topic Re: Re: Can't get texts in Mobile Services

Re: Can't get texts

darlene — Thu, 21 Mar 2024 21:16:28 GMT

Hi. I am in the US and I am unable to get a network connection. It's the same problem that happened last year about this time. I have topped up and sent texts in the last two months, but I'm no longer able to connect to a network in the US. It usually finds T-Mobile but it can't anymore. This phone is an EE phone but a carry over from when it used to be T-Mobile. You fixed the problem but it is not working again. Please help!!

Re: Re: Can't get texts

Christopher_G — Fri, 22 Mar 2024 07:34:45 GMT

Hi @darlene

What happens when you try to manually connect to a US network?

Chris

Re: Re: Can't get texts

darlene — Fri, 22 Mar 2024 15:27:50 GMT

If I scan for all available networks, ATT, Verizon, and T-Mobile come up. If I select T-Mobile, which is the one that it usually automatically selects, it says "Registering on T-Mobile," blue circle goes around and around for several minutes, and then it stops and just shows me the list again. I tried ATT and Verizon as well, and the same thing happens.

When I choose the option to select network automatically, the blue circle spins around and nothing happens or it finally says "registered," but it's not because I can't send a text and it doesn't show any network when I check in settings. As I said, up until about a week or so ago, it just auto selected T-Mobile and the just worked.

This is the same problem I had about a year ago. Someone fixed it, and then all my texts and their texts came through all at once.

Re: Re: Can't get texts

Christopher_G — Fri, 22 Mar 2024 15:44:15 GMT

I think the last time this happened you spoke to our technical support team, @darlene. It may be worth getting back in touch with them to see if they can look at your account and see exactly what they did to fix it. Hopefully they can do the same.

Chris

Re: Re: Can't get texts

darlene — Fri, 22 Mar 2024 15:54:42 GMT

Is there a way to text the tech support team? They suggest I send a letter in their documentation! Do they have an text number or email address? Writing to the EE community was the way I got the help last time. I just thought they read through these notes! I can't really call EE as my phone is not working and using a US phone would be expensive! Thanks for your help.

Re: Re: Can't get texts

Christopher_G — Fri, 22 Mar 2024 16:08:09 GMT

Are you on contract or pay as you go, @darlene?

There is a live chat for pay monthly customers in the EE App, all of our other contact methods are on this contact us page.
Chris

Re: Re: Can't get texts

bristolian — Fri, 22 Mar 2024 16:18:20 GMT

Users in a similar situation can often contact CS by using +44 800 0798586 from a web-calling app such as Skype

Re: Re: Can't get texts

darlene — Fri, 22 Mar 2024 16:27:25 GMT

Thanks for your help. I can't get anything on my EE app. Everything I click on says either "Oops, something went wrong," or "Alert, Sorry, something's wrong. It's our fault. We're trying to fix it, etc.,,,,Thanks for trying to help. I may just have to call from a US phone.

Re: Re: Can't get texts

darlene — Sat, 23 Mar 2024 03:55:49 GMT

Thanks to Christopher_G and bristolian for your help. As it turned out I did call the tech support number and spent about an hour on the international call from US to UK. I finally spoke to someone in second level support, the third person I spoke with, and he said that it's not just my problem. It has been reported already and is a known issue with EE phones in the US. I'm not the only person reporting this problem, and it's not just a problem with pay as you go packages. They put in a ticket for me and said it could be a while before it's fixed, maybe a week or more. I really appreciate the quick responses to my inquiries for the community. You are a great group!

Re: Re: Can't get texts

Leanne_T — Sat, 23 Mar 2024 08:26:56 GMT

Thanks for coming back and updating us @darlene

I hope you are having an amazing time and this is sorted soon for you.

Leanne.

Re: Re: Can't get texts

darlene — Mon, 15 Apr 2024 20:24:29 GMT

Hi. Just to let you all know that my EE phone is still not working. I have been without the ability to make or receive phone calls or texts for about 6 weeks now. Second level text support has not fixed it yet. I spent $28 on a 50+ minute landline phone call on 23 March 2024. Does anyone know of a free international phone number to reach EE tech support from the US? Thanks for any help.

