topic Add on not working in Mobile Services

Add on not working

RhysJones1 — Wed, 16 Aug 2023 21:21:53 GMT

i have paid for an add on. I called EE a number of times before travelling to ensure that it was up and running. I land in Spain and my phone will not work. This has caused quite to inconvenience with being able to book my airport transport and open my hotel booking information . Please can this be resolved ASAP I have now been 2 days without a phone .

Re: Add on not working

XRaySpeX — Wed, 16 Aug 2023 21:46:39 GMT

@RhysJones1 : What add-on?

Re: Add on not working

bristolian — Wed, 16 Aug 2023 21:49:31 GMT

To use your phone on foreign networks needs roaming enabled, choosing a billing add-on doesn't do this.

If you're on pay-monthly, this is usually done by texting ROAMING to 150 before leaving the UK. If you didn't do this, your only recourse now is to contact EE-CS by another means, to enable roaming.

Re: Add on not working

RhysJones1 — Thu, 17 Aug 2023 00:36:36 GMT

Hi I have done this already , I have also spoken to 3 people at EE physically on the phone to clarify this and to ensure I am ready to before I flew.

Re: Add on not working

Katie_B — Thu, 17 Aug 2023 06:22:39 GMT

Good morning @RhysJones1.

Do you connect to a local network?

Since landing in Spain have you tried restarting your phone?

Katie

Re: Add on not working

RhysJones1 — Thu, 17 Aug 2023 07:54:31 GMT

Hi ,

I have already tried restarting my phone etc

Thanks

Re: Add on not working

Christopher_G — Thu, 17 Aug 2023 09:36:28 GMT

Have you tried manually searching for an available network, @RhysJones1? Does your phone have a signal at all?

Chris

Re: Add on not working

RhysJones1 — Thu, 17 Aug 2023 14:00:57 GMT

Yes I have tried everything

Sent from my iPhone

Re: Add on not working

Christopher_G — Thu, 17 Aug 2023 14:06:59 GMT

OK, thanks @RhysJones1. I recommend speaking to our Mobile Care team. I know it can be a little more difficult to do so when you're abroad, but I know of others in the community using a VoIP service, such as Skype, to call.

Let us know how you get on.

Chris

Re: Add on not working

RhysJones1 — Thu, 17 Aug 2023 16:18:36 GMT

How do I do this when I have no phone service how can this be arranged ? I have been without now for 3 days

Sent from my iPhone

Re: Add on not working

Christopher_G — Thu, 17 Aug 2023 17:00:48 GMT

You could use one of the contact numbers from the contact us help page to call us from another phone, or through a VoIP service, such as Skype.
Chris

Re: Add on not working

RhysJones1 — Thu, 17 Aug 2023 21:32:38 GMT

Can this not be fixed for me ? I have tried calling on the hotels phone and waiting to get through for ages with no luck

Sent from my iPhone

Re: Add on not working

XRaySpeX — Thu, 17 Aug 2023 21:34:20 GMT

This user discussion forum can have no access to your specific account. You need to raise this with CS.

Re: Add on not working

RhysJones1 — Thu, 17 Aug 2023 22:06:38 GMT

I have been trying and had no luck getting through . I have paid £15 to use my phone abroad and I have not even able to? I hope this not put on to my bill as I have paid for a service I am not reviving

Sent from my iPhone

Re: Add on not working

XRaySpeX — Thu, 17 Aug 2023 22:11:45 GMT

Try calling CS on the Freephone no. in my sig. on Skype over WiFi. It should be free.