topic PAYG data (internet) not working in eu in Mobile Services

PAYG data (internet) not working in eu

Micha2 — Sat, 24 Jun 2023 09:06:05 GMT

In Portugal at the moment. My sister's PAYG EE phone will not connect to internet using her data. She's texted roameu7days or whatever it was and had the text back to say it's accepted but no internet.

Re: PAYG data (internet) not working in eu

Micha2 — Sat, 24 Jun 2023 09:07:57 GMT

Tried phoning EE on her phone and it only gives top up options. Tried on my contract phone and it just sends me to the help pages.

Re: PAYG data (internet) not working in eu

Chris_B — Sat, 24 Jun 2023 09:15:55 GMT

@Micha2 Has the device been restarted? Have you tried a manual network search? Roaming is obviously working as you can make calls.

Re: PAYG data (internet) not working in eu

Micha2 — Sat, 24 Jun 2023 10:09:23 GMT

Yes we've restarted several times. Done automatic network and manual. We can do internet with WiFi but not on network. She has nearly 500gb data so should be able to internet without WiFi as you say roaming appears to be working.

Re: PAYG data (internet) not working in eu

James_B — Sat, 24 Jun 2023 11:13:43 GMT

Hi @Micha2,

What happens when you try to load a webpage over mobile data?

James

Re: PAYG data (internet) not working in eu

Micha2 — Sat, 24 Jun 2023 21:24:10 GMT

Open up safari and it says it's not connected to the internet.

Re: PAYG data (internet) not working in eu

James_B — Sun, 25 Jun 2023 07:44:29 GMT

Hi @Micha2,

Is the roaming pass showing as active in the add-ons section of the the My EE app?

James

Re: PAYG data (internet) not working in eu

Micha2 — Sun, 25 Jun 2023 09:51:35 GMT

Yes it is.

Re: PAYG data (internet) not working in eu

James_B — Sun, 25 Jun 2023 10:07:10 GMT

Thanks for checking @Micha2

When you tried a manual network search, did you try connecting to a different local network?

Have you been able to test the phone in more than one location?

James

Re: PAYG data (internet) not working in eu

Micha2 — Sun, 25 Jun 2023 10:14:29 GMT

Yes. There's nos, meo and Vodafone p. We've tried all three. It won't work anywhere we've been unless we connect to WiFi. No problems with my EE contract phone or my brother's EE contract phone.

Re: PAYG data (internet) not working in eu

James_B — Sun, 25 Jun 2023 10:30:29 GMT

Hi @Micha2,

Is mobile data and data roaming turned on in the phone's settings?

James

Re: PAYG data (internet) not working in eu

Micha2 — Sun, 25 Jun 2023 10:38:56 GMT

Yes it is.

Re: PAYG data (internet) not working in eu

James_B — Sun, 25 Jun 2023 10:51:01 GMT

Hi @Micha2,

Has the cost of the roaming pass been successfully debited from the pay as you go credit balance?

James

Re: PAYG data (internet) not working in eu

Micha2 — Sun, 25 Jun 2023 10:58:00 GMT

Yes it has. It's showing in the top up history.

Re: PAYG data (internet) not working in eu

James_B — Sun, 25 Jun 2023 11:21:15 GMT

Hi @Micha2,

I think we've ruled out everything we can in the community.

Please get in touch with Customer Care so a member of the team can take a look at your account.

They'll be happy to help.

James

Re: PAYG data (internet) not working in eu

Micha2 — Sun, 25 Jun 2023 11:27:21 GMT

We've tried that. On her phone it just gives top up options and when I call on my contract phone it just goes through various menus and then sends a message that sends me to help pages. That's not really helpful at all

Re: PAYG data (internet) not working in eu

James_B — Sun, 25 Jun 2023 13:21:35 GMT

Hi @Micha2,

To get through to the right team, it's best to call from the phone you need help with.

There should some further options alongside the options for topping up if when you call 150.

James

Re: PAYG data (internet) not working in eu

Me257 — Wed, 04 Oct 2023 22:53:42 GMT

I am also in Portugal at the moment and having exactly the same problem with ee - No data connection via the mobile network, only via WiFi.

Not impressed with how difficult it is trying to contact ee when you are abroad and need assistance

Re: PAYG data (internet) not working in eu

Katie_B — Thu, 05 Oct 2023 06:38:34 GMT

Hello @Me257.

When you arrived in Portugal did you receive a welcome text?

Could you please confirm if you are pay as you go or pay monthly?

Katie