topic Re: EE REMOVED MY ROAM ABILITIES AFTER 2 WEEKS in Mobile Services

EE REMOVED MY ROAM ABILITIES AFTER 2 WEEKS

Sam326 — Fri, 08 Sep 2023 10:38:54 GMT

I have paid £15 for one month roam while abroad for two weeks, after 10 days abroad I received a text to say the roam has been stopped and I am unable to contact ee to fix this and I am stuck abroad with no internet or ability to call.

Re: EE REMOVED MY ROAM ABILITIES AFTER 2 WEEKS

Sam326 — Fri, 08 Sep 2023 11:24:38 GMT

I’m abroad for two weeks I have purchased the roam abroad service for 1 month while I’m away. after 10 days I have received a text to say it has stopped. I am stuck with no way to contact EE and unable to send an email or start a live chat.

Re: EE REMOVED MY ROAM ABILITIES AFTER 2 WEEKS

Christopher_G — Fri, 08 Sep 2023 12:50:36 GMT

Hi @Sam326

Welcome to the community, we'll do our best to help.

What exactly did the message say? Did it say why it has been stopped?

Chris

Re: EE REMOVED MY ROAM ABILITIES AFTER 2 WEEKS

Sam326 — Fri, 08 Sep 2023 13:00:59 GMT

Hi Chris thank you for the reply, it said “Hi from EE. Your Roam Abroad Pass has been removed from your account and will no longer appear on your bill. For more details please visit ee.co.uk/roaming”

Re: EE REMOVED MY ROAM ABILITIES AFTER 2 WEEKS

Christopher_G — Fri, 08 Sep 2023 13:05:45 GMT

OK, thanks @Sam326

I'm not sure why that would happen. Are you able to add it back on in your My EE account?
Chris

Re: EE REMOVED MY ROAM ABILITIES AFTER 2 WEEKS

Sam326 — Fri, 08 Sep 2023 13:10:22 GMT

Hi Chris I’m also so confused as I paid £15 for one month of roam abroad, I have tried to add with a text to 150 but say delivery failed, I have tried to call 150 but will not connect any calls. I have tried to start a live chat but we says this service is not available and that they do not accept emails. I am stuck as I need this badly for maps and to call when I am not around Wi-Fi. Thanks for your help

Re: EE REMOVED MY ROAM ABILITIES AFTER 2 WEEKS

Christopher_G — Fri, 08 Sep 2023 13:16:09 GMT

OK thanks for trying that, @Sam326

You definitely need to speak to our Mobile Care team so they can check your account. Could you try using a VoIP service, such as Skype, to give them a call on one of our contact numbers? I know of other users in a similar situation in the past being able to get in touch that way.

Chris

Re: EE REMOVED MY ROAM ABILITIES AFTER 2 WEEKS

Sam326 — Fri, 08 Sep 2023 13:21:39 GMT

Thanks Chris I will download Skype now do you have a contact number I can use to contact them on Skype. I clicked the link from your last post which said contact numbers but no numbers appeared. Thank you so much for your help

Re: EE REMOVED MY ROAM ABILITIES AFTER 2 WEEKS

Christopher_G — Fri, 08 Sep 2023 13:31:33 GMT

Try this one, @Sam326: 07953 966 150 you may need the international format: +447953 966 150.

Let me know what happens please.

Chris

Re: EE REMOVED MY ROAM ABILITIES AFTER 2 WEEKS

Sam326 — Fri, 08 Sep 2023 13:38:03 GMT

Hi Chris I have opened Skype but it won’t allow to call this number say the contact needs to accept my invite first. Thanks for your help by the way. I think I’m stuck with no other options

Re: EE REMOVED MY ROAM ABILITIES AFTER 2 WEEKS

Sam326 — Fri, 08 Sep 2023 14:09:30 GMT

EE has left me abroad with no internet no calls and with no way to contact them, I can honestly say I am done with this phone company after been with them 8 years. thanks Chris you tried to help.

Re: EE REMOVED MY ROAM ABILITIES AFTER 2 WEEKS

Christopher_G — Fri, 08 Sep 2023 14:44:13 GMT

I'm sorry to hear that, @Sam326. You may need to add credit to make the call, unless the request gets accepted.

Have you tried reaching out through our Social Media channels on Facebook or Twitter?

Chris

Re: EE REMOVED MY ROAM ABILITIES AFTER 2 WEEKS

Sam326 — Fri, 08 Sep 2023 15:10:00 GMT

Thanks for all your help Chris. I have made a formal complaint with EE. I will await their reply.

Re: EE REMOVED MY ROAM ABILITIES AFTER 2 WEEKS

James_B — Fri, 08 Sep 2023 15:28:50 GMT

Please keep us updated @Sam326

James

Re: EE REMOVED MY ROAM ABILITIES AFTER 2 WEEKS

XRaySpeX — Fri, 08 Sep 2023 21:34:39 GMT

@Sam326 : Don't call those (mobile) nos. Skype will want you to set up an a/c & load some credit to pay for calls. Try calling CS on the Freephone no. in my sig. on Skype over WiFi. It should be free.