topic Re: Go Further Pass not working in USA in Mobile Services

Go Further Pass not working in USA

bc43 — Tue, 04 Jul 2023 22:20:32 GMT

I’ve been in the US with a Go Further/Roam Further Pass for 24 hours but it is not working at all. I’ve spent 1.5hrs on phone to 150, incl technical support but got cut off. I still have no data. Can someone please get in touch to sort this out?

Re: Go Further Pass not working in USA

bristolian — Tue, 04 Jul 2023 22:32:35 GMT

In what way is your billing add-on not working?

You've mentioned contacting CS, which implies your phone is connected to a US network and is able to make calls - is that correct?

Re: Go Further Pass not working in USA

bc43 — Tue, 04 Jul 2023 22:47:35 GMT

Connected to cellular network (ie I can make and receive calls) but no data. CS accounts have confirmed all set up, Technical Support can find no fault - just a vague statement about possible intermittent problems with partner networks in US. Their only tip was to manually select a network. I've been through all that show up but even when the phone (iPhone 12 Pro) shows 5G with 3 bars there is still no data at all. Connected here via the wi-fi but need data to get around

Re: Go Further Pass not working in USA

Leanne_T — Wed, 05 Jul 2023 06:41:05 GMT

Hi @bc43

Thanks for coming here.

If the account is set up for roaming and you can make calls and send texts you should be able to use data. If you can manually search and select a network to keep trying to connect.

Can you go into Settings > Mobile Data > Mobile Data Options, is Data Roaming turned on?

Could you try turning off and on again and see if you can connect?

Leanne 🙂

Re: Go Further Pass not working in USA

bc43 — Wed, 05 Jul 2023 17:10:09 GMT

Hi @Leanne_T . Yes, I've done all of that multiple times as well as manually selecting networks. Technical support couldn't see any reason why it's not working. The phone is set up and ready to roam. It worked fine when I was out here in February

Re: Go Further Pass not working in USA

James_B — Wed, 05 Jul 2023 17:52:56 GMT

Hi @bc43,

Have you been able to test your phone in more than one location to rule out a local network issue?

James

Re: Go Further Pass not working in USA

bc43 — Wed, 05 Jul 2023 21:39:53 GMT

Hi @James_B Yes, I’ve tried it in multiple locations over a 24 hour period and tried connecting both automatically and manually to all the available networks. Even when it’s showing 3 bars of 5G it still won’t let me access anything (web, google maps, mail, App Store). I’ve had to buy a T-mobile e-Sim for data as I can’t wait any longer for it to work. I need maps to get around and I’m travelling with my son who has a serious medical condition. Badly let down again by EE roaming. The T-mobile E-sim works perfectly

Re: Go Further Pass not working in USA

Katie_B — Thu, 06 Jul 2023 06:15:27 GMT

Thanks for getting back to us @bc43 .

Are you aware of anyone else experiencing this?

Katie

Re: Go Further Pass not working in USA

bc43 — Thu, 06 Jul 2023 06:22:50 GMT

Nobody else I know here is with EE

Re: Go Further Pass not working in USA

Chris_B — Thu, 06 Jul 2023 06:24:00 GMT

@bc43 Try switching off 5G so you’ve only using 4G. Setting>Mobile Data>Mobile Data Options>Voice & Data>4G.

Re: Go Further Pass not working in USA

bc43 — Thu, 06 Jul 2023 23:36:58 GMT

Hi @Chris_B Yes, have tried switching to 4G and still nothing. Tried in another location earlier today. Still nothing. But the T-mobile E-sim works perfectly everywhere I go so I don’t think it’s a problem with how my phone is configured. Even in areas of weak signal I still get some data from the E-sim but none if I switch to EE. T-mobile is one of the networks I can manually select on EE so I can’t see why it wouldn’t work. It has to be a fault with EE - something is blocking my access to data

Re: Go Further Pass not working in USA

Christopher_G — Fri, 07 Jul 2023 06:28:18 GMT

Thanks, @bc43

I'm not sure what could be causing this, it sounds like you've tried everything we'd usually recommend. I know you've already spoken to our technical support team, but I'd recommend doing so again so that this can be looked into.

Chris