topic Re: Roam abroad cancelled before date I have paid to in Mobile Services

Roam abroad cancelled before date I have paid to

annegill — Fri, 05 Apr 2024 07:52:14 GMT

I have been billed for Roam Abroad until 19 April but can’t get access now. Can’t phone or text EE from Australia to query this. Is there an email address I can use to contact them?

Re: Roam abroad cancelled before date I have paid to

bristolian — Fri, 05 Apr 2024 07:59:07 GMT

What exactly do you mean by "can't get access now"?

The Roam Abroad pass is just a billing add-on to reduce the cost of roaming. If you're having issues with roaming itself, the billing pass is irrelevant and the issue will lie somewhere else.

The first troubleshooting step in any "I don't have coverage abroad" scenario is to toggle flight mode and - if no change - manually select an alternative local operator.

Re: Roam abroad cancelled before date I have paid to

annegill — Fri, 05 Apr 2024 08:05:15 GMT

I have been using my UK allowance for internet access until today but it has stopped working.

Re: Roam abroad cancelled before date I have paid to

Leanne_T — Fri, 05 Apr 2024 08:36:22 GMT

Hi @annegill

Thanks for coming to the community.

What happens when you try and make a call?

Have you tried manually searching for networks in your phone settings and changing to a different network to see if this works for you?

Leanne.

Re: Roam abroad cancelled before date I have paid to

annegill — Fri, 05 Apr 2024 08:45:02 GMT

Hi Leanne,

Thank you for your reply. I don’t think there is anything I can do. It would appear that EE has cancelled my Roam Abroad pass because I cancelled to prevent being billed for another month. This is in spite of the fact that I have paid up to 19 April. My problem is that I can’t contact them by phone or text and there is no way to contact them otherwise.

Re: Roam abroad cancelled before date I have paid to

Leanne_T — Fri, 05 Apr 2024 10:09:54 GMT

Hi @annegill

You should still have access to make calls if this has been removed, what happens when you make a call?

Is the Roam Abroad Pass still showing in your EE app?

Leanne.

Re: Roam abroad cancelled before date I have paid to

XRaySpeX — Fri, 05 Apr 2024 10:47:06 GMT

@annegill wrote:

I cancelled to prevent being billed for another month.

When is your billing date? When did you cancel it?

Re: Roam abroad cancelled before date I have paid to

bristolian — Fri, 05 Apr 2024 11:11:14 GMT

If your issue is an inability to connect to a local network, and thus make/receive calls, send/receive text messages or use mobile data - the billing add-on will not be the cause.

Fundamentally the ability to use your phone abroad is dictated by the free-of-charge roaming facility being enabled, and the local networks providing service. All the Roaming Pass does is reduce the cost of using that service.