topic Re: Urgent - TRAVEL DATA PASS /Dubai in Mobile Services

Urgent - TRAVEL DATA PASS /Dubai

AniB — Mon, 12 Feb 2024 13:21:31 GMT

Hi,

Before leaving UK I called up customer service and got a TRAVEL DATA PASS added on.

- I was told in Dubai I will be charged £7.85 daily for a 500MB daily package

- I need to type TRAVEL and it will be enabled.

- I was told by EE that if I type TRAVEL again on the same day then I will get another £7.85 added so not to do so until balance is nearly used.

I reached Dubai and from the airport typed TRAVEL and it did nothing. I am so disappointed as I had to reach my hotel without any connection even though I thought EE had given me the right advice and relying on their customer service and word.

Once I messaged TRAVEL I didn't get any confirmation that the 500MB for the day has been enabled or not. In the airport I was not able to access EE app at all. When I reached to my hotel I logged into the EE app but I am not sure whether the 500MB data pass got enabled or not when I sent a message. I can't see it anywhere in the app but can see a add on TARVEL DATA PASS.

I can't make calls from DUBAI to EE as they charged and pretty pricey. Very disappointed as its not intuitive at all in the app or via messages that a 500BM data package has been enabled for the day after one sends the sms.

Please could someone response today am stuck here without any data apart from my hotel wifi.

Ani

Re: Urgent - TRAVEL DATA PASS /Dubai

XRaySpeX — Mon, 12 Feb 2024 13:28:15 GMT

When you say you typed TRAVEL, where did you type it? Did you text the word TRAVEL to 150?

Did you text ROAMING to 150 before you leave UK to ensure the roaming ability is enabled on your account?

Did you receive a msg upon arrival telling you about the charges for roaming there?

Re: Urgent - TRAVEL DATA PASS /Dubai

AniB — Mon, 12 Feb 2024 13:32:39 GMT

Yes. All these I checked before leaving uk and it confirmed I am setup for roaming.

When I reached here... I did a message from EE and did send a welcome message etc.

I typed TRAVEL to 150 as I was told but not sure as a customer what confirmed am I supposed to get when I type that? I also checked my EE app but nowhere can I clearly say whether that got enabled or not. At the moment am just working off hotel wifi.

Re: Urgent - TRAVEL DATA PASS /Dubai

Leanne_T — Mon, 12 Feb 2024 14:03:21 GMT

Hi @AniB

Do you have signal showing on your device?

Have you tried manually searching and connecting to an available network?

Leanne 🙂

Re: Urgent - TRAVEL DATA PASS /Dubai

AniB — Mon, 12 Feb 2024 14:12:52 GMT

In the airport I tried everything but since the EE data pass didn't work... I couldn't get onto safari or EE as there was no data. There was signal and I connected onto airport WIFI.

Re: Urgent - TRAVEL DATA PASS /Dubai

Leanne_T — Mon, 12 Feb 2024 14:14:41 GMT

Thanks @AniB

Can you make calls and send texts?

Leanne.

Re: Urgent - TRAVEL DATA PASS /Dubai

AniB — Mon, 12 Feb 2024 14:56:23 GMT

Sorry calls and texts using what connection? I have already bought a 60min global minutes.

Calls are charged here in Dubai so am not making any calls until I need to. What I need is data to look at maps etc.

I am surprised no one is able to help answer:

Where can I see if the data travel pass for the day has been activated?

What confirmation I should be receiving once I type TRAVEL to 150

Re: Urgent - TRAVEL DATA PASS /Dubai

Leanne_T — Mon, 12 Feb 2024 15:02:51 GMT

Hi @AniB

This would show in your EE app add-ons and you should get the option when trying to connect to data with WiFi turned off.

Sorry, I am checking if you have roaming fully activated on your account to use the data add-on and also make calls, send texts, for when not connected to WiFi and using a local network.

Leanne 🙂

Re: Urgent - TRAVEL DATA PASS /Dubai

XRaySpeX — Mon, 12 Feb 2024 15:50:06 GMT

Ordinary calls or texts on the mobile network. Can't you just try sending a text to a friend? It'll cost 76p.

Re: Urgent - TRAVEL DATA PASS /Dubai

AniB — Tue, 13 Feb 2024 10:07:19 GMT

With wifi turned off... I can make calls but the EE app doesn't load and the internet doesn't work. So I don't have any data basically as the TRAVEL DATA PASS is not enabled.

So no one from EE can help? Very strange.

Re: Urgent - TRAVEL DATA PASS /Dubai

Leanne_T — Tue, 13 Feb 2024 10:27:02 GMT

Thanks for coming back to me @AniB

I am sorry we have no account access on the community to add this.

If you log into the EE app and select get more add-ons and then roaming, does the data pass show and can be added?

Leanne.

Re: Urgent - TRAVEL DATA PASS /Dubai

AniB — Tue, 13 Feb 2024 11:03:58 GMT

I enable wifi and when I log into the EE app and under add ons select 'Roaming' it does show TRAVEL DATA PASS - Variable.

Which I assume variable here means charged based on the days it is being used. I messaged TRAVEL to 150 yesterday and wasn't able to use any data sadly. I have got no confirmation message or email or in the app to tell me it has been enabled. Very disappointing experience from EE.

Re: Urgent - TRAVEL DATA PASS /Dubai

Leanne_T — Tue, 13 Feb 2024 12:34:44 GMT

Hi @AniB

Can you add the Travel Data Pass from the EE app?

Leanne.

Re: Urgent - TRAVEL DATA PASS /Dubai

AniB — Wed, 14 Feb 2024 09:15:23 GMT

Hi. I think I mentioned I already have the TRAVEL DATA PASS. It shows when I select roaming from the add ons dropdown and displays variable infront of it.

EE is not helping and are able to troubleshoot this. Very disappointing. EE should have my details from my login nd should be able to tell me whether I have it enabled or not.

Anyways.

Re: Urgent - TRAVEL DATA PASS /Dubai

XRaySpeX — Wed, 14 Feb 2024 09:19:47 GMT

This user discussion forum can have no access to your specific account. You need to raise this with CS.