topic Re: Roaming in Canada and the US in Mobile Services

Roaming in Canada and the US

MRMCHING — Sun, 31 Mar 2024 09:44:45 GMT

Hi,

I continue to have problems when trying to use EE roaming services in Canada and the US.

- I added the roaming add-on before I left

- I restarted my phone when I arrived

- I switched data roaming on in my device settings

- I manually selected Bell as the network provider after previously having operator selection set to auto

If I restart my phone then I do get a connection briefly but it drops out after a minute. The only think I haven't done is sent a text saying ROAM but surely when you add the Roaming add-on to your account this setting is managed for you automatically (surely!!).

The contacting EE from abroad pages on the app or website need to be reviewed.

- The tap to chat option isn't available (ever!!)

- When I try to dial the overseas contact number it doesn't allow me to make a wifi call

Has anybody else had this problem? It may also be worth having a chat group dedicated to roaming as it really impacts people when they are traveling.

Re: Roaming in Canada and the US

XRaySpeX — Sun, 31 Mar 2024 09:51:58 GMT

@MRMCHING wrote:

The only think I haven't done is sent a text saying ROAM but surely when you add the Roaming add-on to your account this setting is managed for you automatically (surely!!).

No, that's just it! It isn't! That's the Catch 22.

As you are on contract, did you activate roaming on your EE a/c before you left UK by texting ROAMING to 150? Having a roaming billing add-on doesn't of itself activate roaming on your a/c. Having roaming activated on your EE a/c, not just on your device, is crucial to using your contract SIM abroad.

Often just rebooting the phone is the simple remedy. Also try selecting a network manually rather than auto.

Otherwise 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.

Re: Roaming in Canada and the US

bristolian — Sun, 31 Mar 2024 14:40:22 GMT

You also mention the data roaming option on your phone. This merely allows the use of mobile data whilst roaming, but has no bearing on your account-level setting to allow roaming in the first place.

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: Roaming in Canada and the US

Steve_P2 — Sat, 05 Oct 2024 15:01:45 GMT

I had the identical problem described here.

Using bristolian's recommendation I used Skype to call EE on the hotel WiFi.

EE CS explained that although their operator had set my contract to worldwide roaming, for some reason they had not actually set it to roam!

He pressed a button, and all sorted 😁

Thanks bristolian!!!

Re: Roaming in Canada and the US

bristolian — Sat, 05 Oct 2024 16:09:48 GMT

@Steve_P2 wrote:

EE CS explained that although their operator had set my contract to worldwide roaming, for some reason they had not actually set it to roam!

He pressed a button, and all sorted 😁

I suspect this is a euphemism for adding a billing add-on, but not enabling the free roaming facility.