topic Re: New to EE - plan not working in Mexico in Mobile Services

New to EE - plan not working in Mexico

SarahAT — Tue, 16 May 2023 04:18:20 GMT

After suffering with poor service from Three, I decided to try EE, whilst still maintaining my Three contract for 1 month. I bought a 30 day contract and added the Roam Abroad pass because during the 30 days I was travelling to Mexico.

In the UK the sim and data worked fine. I’ve been in Mexico for almost s week, I haven’t been able to access any data or text 150. I’m so cross, the app keeps telling its sorry but I can’t access EE right now.

I can’t access my account and can’t contact EE, I’m just relying on hotel Wi-Fi and my old Three account which appears to work fine in Mexico!

Can anyone help?

Re: New to EE - plan not working in Mexico

Katie_B — Tue, 16 May 2023 06:43:32 GMT

Hello @SarahAT.

Welcome to the community.

Before leaving the UK did you activate roaming by either texting ROAMING to 150 or by giving us a call?

The purchase of the Roam Abroad Pass does not automatically activate roaming on your account.

If you did, please could you confirm if you are connected to a local network?

Katie

Re: New to EE - plan not working in Mexico

SarahAT — Wed, 17 May 2023 00:06:02 GMT

Hi Katie
I wasn’t told told to contact 150, I added the roaming using the EE app.

Sent from my iPhone

Re: New to EE - plan not working in Mexico

Chris_B — Wed, 17 May 2023 07:20:36 GMT

@SarahAT You purchased an add on that allows you to use your allowances while there that doesn’t enable roaming thats done by texting ROAMING to 150 or by calling customer service.

Re: New to EE - plan not working in Mexico

SarahAT — Wed, 17 May 2023 12:36:51 GMT

This is where the problem is…. I can’t text 150,the text won’t send and I cannot call 150 either because it won’t connect.

Sent from my iPhone

Re: New to EE - plan not working in Mexico

James_B — Wed, 17 May 2023 12:48:28 GMT

Hi @SarahAT,

Sorry, you won't be able to send a text or make a call from your phone as roaming hasn't been activated on your account.

Please get in touch with Customer Care from another phone or web based calling app if you'd like to activate roaming on your account.

Thanks

James