topic EE not working in US even with roaming bundle in Mobile Services

EE not working in US even with roaming bundle

Izzy2375 — Mon, 30 Oct 2023 23:44:27 GMT

Been in the US since yesterday everything g worked ok for the first 24 hrs then it sudden stopped working can’t make calls send text or use data spoke to agent who said everything looks set up on and no issues.

Re: EE not working in US even with roaming bundle

bristolian — Tue, 31 Oct 2023 08:40:53 GMT

If you've previously been able to roam but are now having issues, there could be a problem with the specific local network you're connected to. Are you able to use other US networks?

Also try toggling flight mode.

Re: EE not working in US even with roaming bundle

Izzy2375 — Tue, 31 Oct 2023 11:10:40 GMT

When I click on US networks they also don’t connect or switch to SOS.

Re: EE not working in US even with roaming bundle

Katie_B — Tue, 31 Oct 2023 11:27:12 GMT

Thanks for getting back to us @Izzy2375.

Have you travelled to different areas?

Are you aware of others in the same location experiencing this?

What network are you automatically connecting to?

Katie

Re: EE not working in US even with roaming bundle

Izzy2375 — Tue, 31 Oct 2023 12:03:31 GMT

No in New York for 4 days not going anywhere else, don’t know of any others and it’s automatically connection to T-mobile

Re: EE not working in US even with roaming bundle

Katie_B — Tue, 31 Oct 2023 12:06:20 GMT

Hi @Izzy2375.

Are you aware if a spend cap is on your account?

You can check this in your EE app or EE account online.

Katie

Re: EE not working in US even with roaming bundle

Izzy2375 — Tue, 31 Oct 2023 12:26:09 GMT

Yes there is but it’s high enough not to be an issue as I paid for the roaming bundle at £25 spoke to EE and they said everything looked ok there end.

Re: EE not working in US even with roaming bundle

Katie_B — Tue, 31 Oct 2023 12:30:35 GMT

Hi @Izzy2375.

Have you spoke with our customer care team whilst being abroad?

Did they run a diagnostics with you?

Katie

Re: EE not working in US even with roaming bundle

Izzy2375 — Tue, 31 Oct 2023 12:46:01 GMT

Yes have spoken to them but never got through to technical kept getting cut off, I have just turned my work sim on which is EE and that works fine, so not the device it’s something on my account must be.

Re: EE not working in US even with roaming bundle

Katie_B — Tue, 31 Oct 2023 12:48:55 GMT

Thanks for trying that @Izzy2375.

Are you able to try up your spend cap to see if this resolves?

Katie

Re: EE not working in US even with roaming bundle

Izzy2375 — Tue, 31 Oct 2023 13:00:59 GMT

Yeah it’s been removed still not fixed I’m sure it’s something to do with my connection but can’t speak to anyone to fix it.

Re: EE not working in US even with roaming bundle

Katie_B — Tue, 31 Oct 2023 13:09:20 GMT

I'd recommend getting back in touch with our technical care team @Izzy2375.

The team will be able to run a full diagnostics.

Katie

Re: EE not working in US even with roaming bundle

Izzy2375 — Tue, 31 Oct 2023 13:13:49 GMT

I will have to try but it’s hard when I have no signal.

thank you for your help.