topic Re: Re: Not registered on network in Mobile Services

Re: Not registered on network

Oliver71 — Tue, 18 Jul 2023 13:06:52 GMT

I am already abroad. How to contact Customer Service if not registered on network? calling 150 doesn't even work.

Re: Re: Not registered on network

Oliver71 — Tue, 18 Jul 2023 13:16:51 GMT

I am pay as you go. Is there a difference? if yes why?

Re: Re: Not registered on network

Oliver71 — Tue, 18 Jul 2023 13:18:49 GMT

I have similar problem, "unable to connect to network, try again later" after trying and trying I wonder who many time I should?

Re: Re: Not registered on network

James_B — Tue, 18 Jul 2023 13:19:40 GMT

Hi @Oliver71,

Is it a brand new pay as you go SIM?

James

Re: Re: Not registered on network

Oliver71 — Tue, 18 Jul 2023 13:32:59 GMT

Not a all. being client with EE for more than 15 years, never had this problem before. Everytime EE or Orange previously did connect to the local automatically.

Re: Re: Not registered on network

James_B — Tue, 18 Jul 2023 13:37:55 GMT

Hi @Oliver71,

Where are you roaming?

James

Re: Re: Not registered on network

Oliver71 — Tue, 18 Jul 2023 13:48:03 GMT

South of France.

Re: Re: Not registered on network

James_B — Tue, 18 Jul 2023 13:50:35 GMT

Hi @Oliver71,

When did you last use your SIM for a chargeable service?

Have you purchased an EU roaming add-on?

James

Re: Re: Not registered on network

Oliver71 — Tue, 18 Jul 2023 13:55:02 GMT

Not sure to understand your first question.

I did purchase an EU Roaming add on the first week I arrived (last week) as they have a short limit I was supposed to renew it. But now found myself unable to do so. Despite topping up my account hoping it'll do the trick.

Re: Re: Not registered on network

James_B — Tue, 18 Jul 2023 13:56:59 GMT

Hi @Oliver71,

Was your phone working in France when you first arrived?

James

Re: Re: Not registered on network

Oliver71 — Tue, 18 Jul 2023 13:58:33 GMT

Yes for one day, then I understood I needed to pay for an Add-on, so did it, but now nothing work.

Re: Re: Not registered on network

James_B — Tue, 18 Jul 2023 14:10:58 GMT

Have you tried manually selecting a different network @Oliver71?

For iPhone go to Settings > Mobile Data > Network Selection > Turn off Automatic

For Android go to Settings > More Networks > Mobile Networks > Network Operators > Tap OK

James

Re: Re: Not registered on network

Oliver71 — Tue, 18 Jul 2023 14:16:27 GMT

With my Android I have tried several times to select a Network operator but none are working, it's always "not available try again later".

Re: Re: Not registered on network

Oliver71 — Tue, 18 Jul 2023 14:21:37 GMT

or rather "unable to connect, try again later"

Re: Re: Not registered on network

James_B — Tue, 18 Jul 2023 14:24:07 GMT

Have you been able to test your phone in more than one location @Oliver71?

James

Re: Re: Not registered on network

Oliver71 — Tue, 18 Jul 2023 19:25:18 GMT

Of course. I wonder how many questions you have before to tell me that you can't help and redirect me to point zero? I don't meant to be rude but I really don't understand why this is happening only this year. I need the full use of my cell phone. one afternoon replying questions and still nothing in the horizon. I suspect EE did some changes without considerening it's clients.

Re: Re: Not registered on network

James_B — Wed, 19 Jul 2023 06:39:53 GMT

Hi @Oliver71,

I'm not aware of any changes in the last week that would affect your ability to roam in France.

We'll do our best to help you troubleshoot in the community, but if it's something account related, you'd need to contact Customer Care.

Another check you could perform yourself would be to test your SIM in another phone to rule out any issues with your handset or it's settings.

Do you also have sufficient credit on your pay as you go account? Have you tried purchasing a roaming add-on via My EE?

James

Re: Re: Not registered on network

Oliver71 — Wed, 19 Jul 2023 07:28:12 GMT

My frustration is because it used to work without any issues last year and all the previous years. But it also worked the first 7 days this year.

Re: Re: Not registered on network

James_B — Wed, 19 Jul 2023 07:37:15 GMT

Hi @Oliver71,

I understand your frustration, it's a case of trying to identify what has changed.

We've ruled out a local network issue as you've tested your phone in multiple locations.

Are you able to try the sim/phone swap test?

Have you tried purchasing a roaming add-on in My EE?

James

Re: Re: Not registered on network

Oliver71 — Wed, 19 Jul 2023 08:02:50 GMT

Ok All sorted. It was as simple than calling Customer Care from abroad with another mobile. Nevertheless this matter of roaming charges has been applied since June only. And cost £10 pre 7 days. Quite expensive! compare to nothing before.

I am now seriously considering a different network provider...