topic Re: No service abroad in Mobile Services

No service abroad

egg10 — Fri, 08 Dec 2023 09:49:40 GMT

Hi I’m in Korea and have not been able to connect to any service. My husband is also on EE and it’s working for him no problem.

I have tried turning on and off, manually selecting a network, checked spend cap and roaming settings on my phone and EE. Please help as I need to use and receive calls asap and the chat is no use just directs me to text or call which I can’t do!!!!

Thank you.

Re: No service abroad

Katie_B — Fri, 08 Dec 2023 10:47:17 GMT

Hi @egg10.

Welcome to the community.

Before leaving the UK did you activate roaming by texting ROAMING to 150?

Katie

Re: No service abroad

egg10 — Fri, 08 Dec 2023 13:06:55 GMT

Yes I’ve done this previously and have used it abroad with no issues.

Re: No service abroad

Katie_B — Fri, 08 Dec 2023 13:26:46 GMT

Thanks for getting back to me @egg10.

Did you receive a welcome text when you arrived in Korea?

Katie

Re: No service abroad

egg10 — Fri, 08 Dec 2023 13:27:33 GMT

No I didn’t, my husband did though.

Re: No service abroad

Katie_B — Fri, 08 Dec 2023 13:30:28 GMT

If you have not received a welcome text this would indicate roaming is not active on your account @egg10.

When was the last time you used your phone abroad?

Does your phone show you are connected to a network?

Speak soon,

Katie

Re: No service abroad

egg10 — Fri, 08 Dec 2023 13:31:45 GMT

How can I activate roaming then?

The last time was in Septmeber in Denmark.

No I have No service.

Re: No service abroad

Katie_B — Fri, 08 Dec 2023 13:33:11 GMT

Have you made any changes to your account since September @egg10?

Are you accessing live chat through the EE app under 'Help'?

You would need to speak with our customer care team so they can ensure roaming is active.

Katie

Re: No service abroad

egg10 — Fri, 08 Dec 2023 13:36:22 GMT

No I have made no changes and my husband has not either so I don’t understand why it’s not working for me.

I have access to ‘message us’ under help but it’s the digital assistant - can I connect to live chat there?

Re: No service abroad

Katie_B — Fri, 08 Dec 2023 13:37:38 GMT

Thanks for confirming @egg10.

That's right, you can access live chat by selecting 'Message Us'.

Please keep us updated here on the community.

Katie

Re: No service abroad

bristolian — Fri, 08 Dec 2023 15:04:55 GMT

If you've previously used your phone in the EU, but are now further afield and have no service, I suspect you have EU-only roaming activated.

EE CS can enable full global roaming if you contact them as suggested. If you have a WiFi-internet connection, you may be able to contact over a web-calling app such as Skype.