topic Re: EE Data Roaming Doesn’t Work - and Zero Customer Service in Mobile Services

EE Data Roaming Doesn’t Work - and Zero Customer Service

BPL1980 — Mon, 18 Sep 2023 13:43:29 GMT

Have been in Singapore since Thursday. Received automated EE message saying my phone is setup for worldwide roaming and that I have a mobile data pass. I do a globetrotting role and have never had the problem - including last year in Singapore.

Data roaming has worked briefly, twice, in five days. Otherwise, no mobile data and no opportunity to purchase any. Automated call back system has not called back. Escalation has not worked as managers are not on the floor of the call centres.

Have spent a total of 114 mins in queues trying to speak to somebody. Finally got through on Monday to tech support - and their system was broken, so they couldn’t help. Still no data service.

Mobile service and customer service have been appalling. And each time you call, you have to listen to the automatic message saying customer service matters to EE!

Can anybody help with a solution? Or a way to speak to somebody at EE?

Re: EE Data Roaming Doesn’t Work - and Zero Customer Service

Christopher_G — Mon, 18 Sep 2023 14:45:15 GMT

Hi and welcome to the community, @BPL1980

If your phone has worked before abroad, it's set up for international roaming. Is it possible you've hit a spend cap that you have on your account?

Have you tried manually connecting to a different available network?
Chris

Re: EE Data Roaming Doesn’t Work - and Zero Customer Service

BPL1980 — Tue, 19 Sep 2023 01:11:15 GMT

I tried switching networks manually - no reception on any of them. However, when reverting to the originally selected network, the mobile data was then available. So a workaround at least, but not a "fix" per se.

I was waiting on two call-backs yesterday from EE - one from tech support, one from a supervisor. No calls came, but I did receive a text message saying (erroneously) that they had tried.

It feels like iPhone 15 has basically stressed the EE system so much that it's fallen apart!

Re: EE Data Roaming Doesn’t Work - and Zero Customer Service

Leanne_T — Tue, 19 Sep 2023 08:27:04 GMT

Hi @BPL1980

Thanks for coming back to us.

Can you make and receive calls and texts on the network you have selected?

Leanne.

Re: EE Data Roaming Doesn’t Work - and Zero Customer Service

BPL1980 — Tue, 19 Sep 2023 14:02:13 GMT

No, the alternative networks didn’t have any functionality, unfortunately. And the “workaround” failed an hour or so later.

Re: EE Data Roaming Doesn’t Work - and Zero Customer Service

BPL1980 — Tue, 19 Sep 2023 14:02:41 GMT

Plus unfortunately, still no contact or correspondence from EE to resolve the issue.

Re: EE Data Roaming Doesn’t Work - and Zero Customer Service

Leanne_T — Tue, 19 Sep 2023 14:08:17 GMT

Hi @BPL1980

Sorry if you are unable to receive calls the team would be unable to contact you to get this resolved.

If you call us from any other phone on +44 (0)7953 966 150 and select the option to speak to one of the team they will get this looked into for you.

Leanne.

Re: EE Data Roaming Doesn’t Work - and Zero Customer Service

BPL1980 — Tue, 19 Sep 2023 14:12:35 GMT

The automatically selected network was able to make/receive calls and receive texts. It simply didn’t have any data connectivity. So that doesn’t explain the lack of call back. I had a text saying EE had tried to contact me - but no missed calls. I have spent a total of nearly two hours trying to reach EE over the past five days - and only managed to speak to somebody twice. The first time, they hung up on me. The second time, the EE systems were not working and they promised to call me back - which didn’t happen.

Re: EE Data Roaming Doesn’t Work - and Zero Customer Service

Leanne_T — Tue, 19 Sep 2023 14:18:33 GMT

I see @BPL1980 I am sorry you did not receive the call back.

Please try calling us again when you can and the team can get this investigated for you.

Leanne.

Re: EE Data Roaming Doesn’t Work - and Zero Customer Service

Shauna2023 — Sat, 07 Oct 2023 01:20:27 GMT

I have had the same problem for the past two weeks - limping along using Wi-Fi where safe/available (though I think this has been the reason I have had some scams appear!). My account is set up for travel/roaming and it worked fine abroad earlier this year.

what’s the issue in Singapore? And how to solve it?

Re: EE Data Roaming Doesn’t Work - and Zero Customer Service

Leanne_T — Sat, 07 Oct 2023 06:29:21 GMT

Hi @Shauna2023

Thanks for coming here.

Did you text ROAMING to 150 before leaving the UK? The text would let you know if international roaming was set up you.

Do you have any signal showing?

If you manually search for a network do any show available?

Leanne 🙂

Re: EE Data Roaming Doesn’t Work - and Zero Customer Service

Shauna2023 — Sat, 07 Oct 2023 07:16:19 GMT

Thanks Leanne.

I didn’t text before as I left the uk as I’d recently been abroad and my roaming pass (or whatever it’s called was in place and working). When I got to Singapore I got a message confirming that it was place and advising of daily cost. I also kept getting a message telling me to buy a daily Roaming Add on. I tried doing that too. I still have no data and am having to rely on free Wi-Fi when I can access it but I need access when I’m outside/in transit too.

I have no idea why this is so difficult!

Re: EE Data Roaming Doesn’t Work - and Zero Customer Service

Shauna2023 — Sat, 07 Oct 2023 07:18:08 GMT

PS I have tried manually a few of the networks

does EE have a preferred network?

my phone is otherwise set to automatic

Re: EE Data Roaming Doesn’t Work - and Zero Customer Service

BPL1980 — Sat, 07 Oct 2023 07:32:15 GMT

Shauna2023, this sounds like an exact repeat of the issue I experienced several weeks ago. If it's any consolation, it was isolated to Singapore - travel since to Japan and Qatar has worked flawlessly.

I found that manually changing network then back to the preferred provider, briefly gave me data coverage, but not consistently. It could be that this works for you, too.

It's worth underlining that you will likely be charged daily for a data packet that you can't use (I was), so it's worth chasing this down with EE for refunds. My data packages just said "Time Ran Out" rather than "Data Ran Out" as you'd usually expect. Would also recommend reclaiming any costs for trying to reach customer service, as these were significant for me.

Re: EE Data Roaming Doesn’t Work - and Zero Customer Service

Leanne_T — Sat, 07 Oct 2023 07:42:50 GMT

Hi @Shauna2023

Can you make calls and send texts?

You can select any available network to see if this works for you and change back to automatic.

Leanne.