topic Re: Can not use my phone abroad - Unlimited Data and Calls in Mobile Services

Can not use my phone abroad - Unlimited Data and Calls

JideO — Mon, 27 Nov 2023 14:09:00 GMT

Am in Australia and cannot use my phone. I have unlimited data and calls, monthly contract. When I send ROAM to 150. It says my phone is ready to be used abroad but I cannot use it for calls or data. Please help. I cannot even make any calls either.

Re: Can not use my phone abroad - Unlimited Data and Calls

JideO — Mon, 27 Nov 2023 13:29:29 GMT

I am a pay monthly customer and currently abroad and cannot use my phone or data. I cannot find the life chat.

can someone help me.

Re: Can not use my phone abroad - Unlimited Data and Calls

Leanne_T — Mon, 27 Nov 2023 13:51:37 GMT

Hi @JideO

Thanks for coming here.

Did you text ROAMING to 150 before leaving the UK to make sure the account was set up for roaming?

Leanne 🙂

Re: Can not use my phone abroad - Unlimited Data and Calls

JideO — Mon, 27 Nov 2023 14:16:10 GMT

YES. I got the response. Your phoe is currently set up for use worldwide

There is the option to speak to someone later in this journey if needed but first for data calling and text costs and any available add-ons reply with country you are interested in for example reply SPAIN

This response confused me as I already have this as part of my plan

Re: Can not use my phone abroad - Unlimited Data and Calls

JideO — Mon, 27 Nov 2023 14:20:30 GMT

How can I use live chat to resolve this

Re: Can not use my phone abroad - Unlimited Data and Calls

Leanne_T — Mon, 27 Nov 2023 14:23:37 GMT

Thanks @JideO

If live chat is available this would show in the EE app within the Help section as Message us.

Have you tried manually searching for a network?

Leanne.

Re: Can not use my phone abroad - Unlimited Data and Calls

Chris_B — Mon, 27 Nov 2023 15:05:13 GMT

@JideO roaming is enabled on your account as texting roam to 150 confirmed this. But to use your data and call/text allowance you need to purchase the roaming pass. Please seeTHIS

Re: Can not use my phone abroad - Unlimited Data and Calls

JideO — Mon, 27 Nov 2023 15:17:42 GMT

It registers with a network provider, I see the 5g icon and have seen the 4g icon also but still cannot make phone calls or use data. I just tried doing it manually and it only connects to one network provider both manually and automatically. But still unable to make phone calls.

Re: Can not use my phone abroad - Unlimited Data and Calls

Leanne_T — Mon, 27 Nov 2023 15:23:33 GMT

Thanks for trying @JideO

Can you send texts?

What happens when you try and make a call?

Leanne.

Re: Can not use my phone abroad - Unlimited Data and Calls

JideO — Wed, 29 Nov 2023 20:01:03 GMT

Am currently on holiday and my roaming is constantly disconnecting after a few seconds. Even after setting everything to manual.

Re: Can not use my phone abroad - Unlimited Data and Calls

bristolian — Wed, 29 Nov 2023 20:10:01 GMT

Regardless of any billing add-on, your ability to get coverage abroad (which calls, texts & mobile data rely on) is dependent on roaming being activated - which allows your phone to connect to foreign networks. Did you receive a welcome text message on first arriving abroad? That would be a good indication of roaming being active and thus allowing a local network connection.

On PAYG, this is auto-enabled once your phone is used in the UK first.
On pay-monthly, this needs to be enabled manually - usually by texting ROAMING to 150 before leaving the UK. Did you do this?

Re: Can not use my phone abroad - Unlimited Data and Calls

JideO — Wed, 29 Nov 2023 20:16:16 GMT

Yes I did

And have chatted to EE.

It connects I get service a a few seconds then it drops off.

I tried another phone and all providers show up as forbidden

Re: Can not use my phone abroad - Unlimited Data and Calls

JideO — Wed, 29 Nov 2023 20:17:01 GMT

Am in Australia

Re: Can not use my phone abroad - Unlimited Data and Calls

JideO — Wed, 29 Nov 2023 20:23:17 GMT

Can't send text

When I attempt to .ake calls I get an error message - NOT REGISTERED ON NETWORK

Re: Can not use my phone abroad - Unlimited Data and Calls

bristolian — Wed, 29 Nov 2023 20:24:10 GMT

What are you answering "Yes I did" to?

Your symptoms are consistent with roaming not being active, and consequently no local network coverage.

Re: Can not use my phone abroad - Unlimited Data and Calls

JideO — Wed, 29 Nov 2023 20:25:44 GMT

I have unlimited calls and data.

Re: Can not use my phone abroad - Unlimited Data and Calls

Chris_B — Wed, 29 Nov 2023 20:29:03 GMT

@JideO Have you purchased a roaming add on ? I don’t mean the text to 150 to enable roaming. The add on allows you to use your call/text/data allowance.

Have you tried restore device since you got there ?

Re: Can not use my phone abroad - Unlimited Data and Calls

XRaySpeX — Wed, 29 Nov 2023 21:00:23 GMT

Now full history of this OP's convo.

Re: Can not use my phone abroad - Unlimited Data and Calls

bristolian — Wed, 29 Nov 2023 21:48:49 GMT

Looks like this poster has started numerous threads, rather than keeping all the replies in the same place. @JideO Please use the "reply" option in this post to keep any replies together, instead of starting a new post.

It's unclear whether you have texted ROAMING to 150 before leaving the UK, to enable roaming. It's unclear whether you received a welcome text message on arrival - which would be good evidence of roaming.

All the symptoms described thus far, are good evidence of roaming not being active. This prevents a connection to foreign networks, with predictable consequences for your ability to use network-based functions such as calls & texts.

Your only recourse now will be to contact EE CS via another means, and request roaming is activated - your billing add-ons are irrelevant for this. If you can get a WiFi connection, try using Skype to call +44 800 0798586

Re: Can not use my phone abroad - Unlimited Data and Calls

JideO — Thu, 30 Nov 2023 09:52:18 GMT

I did text roaming and have been in via chat with EE