topic Currently abroad in USA with GR setup, but can't use my phone! in Mobile Services

Currently abroad in USA with GR setup, but can't use my phone!

millymae — Mon, 05 Feb 2024 22:49:06 GMT

I'm stuck in a catch 22 situation with EE and I need help!

I have Global Roaming set up and paid for.
No Spending Caps setup.
When I use the EE App the Aimee AI bot then tells me to call 150 or the UK number.

Well, guess what, I'm overseas with a phone that doesn't work so I can't call anyone!! What do I do? I am here until Friday and have a service I can't use but have paid for.

Re: Currently abroad in USA with GR setup, but can't use my phone!

bristolian — Mon, 05 Feb 2024 23:05:52 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. This facility is free of charge, your only cost is for the add-on you've picked.

On pay-monthly, this needs to be enabled manually - usually by texting ROAMING to 150 before leaving the UK. Did you do this?

If you now find yourself abroad without having enabled roaming, your only recourse will be to contact CS to request it activated. You can either contact +44 7953 966150 from another working phone, or +44 800 0798586 using a web-calling app such as Skype over WiFi.

Re: Currently abroad in USA with GR setup, but can't use my phone!

millymae — Mon, 05 Feb 2024 23:13:54 GMT

Thanks for responding.

1. My phone connects to the T-Mobile network whilst roaming. But the problem remains.

2.re: 150 being setup. Yes it was set up and paid for before I left. It worked fine when I was in France, but not in the USA.

3. When I go into the App and check, it says I'm successfully set up.

I'll try and call them tomorrow with Skype.

Re: Currently abroad in USA with GR setup, but can't use my phone!

bristolian — Mon, 05 Feb 2024 23:19:52 GMT

Having a connection to a foreign network is a good indication that roaming is enabled, you should also have received a welcome text message on first arrival abroad - did you?

If your phone worked in France but not the USA, that could suggest EU-only roaming is enabled - but this contradicts your assertion that you can use T-Mobile USA. Hence querying whether you received the welcome text message to confirm a working connection.

I'm not sure where you're looking in the app, but there is no facility to check/enable roaming in there - it would be so much simpler if there was! Are you sure you're not confused with "call abroad" options or "use mobile data"?

Re: Currently abroad in USA with GR setup, but can't use my phone!

XRaySpeX — Tue, 06 Feb 2024 00:08:52 GMT

2. If texting ROAMING to 150 was set up before you left you wouldn't be paying for it cuz it's free. You are mixing it up with texting ROAMING PASS to 150 which does cost money but is only a billing add-on which does not enable roaming worldwide.

You need to call CS to get your roaming activated. Try calling CS on the Freephone no. in my sig. on Skype over WiFi. It should be free.