topic Re: Help please! Using phone in the Canary Islands in Mobile Services

Help please! Using phone in the Canary Islands

Coz21 — Sat, 21 Oct 2023 21:53:39 GMT

My PAYG pack is due to renew whilst I'm in the Canary Islands. Will it still renew if I've topped up before I go? Also, I understand i need to pay £2 per day to use my allowances there. How do I pay this and at what point do I set it up?

Another question.... my son is on EE contract. What do I need to do to his phone for him to use his phone in the Canary Islands? When I log into my EE account, I can't see any details of his contract (which is in my name and I pay the bill)... I can only see the details of my PAYG. So I'm not sure how I can set his phone up to use his phone abroad.

Re: Help please! Using phone in the Canary Islands

XRaySpeX — Sat, 21 Oct 2023 22:16:07 GMT

Your pack will auto renew as long as you top-up beforehand, either here or in Spain.

To use your pack allowances in the EU on PAYG there are roaming charges of either £2.50 / day, by texting ROAMEU1D to 150, or £10 / week, by texting ROAMEU7D to 150, to be taken only from your PAYG credit, not your recurring card payment. You will receive a msg upon arrival telling you about the charges for roaming in EU. If you opt to text neither or you don't have an active pack, you will be paying standard rates for calls & texts & need to buy a PAYG add-on for data.

You won't see your son's contract a/c from your PAYG a/c. They are separate & don't mix.

He should text ROAMING to 150 before he leaves UK to ensure roaming is enabled on his account.

Re: Help please! Using phone in the Canary Islands

Coz21 — Sat, 21 Oct 2023 23:14:58 GMT

Thank you. So for my PAYG, do I need to wait until I arrive in Spain to text ROMEWEU7D?

And can my son activate his up to a week before arriving in Spain?

Re: Help please! Using phone in the Canary Islands

XRaySpeX — Sat, 21 Oct 2023 23:19:46 GMT

Yes, you'll be invited to by the welcome msg.

Activate your son's what? ROAMEU7D is only for PAYG not contract. He should text ROAMING to 150 anytime before he leaves UK. It is free.

Re: Help please! Using phone in the Canary Islands

Coz21 — Sat, 21 Oct 2023 23:27:21 GMT

Yes, that's what I meant... at what point should he text ROAMING to 150. So he can do it anytime now then. Thank you so much for your help, much appreciated.

Re: Help please! Using phone in the Canary Islands

bristolian — Sun, 22 Oct 2023 00:31:20 GMT

For pay-monthly users, there are two elements

1: The roaming facility is free, and is what enables your phone to use foreign networks. Without it, you won't get coverage abroad. Texting ROAMING to 150 before leaving the UK is the usual way.

2: Choose any billing add-on to reduce the cost can be done at any time. Within the EU, you either pay £2.29/day or £25/month - and have full use of your UK allowances.

Re: Help please! Using phone in the Canary Islands

XRaySpeX — Sun, 22 Oct 2023 00:44:00 GMT

You're welcome! Glad to be of help and trust that it is now sorted.

Re: Help please! Using phone in the Canary Islands

Coz21 — Sun, 22 Oct 2023 09:10:19 GMT

So I still have to do number 2 for the contract one? How do I choose an add on and how do I pay for it if I can't access his contract online?

Re: Help please! Using phone in the Canary Islands

Christopher_G — Sun, 22 Oct 2023 11:55:48 GMT

Hi @Coz21

If you speak to our Mobile Care team, they'll help you get access to the online account so that you can add it, or add it for you.

Chris

Re: Help please! Using phone in the Canary Islands

Coz21 — Sun, 22 Oct 2023 13:58:10 GMT

I text Roaming to 150 on my son's phone last night but still not received a reply. Do I need to wait for a reply before choosing a bill add on?

Also, could I just create an online EE account using his email address to manage his contract and buy an add on?

Re: Help please! Using phone in the Canary Islands

Christopher_G — Sun, 22 Oct 2023 14:03:44 GMT

Yes, you could set up an EE account with a different email address and link the number, @Coz21

You'll be able to manage the add-ons from there. You should get a message back from texting ROAMING to 150 pretty quickly, I'm not sure why you haven't received a reply yet.

Chris

Re: Help please! Using phone in the Canary Islands

Coz21 — Sun, 22 Oct 2023 14:19:38 GMT

My Samsung phone doesn t have the 'automatic network selection' but it has 'data roaming' which I've selected. Is that the same thing? Or is there another setting I need to select?

Re: Help please! Using phone in the Canary Islands

Christopher_G — Sun, 22 Oct 2023 14:27:39 GMT

Data roaming would need to be enabled on the device, but it also has to be enabled on the SIM by EE, @Coz21. Usually texting ROAMING to 150 helps you do that, but if it isn't working, I recommend calling our Mobile Care team on 150.

Chris

Re: Help please! Using phone in the Canary Islands

Coz21 — Sun, 22 Oct 2023 14:51:33 GMT

Sorry, I may be confusing things a little. It's my son's iphone on EE contract that we're not getting a reply on when texting ROAMING to 150. That's the one I need to create an online account for to buy an add on. But I may need to phone EE anyway if we're not receiving a reply.

I have selected data roaming on my Samsung EE PAYG and also text ROAMING to 150. I have received a reply on mine with information. So I'm assuming I don't need to do anything else with mine until I get there?

It's just my son's phone that is the issue.

Re: Help please! Using phone in the Canary Islands

Christopher_G — Sun, 22 Oct 2023 14:46:12 GMT

Yes, I think it's probably best to call about your son's phone, just to make sure everything is set up, @Coz21

They'll be able to check your number too, just to be sure.

Chris

Re: Help please! Using phone in the Canary Islands

Coz21 — Sun, 22 Oct 2023 14:52:39 GMT

Thanks. Is it just the customer service number I ring?

Re: Help please! Using phone in the Canary Islands

bristolian — Sun, 22 Oct 2023 14:55:45 GMT

Data roaming simply means "can I use mobile data whilst roaming". The equivalent would be menu options for "text message roaming" & "voice call roaming" - these are useless without roaming being enabled on the SIM.

There would be no harm in sending the roaming text again.

Re: Help please! Using phone in the Canary Islands

Coz21 — Sun, 22 Oct 2023 15:00:38 GMT

Thanks. We have sent it twice more today and still not got a reply on his phone.

Re: Help please! Using phone in the Canary Islands

XRaySpeX — Sun, 22 Oct 2023 18:00:26 GMT

Texting ROAMING to 150 from a PAYG SIM is not effective. It is only applicable for contracts.

Re: Help please! Using phone in the Canary Islands

Coz21 — Sun, 22 Oct 2023 18:24:41 GMT

My son's is a contract.