topic Re: Roaming in Canada in Mobile Services

Roaming in Canada

Scooby-doo93 — Fri, 22 Sep 2023 20:19:25 GMT

Hi all,

I am currently in Canada and really struggling with my phone. I am on contract (unlimited minutes texts and 25g data) I have paid for the roaming this month extra but I cannot get any signal for calls nor texts. I rarely get a bit of data to send some WhatsApp messages but that is more like non existent..

I have tried to restart the phone, update to newest software and tried to manually choose the network and nothing is working!
does anyone know what else I can do? I can’t contact EE as the only way to contact them is to call which I can’t

im really annoyed as I needed to be online for work and paid extra for it and this is now not working..

Re: Roaming in Canada

Christopher_G — Sat, 23 Sep 2023 06:45:03 GMT

Hi @Scooby-doo93

Welcome to the community.

It seems like you've tried all of the troubleshooting that we'd usually recommend. I think the only way forward is to speak to our Mobile Care team. If you're not able to call from another phone, it may be worth trying a VoIP service, such as Skype to call. I've seen others in similar situations use this to get in touch.

Contact EE

Chris

Re: Roaming in Canada

Scooby-doo93 — Sun, 24 Sep 2023 17:04:02 GMT

@Christopher_G wrote:
Hi @Scooby-doo93
Welcome to the community.
It seems like you've tried all of the troubleshooting that we'd usually recommend. I think the only way forward is to speak to our Mobile Care team. If you're not able to call from another phone, it may be worth trying a VoIP service, such as Skype to call. I've seen others in similar situations use this to get in touch.
Contact EE
Chris

Hi Chris, thank you for getting back to me.
I had a look at the Skype option and I am unable to make a call on Skype to a phone number for free. As I am already being charged for roaming (which I can’t use ) I don’t really want to pay any more to get this fixed. I have spoken to a few people and they seem to have similar problem which makes me think uk phones or SIM cards don’t work in Canada.
I am disappointed that there is no online help provided from EE like online chat or something similar and I do hope EE will refund the roaming cost as I can’t use my phone.

Re: Roaming in Canada

bristolian — Sun, 24 Sep 2023 18:37:24 GMT

Nothing in your initial description includes reference to enabling the roaming facility - which is what allows access to foreign networks. You've referenced paying for a billing add-on, but this does not automatically enable roaming and without doing so, would cause the symptoms you describe.

Roaming is normally enabled by texting ROAMING to 150 before leaving the UK - did you do this?

Re: Roaming in Canada

Scooby-doo93 — Sun, 24 Sep 2023 19:52:19 GMT

I haven’t texted to 150 as I have requested roaming on the call to EE because I had some other questions and the EE representative confirmed this was added and all ready to use.
I have been travelling a few times this year and it always worked anywhere else without texting so I am not sure if this is the problem .. I also received a text before I left UK confirming the roaming and there was nothing mentioned about the additional activation

Re: Roaming in Canada

James_B — Mon, 25 Sep 2023 06:55:18 GMT

Hi @Scooby-doo93,

You mentioned you have been able to use data on occasion. If this was using mobile data rather than WIFi, roaming has been activated on your account.

Can you remember if you were connected to WIFi when you were able to use WhatsApp?

James

Re: Roaming in Canada

Scooby-doo93 — Mon, 25 Sep 2023 11:08:54 GMT

Hi James,

that’s right, I do get occasional data signal for a short while but this is like 5% of a time. I do have the SOS sign on most of the time and was unable to make any calls or send texts

Re: Roaming in Canada

James_B — Mon, 25 Sep 2023 11:22:10 GMT

Hi @Scooby-doo93,

Roaming must be active on your account in that case.

Have you been able to test your phone in more than one location? This would rule out a local network issue.

Have you tried selecting a different mobile network manually?

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: Roaming in Canada

Scooby-doo93 — Mon, 25 Sep 2023 11:24:09 GMT

Hi James,

yes I am changing locations as I was travelling from Toronto to Quebec with various stops .. I also tried manually change the netyand that didn’t work either

Re: Roaming in Canada

James_B — Mon, 25 Sep 2023 11:26:54 GMT

Hi @Scooby-doo93,

Which roaming add-on did you purchase?

James

Re: Roaming in Canada

Scooby-doo93 — Mon, 25 Sep 2023 17:16:55 GMT

Hi James

it was just the regular roam abroad pass for £15 month

thanks

Re: Roaming in Canada

Leanne_T — Mon, 25 Sep 2023 17:24:15 GMT

Thanks @Scooby-doo93

Are you able to try the SIM in another phone to rule out a SIM card issue?

Leanne.

Re: Roaming in Canada

Scooby-doo93 — Mon, 25 Sep 2023 20:04:48 GMT

Unfortunately I can’t try a different SIM card

Re: Roaming in Canada

Christopher_G — Tue, 26 Sep 2023 12:27:27 GMT

What kind of phone are you using, @Scooby-doo93?

Chris

Re: Roaming in Canada

Scooby-doo93 — Tue, 26 Sep 2023 13:14:01 GMT

iPhone 11 pro

Re: Roaming in Canada

James_B — Tue, 26 Sep 2023 17:46:05 GMT

Hi @Scooby-doo93,

Did you make sure to switch network selection back to automatic after manually searching for networks?

James

Re: Roaming in Canada

Scooby-doo93 — Tue, 26 Sep 2023 20:05:49 GMT

I did yes

Re: Roaming in Canada

Katie_B — Wed, 27 Sep 2023 07:14:48 GMT

Hello @Scooby-doo93.

Do you have access to Facebook/Instagram whilst connected to WiFi?

If you are unable to call or use our live chat you can also try reaching out to our social teams who can help look into this further for you.

Katie

Re: Roaming in Canada

Scooby-doo93 — Wed, 27 Sep 2023 10:10:48 GMT

Hi Katie

I am about to leave the hotel and will be online again at the end of the day. I’m flying home tomorrow so will just leave it for now, I would however like to find what happened here to help others in the similar situations

Re: Roaming in Canada

Katie_B — Wed, 27 Sep 2023 10:13:11 GMT

Hi @Scooby-doo93.

Of course, please try the social route and keep us posted here on the community if you find what has caused this.

Katie