topic Re: Daughters in spain and no service in Mobile Services

Daughters in spain and no service

Firebladegriff — Sat, 30 Sep 2023 12:55:07 GMT

My daughters in Spain and didn't send roaming to 150 before hand as instructed. Now she's there and has no service. She can't text or call. How can we get her up and running please

Re: Daughters in spain and no service

Northerner — Sat, 30 Sep 2023 13:09:24 GMT

Hi @Firebladegriff

If she can access wifi then she can download Skype and call EE on the number in my signature.

Or use live chat via the Contact EE option.

https://ee.co.uk/contact-ee

Thanks

Re: Daughters in spain and no service

Firebladegriff — Sat, 30 Sep 2023 13:13:17 GMT

Thank you. She can't get WiFi either

Re: Daughters in spain and no service

Northerner — Sat, 30 Sep 2023 13:16:31 GMT

Hi @Firebladegriff

There is nowhere she can connect to free wifi or tether to another mobile.

She will have to use a pay phone or someone elses phone and use the international number. +44 (0)7953 966 150.

If these options are not available then there is nothing that EE can do.

Thanks

Re: Daughters in spain and no service

bristolian — Sat, 30 Sep 2023 16:57:57 GMT

If someone in the UK has third party authority to your daughter's account, they can contact CS and request roaming is activated on her phone.

Re: Daughters in spain and no service

Firebladegriff — Sat, 30 Sep 2023 17:15:54 GMT

I did that as I'm the account holder

Cs say its set up.

Roaming switched on her phone and rebooted, but still no service.

Re: Daughters in spain and no service

bristolian — Sat, 30 Sep 2023 17:20:56 GMT

If roaming is setup, there may be an issue with the specific network your daughter's phone is trying to connect to. When you say "roaming switched on her phone", can you explain what you mean? I ask because roaming is entirely an account/network-level setting, it can't be configured on device-level.

Using manual network search and trying to connect to each network in turn, is the next troubleshooting step.I

If all networks fail to connect, then it would tend to suggest roaming is not active or there is something else awry on the account.

Re: Daughters in spain and no service

Firebladegriff — Sat, 30 Sep 2023 18:06:42 GMT

Customer service aspire me its active

Re: Daughters in spain and no service

bristolian — Sat, 30 Sep 2023 18:30:31 GMT

That screenshot is the phone setting for data roaming - this just sets the ability to use mobile data whilst roaming. Phones don't have settings for voice roaming or text roaming, but that would be the equivalent.

If CS assure you that roaming is active, then trying to connect to every available network manually is the best course of action.