topic Re: left without service when abroad on my own in Mobile Services

left without service when abroad on my own

andrew218 — Fri, 05 May 2023 12:26:02 GMT

hi i was in greece recently and have a contract with EE that was taken out in 2019 so still should still be able to use my minutes and texts when in the EU. i do not make many calls so when i did come to make a call to my transfer company was unable to connect no service. so had no transfer back to airport had to pat 35 euro for a taxi. on returning back to UK contacted EE concerning this and have be told i should of been able to use my phone by one adviser then speaking to another was told my calls in EU are barred. but under the regulations set out by OFCOM i have been inform that they are in breach of their contract as my contract was taken out in 2019 and should be still able to use my phone when in the EU as if i was in the UK .I feel this company have let me down and want to warn people be careful. i am not a old person or disabled but i could of been and could of missed my flight and been stranded. this company is a waste of time and their customer service is very poor.

Re: left without service when abroad on my own

Chris_B — Fri, 05 May 2023 12:34:33 GMT

@andrew218 Just to check was roaming enabled on your EE account? If roaming is enabled on your account, did you try and manual network search? did you try restarting the device ? did you use the device in that location before you tried to book a this transfer ?

Re: left without service when abroad on my own

andrew218 — Fri, 05 May 2023 14:45:31 GMT

yes it was connected to roaming and Greek network but would not let my calls connect. i did turn off and restart my device but still would not let calls connect would come up as dialing them disconnect.. my phone is set up for use world wide according to EE who emailed me the day after my return to the UK. Atfer i had put in a complaint. I am still awaiting for them to apologize for lack of service.

Re: left without service when abroad on my own

Leanne_T — Fri, 05 May 2023 14:56:29 GMT

Hi @andrew218

I am sorry to hear this happened when you were roaming, did you try and connect to a different network in your phone settings to see if you could make calls on another network?

Could you send and receive texts in Greece?

Speak soon.

Leanne.

Re: left without service when abroad on my own

andrew218 — Fri, 05 May 2023 15:40:42 GMT

I even tried to contact EE customer service but would not let my call connect. i will fight my case till the end. so this does not happen to a elderly or disabled person who is on holiday alone god knows what would of happend as there phone is their life line. EE are not a company i would recommend. the service when you phone them is a we dont care attiude.

Re: left without service when abroad on my own

bristolian — Fri, 05 May 2023 16:01:44 GMT

@andrew218 wrote:

hi i was in greece recently and have a contract with EE that was taken out in 2019 so still should still be able to use my minutes and texts when in the EU. i do not make many calls

This refers to the costs of using your phone abroad. The ability to roam requires international roaming & no-international call bars to be enabled, which is a separate concept.

It is always a good idea to make a test call on your arrival abroad, if only to ensure all is working as it should.

Re: left without service when abroad on my own

andrew218 — Fri, 05 May 2023 16:52:01 GMT

due to my contract not having changed since 2019 i can still use my text and mins in the EU as if i was in the uk.my phone was on roaming and connected to a Greek network. just would not let me make calls. 24 hours after contacting EE i am still awaiting a call back no apology as yet, very good custmmer services NOT

Re: left without service when abroad on my own

Chris_B — Fri, 05 May 2023 17:24:37 GMT

@andrew218 If roaming is enabled on your account then everything was setup correctly have you used this device abroad before ? If you have and you’ve not changed anything on your EE account then EE isn’t responsible for you lack of service as your account settings will allow you to roam with that device.

Just to double check you did dial +30 at the start of the number? After all your are calling an international number and that’s the dial code for Greece. And when you tried to call EE you did dial +44 7953 966 250 as 150 will not work

Re: left without service when abroad on my own

andrew218 — Fri, 05 May 2023 18:33:24 GMT

i have used this device many times when in the EU. and yes i did dial +30 and also when trying to called EE used the number about and not 150.

Re: left without service when abroad on my own

Chris_B — Fri, 05 May 2023 21:09:29 GMT

@andrew218 So you think it was EE stopping you when everything was correct on your account. and as you say you’ve used this abroad before.

Re: left without service when abroad on my own

andrew218 — Fri, 05 May 2023 23:13:24 GMT

yes i do. was told by one adviser when i returned

Re: left without service when abroad on my own

bristolian — Sat, 06 May 2023 08:40:19 GMT

If roaming was already enabled on your account, EE would have no basis nor mechanism for removing this - and therefore the obvious conclusion is that your problems were somewhere on the Greek side.

The standard advice in these scenarios is to toggle flight mode and/or try connecting to an alternative local network.

Re: left without service when abroad on my own

RAH55 — Wed, 17 May 2023 07:16:22 GMT

I am in the same position as Andrew. Arrived in Zakinthos, Greece yesterday. Received text from EE soon after arriving saying that all calls and allowances would be same as in UK, but can't make calls or send texts

When I try to make a call I get a message "not authorised"

Re: left without service when abroad on my own

Christopher_G — Wed, 17 May 2023 07:28:48 GMT

Hi @RAH55

Welcome to the community.

Did you enable roaming before travelling abroad? Are you on contract or pay as you go?

Chris

Re: left without service when abroad on my own

RAH55 — Wed, 17 May 2023 07:31:33 GMT

I am on contract but didn't enable roaming before leaving the UK. What can I do to get a phone and text service will in Greece?

Re: left without service when abroad on my own

Christopher_G — Wed, 17 May 2023 08:32:02 GMT

OK. thanks @RAH55

You'll need to speak to our Mobile Care team. Probably easiest to call 150 from someone else's phone, if you're with someone who's on EE. Otherwise, there's an international number on our get in touch page. I've seen users in a similar situation use a VoIP service such as Skype to call too.

Chris