topic Re: No connection in greece! Help!! in Mobile Services

No connection in greece! Help!!

Hnasir — Tue, 30 May 2023 15:18:40 GMT

Re: No connection in greece! Help!!

Katie_B — Tue, 30 May 2023 16:39:36 GMT

Hi @Hnasir.

Welcome to the community.

Did you activate roaming by texting ROAMING to 150 or by giving us a call before leaving the UK?

Have you tried switching your phone off and on since landing in Greece?

Katie

Re: No connection in greece! Help!!

Hnasir — Wed, 31 May 2023 10:03:43 GMT

No, I realised there was a problem when I arrived. I checked on my app that I was able to use my phone same as I do in the UK but as soon as I arrived I've got no signal at all. My mum is with ee and had a text as soon as we landed about roaming. She didn't text roam before we left the UK. I can't even call ee to get help. I've tried WiFi calling and calling from my mum's phone but can only get through to an automated service that thinks I need help for her account and mot mine. I don't know what else to do! I have turned it on and off...

Re: No connection in greece! Help!!

Katie_B — Wed, 31 May 2023 10:19:41 GMT

Hi @Hnasir.

Roaming must be enabled on your account to be able to use your phone abroad.

If your mum has not text but is able to use her phone this indicates roaming was already active.

When calling our customer care team it will be ok to press any customer service option, once through you can then advise the team it is not regarding the number you are calling from.

Katie

Re: No connection in greece! Help!!

Hnasir — Wed, 31 May 2023 10:29:51 GMT

Thankyou. What's the best number to call from my mum's phone?

Re: No connection in greece! Help!!

Hnasir — Wed, 31 May 2023 10:33:53 GMT

When I call from my mum's phone there is no option to talk to someone about my account. They are presuming it's her account that needs help.

Re: No connection in greece! Help!!

Hnasir — Wed, 31 May 2023 10:36:40 GMT

Is there a way I can do this online? I can't even access my account as the app isn't working.

Re: No connection in greece! Help!!

Katie_B — Wed, 31 May 2023 10:51:41 GMT

Hi @Hnasir.

The number is +44953 966 250.

Our automated service may automatically pick up and assume this is to do with the number you are calling from but please proceed selecting the correct options and you will be connected to an agent.

The online chat team are available but only once logged in to your My EE account.

Katie

Re: No connection in greece! Help!!

Hnasir — Wed, 31 May 2023 10:57:49 GMT

Which options would you suggest?

Re: No connection in greece! Help!!

Katie_B — Wed, 31 May 2023 11:31:04 GMT

Hi @Hnasir.

Option 2 > Option 1 > Option 2 > Option 1 > Option 1 > Option 3 > Continue to hold after the message stating a text has been sent then press option 9.

This will connect you to our technical care team for mobile phone issues.

Katie