You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form at the foot of the page.

Re: Roaming USA

edna6 — Fri, 01 Sep 2023 15:27:53 GMT

I am in USA and getting a text every 30 mins or so from EE saying I have a roaming data use package. There's no 'message us' function so I can't tell if this is an erroneous repeat message, or perhaps I'm being charge £6 each time. There is no one to talk to which is absolutely terrible. IDK if others in this group can help but grateful for suggestion.