topic I have just got to the USA and my phone is constantly on SOS in Mobile Services

I have just got to the USA and my phone is constantly on SOS

lewisxax — Sat, 06 Apr 2024 11:04:52 GMT

Hopefully someone can help me on this issue, my phones constantly on SOS I have paid for the roaming pass with EE but still unable to use it.

Re: I have just got to the USA and my phone is constantly on SOS

Schockwave — Sat, 06 Apr 2024 11:18:18 GMT

Hello @lewisxax ,

Welcome to the community,

If you are on contract, did you make sure that roaming was enabled before going abroad? If not you can contact customer service for free by using something like Skype:

+448000798586

Roaming is automatically enabled on pay as you go, but not on contract.

Paying for roaming pass does not automatically enable roaming, as it needs to be enabled on your account.

Re: I have just got to the USA and my phone is constantly on SOS

XRaySpeX — Sat, 06 Apr 2024 11:45:04 GMT

@lewisxax : Are you on contract or PAYG? Had you used that SIM for making calls or texts in UK before you left to go abroad?

If 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: I have just got to the USA and my phone is constantly on SOS

Plymouthbloke1 — Sat, 06 Apr 2024 16:37:04 GMT

You’d think that after nearly 12 years of existence EE would have fixed this issue by now. How easy is it to write a script in their CRM to stipulate that if a roaming bundle is added, the roaming bar is also lifted - or have it so that the bundle can’t be added if the roam bar is activated….. also making sure all the international calling bars are removed when roaming is added…..

The community is clogged up with the same old issues and it seems EE doesn’t want to work to resolve this basic issue.

Re: I have just got to the USA and my phone is constantly on SOS

bristolian — Sat, 06 Apr 2024 16:48:49 GMT

When fixes are genuinely simple, they tend to be implemented quickly.

I agree that adding a reminder to the CS script to at least check it, should be straightforward. That only then leaves human error...

Re: I have just got to the USA and my phone is constantly on SOS

Plymouthbloke1 — Sat, 06 Apr 2024 23:52:44 GMT

This isn’t just about the CS journey Jon, it’s about the online and SMS via 150 journey. It all needs re-jigging to include these bits. Easy to implement and reduces inbound customer flow. A few automated processes that reduce a huge amount of CS traffic. A win win, no?

Re: I have just got to the USA and my phone is constantly on SOS

lewisxax — Sun, 07 Apr 2024 05:13:31 GMT

This is now sorted! I spoke to EE over Skype and they hadn’t enabled international roaming only EU roaming, this was a mess up on EE side of things they assured me everything was right before I left the UK and it wasn’t. Easy fix once I spoke to them but having to call on Skype was a bit of joke,

thanks for the support though guys 👍

Re: I have just got to the USA and my phone is constantly on SOS

XRaySpeX — Sun, 07 Apr 2024 07:26:50 GMT

Thanks! You're welcome 🙂 ! Glad I could be of assistance & trust it is now sorted.

Re: I have just got to the USA and my phone is constantly on SOS

bristolian — Sun, 07 Apr 2024 08:33:27 GMT

@lewisxax wrote:

Easy fix once I spoke to them but having to call on Skype was a bit of joke, 👍

Travelling abroad without roaming activated (or EU-only outside the EU) creates a catch-22 situation of not having coverage.

The way to break a catch-22 scenario is to use an alternative means of contact, Skype over WiFi is just that.

Re: I have just got to the USA and my phone is constantly on SOS

Schockwave — Sun, 07 Apr 2024 11:25:17 GMT

@lewisxax , glad you got it sorted, thank you for coming back and letting us know, hope you enjoy your stay there.