topic Re: Roaming USA in Mobile Services

Roaming USA

Maestro100 — Tue, 03 Oct 2023 12:36:27 GMT

Once again my roam abroad pass for the USA doesn't work, so unable to use my phone. I activated the pass in the UK before I left for the USA this time. Why does it not work?

By the way I have turned on roaming on my phone and familiar with how it works. Years ago on my other EE phones, they automatically found a USA network when arrived in the USA and my phone would work.

Last time, I contacted customer service via chat and it took hours going backwards and forwards and a solution was not found. Can anyone help resolve this issue?

Thanks

Re: Roaming USA

Katie_B — Tue, 03 Oct 2023 12:46:55 GMT

Hello @Maestro100.

Welcome to the community.

By activating roaming on your phone did you text ROAMING to 150?

If you try to manually search for a network does anything show?

What phone are you using?

Speak soon,

Katie

Re: Roaming USA

bristolian — Tue, 03 Oct 2023 13:18:25 GMT

The Roam Abroad pass is just a billing add-on to reduce costs, but your phone still need permission to connect to foreign networks. This is why you also need to enable roaming - which is normally done by texting ROAMING to 150 before leaving the UK.

The phone setting that many people confuse, is for data-roaming - this just means using mobile data whilst roaming. There's no setting for voice-roaming or text-roaming, but it would be the equivalent.

Re: Roaming USA

Maestro100 — Tue, 03 Oct 2023 13:39:47 GMT

I believe I did this before. Do I have to do this each time I go abroad? For example when I travel to Europe, my phone seems to switch network and work.

Re: Roaming USA

Katie_B — Tue, 03 Oct 2023 13:48:01 GMT

That would indicate roaming is active on your EE account @Maestro100.

Does manually searching for a network bring anything up?

Katie

Re: Roaming USA

Maestro100 — Tue, 03 Oct 2023 14:06:06 GMT

Thanks for your help. I had to initially switch of various settings so it could find a US network and then switch them back on on one by one.

Re: Roaming USA

Katie_B — Tue, 03 Oct 2023 14:08:42 GMT

Thanks for getting back to me @Maestro100.

Now you have a found a US network can you connect to it OK?

Katie

Re: Roaming USA

Maestro100 — Tue, 03 Oct 2023 14:14:58 GMT

Yes thanks, I can now connect to a US network which is great. Seems that I had to select a US network manually whilst Mobile Data and Roaming Services were turned off, and then switch those services back on individually to get the network to work.

Re: Roaming USA

Katie_B — Tue, 03 Oct 2023 14:32:18 GMT

Thanks for letting us know @Maestro100.

I am happy to hear this is now working.

Enjoy your visit to the States.

Katie

Re: Roaming USA

Maestro100 — Wed, 10 Apr 2024 11:37:14 GMT

The last time I was in the US, EE systems were down so my text to attempt to activate Roaming did not go through but the payment for £25 Roam Abroad Pass did so I paid for a service that I couldn't use. I attempted to get a refund on my return to the UK so rang up customer service which said it would call me back but it did not. I am now once again back in the USA, but this time, I was able to send text before I left to activate Roaming but your systems were down so I couldn't buy the Roam Abroad Pass for £25. Your system hadn't been working for days. Since my arrival in the US, I have now only just managed to purchase the Roam Abroad Pass but cannot access a US network. It is really important that I can access my data due to safety and travel. The message/help feature within the app doesn't work and not able to contact customer service whilst abroad. Unfortunately the service is not good enough as I pay quite a bit of money to EE each month for various devices. Furthermore, EE should simplify using your data in the USA. Years ago, my phone would pick up a US network without me having to send a text message etc and purchase a pass before I left the UK. Furthermore, I have been with EE for 20+ years and am thinking of leaving as the customer service has significantly deteriorated over the years

The last time I was in the US, EE systems were down so my text to attempt to activate Roaming did not go through but the payment for the £25 Roam Abroad Pass did, so I paid for a service that I couldn't use. I attempted to get a refund on my return to the UK, so rang up customer service which said it would call me back but it did not.

I am now once again back in the USA, but this time, I was able to send the text before I left to activate Roaming but your systems were down so I couldn't buy the Roam Abroad Pass for £25. Your system hadn't been working for days. Since my arrival in the US, I have now only just managed to purchase the Roam Abroad Pass but cannot access a US network. It is really important that I can access my data due to safety and travel reasons. The message/help feature within the app doesn't work and I'm not able to contact customer service whilst abroad.

Unfortunately, the service provided by EE is not good enough. I pay quite a bit of money to EE each month for various devices. Furthermore, EE should simplify using your data in the USA. Years ago, my phone would pick up a US network without me having to send a text message etc and purchase a pass before I left the UK. Furthermore, I have been with EE for 20+ years and I'm thinking of leaving as the customer service has significantly deteriorated over the years.

Re: Roaming USA

Chris_B — Wed, 10 Apr 2024 12:45:39 GMT

@Maestro100 Have you tried just restarting the device?

Re: Roaming USA

Maestro100 — Wed, 10 Apr 2024 13:11:18 GMT

Yes, I've tried that.

Re: Roaming USA

Leanne_T — Wed, 10 Apr 2024 13:31:14 GMT

Hi @Maestro100

Have you tried searching for networks in your phone settings? Do any show available?

Leanne.