topic International Roaming in Mobile Services

International Roaming

Mark386 — Sun, 11 Jun 2023 18:16:22 GMT

Hi,

I am currently in Australia, I activated my international roaming before I left. However I have been here 3 days now and my phone cannot connect to a network (pixel 6a) either manually or automatically.

Any thoughts?

Re: International Roaming

XRaySpeX — Sun, 11 Jun 2023 18:22:21 GMT

On what did you activate international roaming & how?

Re: International Roaming

Leanne_T — Mon, 12 Jun 2023 06:37:30 GMT

Hi @Mark386

Thanks for coming here.

Do you have a pay as you go or pay monthly account?

If this is pay monthly, did you text ROAMING to 150 before travelling?

Leanne 🙂

Re: International Roaming

Mark386 — Mon, 12 Jun 2023 17:43:52 GMT

Hi,

Pay monthly and yes I called to activate the day before I flew. The pass
also is shown on my billing.

Re: International Roaming

Katie_B — Tue, 13 Jun 2023 06:09:37 GMT

Thanks for confirming @Mark386.

Have you tried a simple restart by switching your phone off and on since arriving?

Katie

Re: International Roaming

Mark386 — Wed, 14 Jun 2023 19:47:32 GMT

Yes I did.

Have called EE via Skype. CS put me through to tech services.

Email would be a better way to communicate because I keep getting cut off.
Then I have to start the process again with different people.

Does any one have a direct line of communication to Tech services, either
email or phone?

Re: International Roaming

XRaySpeX — Wed, 14 Jun 2023 19:52:58 GMT

There is no email contact & you have the phone nos.

Re: International Roaming

EEneedswork — Wed, 14 Jun 2023 23:50:38 GMT

I'm having the same problem.

I activated Roam Abroad while in the UK. I had a layover in Paris and my phone showed Roam Abroad had been activated. I'm now in Guadeloupe and I cannot get service. Guadeloupe is treated like France and the country has the same service provider yet my phone will not connect to it. I've tried everything I can think of including restarting my phone, checking the data roaming is on - it is, turning automatic network finder on and off. Nothing seems to work. I can only use my phone on wifi.

I cannot call EE because I do not have access to another phone. And, the EE chat feature never seems to be working (even when I'm in the UK).

Re: International Roaming

Mark386 — Wed, 14 Jun 2023 23:58:32 GMT

I've used it a few times. It's been pretty good. This is the first time
that anything has gone wrong.

Have you tried the free phone number via Skype? 0800 079 8586
Hope you get sorted.

Mark

Re: International Roaming

XRaySpeX — Thu, 15 Jun 2023 01:59:13 GMT

@EEneedswork : Guadeloupe does not count as part of EE's Euro Zone & so the Roam Abroad Pass is not valid there. See https://ee.co.uk/help/help-new/roaming-costs/countries/guadeloupe

Re: International Roaming

EEneedswork — Thu, 15 Jun 2023 09:53:11 GMT

@XRaySpeX Guadeloupe is part of the EE Europe Zone. Go to the link you sent me and then scroll to the bottom. In the table that states Service / Cost, click on 'Europe Zone'. Roam Abroad should work in Guadeloupe.

Re: International Roaming

Christopher_G — Thu, 15 Jun 2023 10:01:42 GMT

Hi @EEneedswork

Have you tried manually connecting to an available network? You should get a 'welcome' message once you connect.

Chris

Re: International Roaming

EEneedswork — Thu, 15 Jun 2023 10:08:47 GMT

Hi @Christopher_G

Thanks for your reply. I have. Guadeloupe uses the same service providers that France uses. When I turn off Automatic network finder, I get a list of four or five providers and I've tried connecting to each one of them but it doesn't stick.

Re: International Roaming

Christopher_G — Thu, 15 Jun 2023 10:17:24 GMT

Does it connect to any of them at all, @EEneedswork? Do you get an error message when you try to connect?

Chris

Re: International Roaming

EEneedswork — Thu, 15 Jun 2023 10:24:35 GMT

@Christopher_G

Sometimes I can select one - usually F Orange - and it will look as if it's connected for about a second or two and then the phone goes back to No Service.

Re: International Roaming

bristolian — Thu, 15 Jun 2023 10:32:56 GMT

Guadeloupe has a different mobile country code to France.

So whilst the operators maybe the same, I suspect global roaming is needed to access the "304" variants rather than the French "208" ones.

Re: International Roaming

EEneedswork — Thu, 15 Jun 2023 10:45:03 GMT

Hi @bristolian Thanks for your reply. I mentioned this earlier as someone else wondered the same. Guadeloupe is covered under EE's Roam Abroad plan - it's on EE's list of countries covered by Roam Abroad - it's in the fine print. Guadeloupe doesn't require a different pass.

I think this is an issue for EE to sort, I just can't seem to reach them.

Re: International Roaming

Christopher_G — Thu, 15 Jun 2023 10:49:02 GMT

I'd recommend giving our Mobile Care team a call, @EEneedswork. You can find our contact information on our get in touch help page. I've seen users in a similar situation use a VoIP service such as Skype to call us.

Chris

Re: International Roaming

EEneedswork — Thu, 15 Jun 2023 11:01:36 GMT

@Christopher_G Unfortunately Skype charges to contact landlines and mobiles. I'm abroad, I shouldn't have to pay twice and there's no guarantee if I call EE they will either answer (I've been through the endless automated loop many times) or that they will actually help. I've spent enough money already.

It seems EE makes it very difficult to reach them. There should be an option to reach EE if you don't have access to a phone. A *working* chat feature or email.

Anyway, thanks so much for trying. All the best.

Re: International Roaming

XRaySpeX — Thu, 15 Jun 2023 11:17:32 GMT

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