topic Re: Roaming Not working in Mobile Services

Re: Roaming Not working

BenS23 — Tue, 15 Aug 2023 17:44:24 GMT

I've recently switched from 3 to EE as I was looking for a more reliable network provider and EE market themselves as the number 1 provider in the UK. I've also included the roaming add-on but I've had nothing but trouble with them, the add-on never works abroad, my phone settings are all in check and I need to call them every single time i arrive abroad on a very long exhausting phone call only for another useless liar on the other side of the line to tell me that I just need to raise the spend cap and then all will be sorted, but I then find big charges on my account! Another time I was abroad I was told by one guy in EE that this issue occurs due to something they 'can't disclose' but it's a 'grey area' and there is no way they can solve this issue without me paying £50 every single time I travel abroad! I'm utterly disgusted by the level of incompetence in EE.

Re: Re: Roaming Not working

XRaySpeX — Tue, 15 Aug 2023 18:32:35 GMT

You never activated roaming on your a/c before you left UK by texting ROAMING to 150.

Having a billing add-on to cover costs while roaming is separate from actually activating it.

Re: Re: Roaming Not working

bristolian — Tue, 15 Aug 2023 18:43:27 GMT

In addition, roaming is not a phone setting that can be user-checked via a phone's menu.

Many people confuse this with "data roaming" which can be toggled via device menus. This just refers to using mobile data over a roaming network - if roaming is not active, then neither text roaming, voice call roaming nor data roaming will ever work.

Re: Re: Roaming Not working

BenS23 — Tue, 15 Aug 2023 22:22:25 GMT

Thanks for your response.

I've said everything is in check meaning everything including activating roaming over the phone with EE for hours long phone calls after getting switched off numerous times. They would eventually tell me on the line that they have now activated roaming on my account including the add-on which included in my contract. I've also done this through text to 150.

Thanks

Re: Re: Roaming Not working

XRaySpeX — Tue, 15 Aug 2023 22:27:27 GMT

You said everything is in check with your phone settings, but I wasn't referring to your phone settings.

Re: Re: Roaming Not working

BenS23 — Wed, 16 Aug 2023 18:57:36 GMT

Activated numerous times confirmed by the person on the line from EE that roaming has been activated to my account but to no avail 😕.

I don't understand how EE are getting away with this in a civilized country like the UK, this feels like somewhere in third world country where large corporations steal whatever they want from their powerless customers.

Re: Re: Roaming Not working

Katie_B — Thu, 17 Aug 2023 06:20:01 GMT

Good morning @BenS23.

Does your phone connect to a local network?

What add-on has been applied to your account?

Are you travelling outside the EU?

Katie