topic Re: Error with data roaming in Mobile Services

Error with data roaming

LIZA2727 — Wed, 14 Jun 2023 21:05:14 GMT

Hello I bought a sim local pack with unlimited minutes, texts and 50gb of data. I have then travelled to Iceland. The roaming was working for the first 10 days however it has now stopped working. I have been on the phone to EE all day and they can't find a reason as to why my data isn't working. I have tried ROAMEU1D and ROAMEU7D and I get the error "I'm sorry you aren't eligible for this add on." My account says that I have data available. Roaming is active on my phone. The only way I can get data is by paying £3 for 500mb which is nothing. I have been told that I should be able to access my full data pack however for some reason I cant. Tech support from EE haven't been able to resolve the issue. Has anyone had this issue or know a fix? Thanks

Re: Error with data roaming

XRaySpeX — Wed, 14 Jun 2023 22:27:51 GMT

@LIZA2727 : Did you use that PAYG SIM for making calls or texts in UK before you left to go abroad? EE PAYG SIMs need 1st activating on EE's home UK network before they can be used abroad. If it wasn't you can't now use it until you return to UK.

Re: Error with data roaming

LIZA2727 — Wed, 14 Jun 2023 22:47:40 GMT

Yes I used it in the UK for 3 days before coming to Iceland.

Re: Error with data roaming

XRaySpeX — Thu, 15 Jun 2023 02:05:20 GMT

Do you still have an active pack? Not having 1 would make you ineligible for the PAYG roaming add-ons.

Re: Error with data roaming

LIZA2727 — Thu, 15 Jun 2023 07:28:40 GMT

Hello I am having the same issue. I bought my sim at Heathrow and it went down yesterday in Iceland. I believe it's an internal issue from EE. I spent hours yesterday on the phone. (6 calls ans multiple emails to my call operator and it hasn't been resolved). Very frustrating and no resolution has been found.

Re: Error with data roaming

Leanne_T — Thu, 15 Jun 2023 07:30:40 GMT

Hi @LIZA2727

Thanks for coming here.

Did you use the SIM in the UK to make a call or send a text before travelling?

Are you unable to add the roaming add-on when texting 150?

Leanne.

Re: Error with data roaming

cemoran — Thu, 15 Jun 2023 07:31:40 GMT

I’ve been told via private message that a team are looking into it for me and are unable to provide a time frame when I can’t activate roaming even after adding £10 to my account. Honestly such poor service when it is leaving customers stranded overseas.

Re: Error with data roaming

LIZA2727 — Thu, 15 Jun 2023 07:35:55 GMT

Yes used for a week before travelling to iceland. If I text ROAMEU1D OR ROAMEU7D I get the error that I am not eligible for the add on. My operator from ee changed my plan from Sim Local to £20 subscription pack but it did not work. I still have no access to data abroad. It suddenly went down yesterday after working fine for 10 days in iceland which leads me to believe that its something from EEs end. My account has the pack plus 70gb of data available.

Re: Error with data roaming

LIZA2727 — Thu, 15 Jun 2023 07:39:21 GMT

Yes I was stranded yesterday and had not means of googling where to go. Iceland is very rural and I had to rely on speaking to locals for directions. Plus I spent about 3 hours either trying to call or on the phone to them to no avail. Really ruined my day. Now facing the prospect of another travel day today without data which will be stressful as I am travelling alone 😔

Re: Error with data roaming

Leanne_T — Thu, 15 Jun 2023 08:08:17 GMT

Thanks @LIZA2727

I have sent you a private message for some extra details.

Leanne.

Re: Error with data roaming

LIZA2727 — Thu, 15 Jun 2023 10:34:04 GMT

Hey I'm having the same issue in iceland. Mine went down yesterday after 10 days abroad. Have you found a solution?? Ee hasn't been able to find a fix for me.

Re: Error with data roaming

Christopher_G — Thu, 15 Jun 2023 10:37:43 GMT

Hi @LIZA2727

Could you try manually connecting to a different available network please?

Let me know what happens.

Chris

Re: Error with data roaming

LIZA2727 — Thu, 15 Jun 2023 19:39:35 GMT

Still no response from EE 2 days later. Very disappointed with the customer service. A refund will be requested.

Re: Error with data roaming

Cayden — Thu, 15 Jun 2023 21:22:53 GMT

Same issue here in France, I guess everyone in EU now are facing the same problem here and yet EE still couldn't figure out the problem.