topic Re: No service in Tenerife and roaming is on in Mobile Services

No service in Tenerife and roaming is on

Jabell51 — Wed, 04 Oct 2023 08:51:23 GMT

Hi, I am in Tenerife. I checked my roaming status before leaving the UK and all was ok. I can use wi-fi but I have no service. I've done all the trouble shooting. Automatic network selection or manual doesn't work. It then says searching but then back to no service. Please help.

Re: No service in Tenerife and roaming is on

James_B — Wed, 04 Oct 2023 11:12:44 GMT

Hi @Jabell51,

Welcome to the EE Community. 🙂

How did you check your roaming status? Did you text ROAMING to 150?

Have you purchased a roaming pass, if it isn't included in your plan?

Do you have a spend cap on your account?

James

Re: No service in Tenerife and roaming is on

Jabell51 — Fri, 06 Oct 2023 15:21:35 GMT

Hi, sorry for the delay. I texted Roaming to 150 a couple of times, a few months before I travelled then a few days before. It said my phone was all set up to roam with use of my inclusive data etc. my daughter was the same, but when she landed her phone automatically connected to orange. I can’t use my phone away from wifi.

Re: No service in Tenerife and roaming is on

bristolian — Fri, 06 Oct 2023 15:32:05 GMT

If you have confirmation that roaming is setup, which networks have you tried connecting to without success?

Re: No service in Tenerife and roaming is on

Jabell51 — Fri, 06 Oct 2023 18:26:27 GMT

Hi, I’ve tried all of them, Movistar, Vodafone ES, orange, yoigo. I try every day all the usual trouble shooting. Roaming is still on but still all it says is no service.

Re: No service in Tenerife and roaming is on

Leanne_T — Sat, 07 Oct 2023 06:30:22 GMT

Hi @Jabell51

Thanks for coming here.

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

Do you have any signal showing?

Have you tried restarting your phone?

Leanne 🙂

Re: No service in Tenerife and roaming is on

Jabell51 — Sat, 07 Oct 2023 06:53:22 GMT

Hi, yes, as above I texted roaming to 150 more than once. I have all messages/snapshots to prove. I also went through the new system after calling 150. No service still, I’ve restarted multiple times, I’ve tried going back to airplane mode then off again, automatically selecting network to manual. Very disappointed. If EE can’t sort, I will be making a claim for a proportion of my bill to be refunded. Not being able to call, text or connect to my data unless I can find Wi-Fi was not the plan.

Re: No service in Tenerife and roaming is on

Leanne_T — Sat, 07 Oct 2023 06:55:55 GMT

Thanks for confirming this for me @Jabell51

Do you have an active spend cap?

If so, can you try changing this in your My EE to see if this helps?

Leanne.

Re: No service in Tenerife and roaming is on

Jabell51 — Sat, 07 Oct 2023 07:25:59 GMT

Hi, I dont need an active spend cap? I was told I can use my data, mins etc as I can in the UK. My daughter didn’t do anything other than text 150, there’s no reason to need to do this from what I know.

Re: No service in Tenerife and roaming is on

Leanne_T — Sat, 07 Oct 2023 07:28:38 GMT

Hi @Jabell51

If you could check just to see if the account has a spend cap active, this is to stop certain extra charges and would help us to know if this is what could be causing this for you?

Leanne.

Re: No service in Tenerife and roaming is on

Jabell51 — Sat, 07 Oct 2023 08:25:38 GMT

Hi, it says the spend cap is off. What happens if I put this on?

Re: No service in Tenerife and roaming is on

Leanne_T — Sat, 07 Oct 2023 08:35:16 GMT

Thanks, if this is off this is not the problem @Jabell51

You can choose to not set a Spend Cap and have no restrictions. Alternatively you can restrict usage outside of your monthly data allowance to £50, £40, £30, £20, £10 or choose to completely restrict your additional usage with a £0 Spend Cap.

In this case your account is going to need to be looked into, please call us from another phone on +44 (0)7953 966 150 and the team will get this looked into.

Leanne.

Re: No service in Tenerife and roaming is on

Jabell51 — Sat, 07 Oct 2023 12:52:18 GMT

If my daughter has use of her minutes while abroad, if I can use her phone , will it cost to call?

Re: No service in Tenerife and roaming is on

Leanne_T — Sat, 07 Oct 2023 14:09:57 GMT

Hi @Jabell51

Please see our Changes to EU Roaming Help page for details on if she would be charged.

Leanne.