Re: Re: Can't get texts

bristolian — Mon, 15 Apr 2024 20:30:50 GMT

As per my post on 22nd March, previously in this thread...

Users in a similar situation can often contact CS by using +44 800 0798586 from a web-calling app such as Skype

Re: Re: Can't get texts

darlene — Tue, 16 Apr 2024 15:40:35 GMT

Thanks again.

Re: Re: Can't get texts

darlene — Thu, 18 Apr 2024 19:36:11 GMT

Thanks again. As it turns out, I didn't need to make a web app phone call, as of this morning the phone suddenly started to work again. Tech support must have read my note yesterday and fixed it finally! I appreciate everyone's help.

Re: Re: Can't get texts

darlene — Wed, 22 May 2024 16:38:49 GMT

Hi again. Yesterday I received the following text: Hi, as you haven't made a chargeable call/text or used data for six months, you will now lose any remaining credit (as per our terms and conditions). Your number will also be disconnected in the next three months and we'll text you beforehand to let you know. Please call us on 150 if you would like to discuss this.

This text comes after all the back and forth to get EE to fix the problem that made me unable to use my phone!! If you'll recall, I was unable to register on any US network for months! I called tech and after reaching second level support, they said I'm not the only one and it's a known issue. They finally fixed it, I topped up again on 22 March 2024, and have sent texts from the EE phone to US phones and UK phones. I've also received many texts from both countries.

Why would I get a text yesterday telling me they are taking my number away and confiscating my credit? I won't be back in the UK until September. Does anyone know what's going on?

Re: Re: Can't get texts

XRaySpeX — Thu, 23 May 2024 00:20:04 GMT

Sounds like your PAYG SIM has gone into hibernation.

When did you previously make a chargeable action? EE PAYG SIMs are deactivated after 6 months of non-chargeable use. You then have a further 3 months period of grace to call EE to reactivate it before it is lost completely.

You needed to make a chargeable action like making a chargeable call or text, topping up or buying a Pack or Add-on, not just using your mins, texts or data from your pack.

Re: Re: Can't get texts

darlene — Thu, 23 May 2024 01:52:12 GMT

Hi. Thanks. I sent a text yesterday, 21 May 2024, on 7 May 2024, 29 April 2024, 18 April 2024. I also topped up on 22 March 2024. I don't know what else to do. I'll probably have to call them. Last time my call from US on a landline cost me $20+ as it took 50 minutes to get an answer as to why I couldn't get a US provider when roaming. They said it was their problem and they would fix it. Remember, as my other notes say, I was in the US without EE service for several months until I get them to fix it. I might have to switch to another provider when I get back to the UK. Thanks for your help.

Re: Re: Can't get texts

darlene — Thu, 23 May 2024 16:32:05 GMT

OK. So I think I've got this resolved. I called the tech team and this is what they said. When in the US, it's not just about making a chargeable text or phone call. It's not just about topping up. It's also about hitting a UK cell tower within a sixth month period. Someone texting you from the UK doesn't register your number on a UK cell tower. The EE user has to call or send a text to a person with a UK phone number. That registers your EE phone on a UK cell tower. As for now, that's the answer according to the EE support team. Let's see how that works out going forward. Thanks to all who have helped out with this ongoing saga!

Re: Re: Can't get texts

bristolian — Thu, 23 May 2024 16:38:33 GMT

@darlene wrote:

The EE user has to call or send a text to a person with a UK phone number. That registers your EE phone on a UK cell tower. As for now, that's the answer according to the EE support team.

There is some confusion here. The only way you will register on a UK radio site is by being connected to that radio site - impossible to do from a foreign country thousands of miles away. You're using US networks whilst in the US.

It sounds like the agent is trying to explain "chargeable usage" within the hibernation policy, and confusing it with roaming abroad.

It's a very amusing attempt at explaining though!! Not sure I'd have kept a straight face being told that.