topic Re: EE not working abroad in Mobile Services

EE not working abroad

egyngr — Thu, 14 Dec 2023 06:45:18 GMT

Hello,

I’ve seen many similar posts here. I recently came to Turkey and my phone does not have any reception. It was working just fine two months ago. I tried all the solutions offered in other threads, but none of them worked.

Thanks!

Re: EE not working abroad

bristolian — Thu, 14 Dec 2023 08:07:34 GMT

What are the solutions you've already tried? Knowing that may help offer different advice.

When you say it was working fine 2 months ago, was that in Turkey or another country? Was that other country in the EU or outside?

Re: EE not working abroad

Northerner — Thu, 14 Dec 2023 08:15:59 GMT

Hi @egyngr

Are you on EE PAYG or pay monthly contract.

Thanks

Re: EE not working abroad

egyngr — Thu, 14 Dec 2023 08:20:25 GMT

I am on a monthly contract. I have the roaming add on as well. I used my phone in Turkey two months ago. I also used it in Greece, Turkey (multiple times) throughout the year.

I restarted my phone. Turned on/off flight mode. Manually selected the network. I tried using a different phone as well.

Re: EE not working abroad

bristolian — Thu, 14 Dec 2023 08:26:57 GMT

If your phone has previously worked in Turkey, that suggests roaming is active. Did you receive a welcome text message on first arrival abroad?

Can you expand on "tried using a different phone" - was this using your SIM in a known working phone, or a totally different SIM? If the former, what was the outcome?

Re: EE not working abroad

Northerner — Thu, 14 Dec 2023 08:27:33 GMT

Hi @egyngr

Turkey is outside of the EU and any EU roaming pass will not apply in Turkey. You may have also exceeded your roaming allowance, EE is after all a UK network.

I suggest you call EE CS via Skype and WiFi on the number in my signature during UK office hours.

Thanks

Re: EE not working abroad

egyngr — Thu, 14 Dec 2023 08:34:32 GMT

Thank you for the messages. I haven’t exceeded my roaming limit and I don’t have any bars at all. I am not trying to use 4G or anything. I just need to receive SMS messages.

I didn’t receive a welcome SMS or anything from EE upon arrival. And yes I tried using my current sim on a different phone that I know is working.

I am also not able to call the wifi number. It just fails.

Re: EE not working abroad

bristolian — Thu, 14 Dec 2023 08:43:13 GMT

To receive SMS messages you need a mobile network connection, whichever "G" that is. What was the result of using your SIM in a known working phone - did it get a network connection or not?

Not having a network connection and not receiving a welcome text would be good signs of roaming either not being active or being set to EU-only. That can only be checked by contacting EE CS by another means. If it had previously worked during this trip and only recently stopped, you may have had a spend cap set - https://ee.co.uk/help/mobile/manage-use/pay-monthly/set-up-and-manage-spend-cap

There's enough uncertainty that you likely need your specific individual account checked, which only CS can do. You should either call them on +44 7953 966150 from any working phone, or +44 800 0798586 using a web-calling app as suggested,