topic Roaming not working in US in Mobile Services

Roaming not working in US

PiperGram — Tue, 02 May 2023 15:19:05 GMT

Hello Community,

I'm on pay monthly and activated roaming abroad via text and received a confirmation message while in UK. Having landed in the US, it's not working and the EE page on data on the Sign In To Network iFrame says "you don't have data, buy a pack". Switching to WiFi, my EE app/website says I have the pack enabled.

Roaming activated in the EE app by default, checked in my Android Settings and restarted the phone multiple times.

Halpppp! Do you know what else I can do?

Re: Roaming not working in US

Katie_B — Tue, 02 May 2023 15:36:14 GMT

Hello @PiperGram.

Welcome to the community.

Where abouts in the states are you?

Have you tried manually connecting to another network?

Katie

Re: Roaming not working in US

XRaySpeX — Tue, 02 May 2023 15:39:39 GMT

Loads of contradictions here! If you have a pack & it says you need a pack you ain't on a pay monthly contract but PAYG. If you're on PAYG you don't & can't activate roaming abroad via text and receive a confirmation message; PAYG is auto activated for roaming.

What does your online MyEE say about your current Pack, allowances & credit? It'll be on the landing or My EE Mobile page.

Re: Roaming not working in US

bristolian — Tue, 02 May 2023 16:53:26 GMT

And to add - pay-monthly roaming can't currently be enabled online, it's an account-level setting - not something you can do via your phone menus.

Re: Roaming not working in US

PiperGram — Wed, 03 May 2023 05:48:16 GMT

Washington, does this make a difference?

The default network is AT&T. I've manually tried connecting to Verizon and T-Mobile, and registration fails for both.

Re: Roaming not working in US

PiperGram — Wed, 03 May 2023 06:01:44 GMT

Yep - the contradictions make it especially frustrating as a customer! I am a pay monthly customer.

EE App: Plans >> Add-Ons >> Roam Abroad Pass Add On Enabled. Have the same confirmed via text while in UK.

When I go off WiFi, an AT&T notification pops up with an EE screen in an iframe and just two options: My Data/Buy Data.

In this screen it says I don't have a pass enabled and I need to buy data by the day, as if I am a PAYG customer.

Many months back I was PAYG and it looks like a sync issue between EE and AT&T systems.

Is there anyone in EE Support who can help here?

Re: Roaming not working in US

PiperGram — Wed, 03 May 2023 06:04:16 GMT

Not sure I got that, I purchased the pack via the app and mentioned even the toggle under settings for roaming data was enabled.

Re: Roaming not working in US

Christopher_G — Wed, 03 May 2023 06:37:06 GMT

It sounds like you may need to speak to our Mobile Care team, @PiperGram. I've seen other people in a similar situation mention downloading VoIP services, such as Skype, to call.

Chris

Re: Roaming not working in US

XRaySpeX — Wed, 03 May 2023 10:59:01 GMT

Ah, "buy data" doesn't mean "buy a pack"! If you don't have the Roam Abroad Pass enabled you need to buy daily data add-ons even on contract.

Look at http://add-on.ee.co.uk/purchase when not connected to WiFi to see what data add-ons are available. I'm not sure it'll work overseas.

This is not EE CS. For that you'll need to phone. Try calling CS on the Freephone no. in my sig. on Skype over WiFi. It should be free.