topic Re: Abroad and phone not working in Mobile Services

Abroad and phone not working

Happybee12 — Thu, 10 Aug 2023 14:48:37 GMT

I am in South Africa and my phone is not registering to any local network. I tried filling in a complaint form a week ago but got no response. Technical support isn’t doing messages. The only way to get help is to call a mobile in England which would cost a fortune. I’ve tried choosing a network. It’s frustrating as I need my phone here in case of emergencies such as the taxi riots and yet have had no help from the complaints dept even though I mentioned it was urgent!

Re: Abroad and phone not working

Northerner — Thu, 10 Aug 2023 15:00:06 GMT

Hi @Happybee12

Use Skype and the Freephone number in my signature to call EE. You should have checked roaming before leaving the UK.

Roaming costs and add-ons can be found here:

https://ee.co.uk/help/mobile/roaming/roaming-costs/countries/southafrica

Thanks

Re: Abroad and phone not working

Schockwave — Thu, 10 Aug 2023 18:53:13 GMT

@Happybee12 , if on monthly contract, you need to make sure that you also have roaming enabled on your account, no need to do this if on pay as you go as it is automatically enabled.

Re: Abroad and phone not working

bristolian — Thu, 10 Aug 2023 21:57:58 GMT

Also the complaints process is best intended to resolve issues that are not needing an urgent response, it certainly doesn't provoke the immediate response that contacting CS is likely to achieve. As already mentioned, your symptoms suggest that you have travelled abroad without enabling roaming on your phone - this prevents it from accessing foreign networks.

Re: Abroad and phone not working

Katie_B — Fri, 11 Aug 2023 06:20:54 GMT

Good morning @Happybee12.

Since your post have you been able to speak with a member of our customer care team?

Katie

Re: Abroad and phone not working

Happybee12 — Fri, 11 Aug 2023 08:52:13 GMT

Not yet, thanks for suggestions

I don’t have a Skype account, my phone did work in Switzerland so I don’t think it’s about roaming not being allowed

is it possible to call CS on WhatsApp?

Re: Abroad and phone not working

Katie_B — Fri, 11 Aug 2023 09:58:13 GMT

When you do a network search do other networks show @Happybee12?

Do you have a spend cap on your account?

Katie

Re: Abroad and phone not working

Happybee12 — Sat, 12 Aug 2023 07:37:31 GMT

The other networks do show and yes I’ve increased my spend cap.
it’s so frustrating as this happened before but was sorted and the next time I went away I called and was told I do on bed to call any more before leaving. There is also no way to get help once one is away this time, without paying a g huge cost, as the chat isn’t working.
The complaints system is the only free way to contact ee.
I’m not sure why this is an ongoing problem, I’ll have to connect the which guide to see if they can help for the future

Re: Abroad and phone not working

Leanne_T — Sat, 12 Aug 2023 07:52:44 GMT

Hi @Happybee12

I am very sorry to hear this.

The quickest way to get this looked into, is to call us from any other phone on +44 7953966250 and the team can access your account to see the problem and get this resolved for you.

If you try saving the contact us number and try and call this using a third party calling app, this may work for you.

Leanne.

Re: Abroad and phone not working

Schockwave — Sat, 12 Aug 2023 11:25:00 GMT

@Happybee12 , why not download Skype and register with it, you do not have to put any money to make the call to EE as there is a free number to ring them:

+448000798586