topic Re: Re: Roaming USA in Mobile Services

Re: Roaming USA

Kerry273 — Thu, 28 Dec 2023 23:31:56 GMT

Hi did you ever get this rectified? I had exactly the same issue, couldn't connect to data at all, then lost calls and texts. Spent hours on to customer services (both phone and hotel WiFi) and been hit with a huge bill which I will be challenging as I did not get the service I had paid for. Looks like this has been an ongoing issue with EE for months.

Re: Re: Roaming USA

Kerry273 — Thu, 28 Dec 2023 23:35:38 GMT

Hi did you ever get this rectified? I had exactly the same issue, couldn't connect to data at all, then lost calls and texts. Spent hours on to customer services (both phone and hotel WiFi) to no effect and been hit with a huge bill which I will be challenging as I did not get the service I had paid for. Looks like this has been an ongoing issue with EE for months.

Re: Re: Roaming USA

Kerry273 — Thu, 28 Dec 2023 23:36:43 GMT

Re: Re: Roaming USA

bristolian — Fri, 29 Dec 2023 00:30:17 GMT

Can you explain the issue you had?

I'm not sure what you think is an ongoing issue.

Re: Re: Roaming USA

Lis22 — Fri, 29 Dec 2023 07:15:22 GMT

Thanks .. I think it is resolved but won’t know until I get back to the UK.

Lis

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Re: Re: Roaming USA

Katie_B — Fri, 29 Dec 2023 07:36:52 GMT

Hello @Kerry273.

Welcome to the community.

Are you aware if roaming was activated on your account? This is done by texting ROAMING to 150 before leaving the UK.

Did our customer care team advise what could be causing this?

When you were in the States did you try manually connecting to another network?

Katie

Re: Re: Roaming USA

Kerry273 — Fri, 29 Dec 2023 11:55:04 GMT

Hi Katie

I spent a significant part of my holiday on the phone with various members of the technical support team, none of whom could rectify the problem but confirmed that roaming was showing as active on my account. We tried 2 different phones with no success. One of the tech team informed me that they were seeing this happen quite often with roaming in USA and looking at the forum it's been happening in other non-EU countries also.

Re: Re: Roaming USA

Kerry273 — Fri, 29 Dec 2023 12:00:15 GMT

Lack of data connectivity, and successful connection to T-mobile 4g disconnected shortly after and reverted to 2g, unable to connect to USA providers, and a later inability to make or receive international calls/texts despite being told that I should be able to. This was on 2 different handsets and remained an issue despite lengthy conversations with 3 different technical support team members, the latter of whom said her computer needed rebooting and she would phone me on my friends number, which she never did. The ongoing issue is this arising repeatedly within the forum threads since 2022 - possibly earlier, I just haven't gone back further.

Re: Re: Roaming USA

Katie_B — Fri, 29 Dec 2023 12:40:16 GMT

Thanks for getting back to me @Kerry273.

Did our technical care team open a ticket for this?

Are you still in the States now?

Is your friend on EE? if yes, does their phone work OK?

Katie