topic Re: Replacement handset abroad in Mobile Services

Replacement handset abroad

JBailey121 — Sat, 20 Apr 2024 08:24:24 GMT

This is not an urgent request. I'm planning for something that I hope doesn't happen.

I spend six months a year abroad (mainly in the EU and particularly Spain). I have an unlimited roaming contract, so the service on my +44 number is good.

However, I need my phone 24/7 and I am worried about what would happen if it was lost or stolen. EE do not have shops outside of the UK, so I can't walk into a branch (like you can with Vodafone in Spain) and explain I need a replacement handset and my SIM transferring.

My question to EE is 'what process or services do you offer to ensure communications/business continuity if a phone is lost abroad' .

Thanks in advance,

Re: Replacement handset abroad

bristolian — Sat, 20 Apr 2024 09:18:42 GMT

Replacement SIMs and insurance-replacement phones, are supplied to the UK-registered billing address.

The account holder would need to make arrangements for any equipment to be shipped abroad at their expense & risk.

If 24/7/365 guaranteed connectivity is vital, you could carry a spare phone to at least allow for faults with the primary device.

Re: Replacement handset abroad

Chris_B — Sat, 20 Apr 2024 09:58:04 GMT

@JBailey121 Even with Vodaphone UK you can not go to vodaphone Spain and get your number on a sim from them. It’s two separate companies they just share the name.

Re: Replacement handset abroad

bristolian — Sat, 20 Apr 2024 10:10:00 GMT

@Chris_B wrote:

@JBailey121 Even with Vodaphone UK you can not go to vodaphone Spain...

Which is Vodafone not Vodaphone 😁

VF must have one of the most commonly mis-spelled names in the world!! A couple of friends used to be ex-pats in Spain and they did mention VF-SP having some reciprocal benefits with VF-UK so this isn't impossible - but I have no idea if this is current.

Re: Replacement handset abroad

JBailey121 — Mon, 22 Apr 2024 04:48:02 GMT

Thanks to those who replied.

It’s a pity EE can’t reply directly. I asked this question to their customer service and in a U.K. shop and they told me to ask the community. The lack of direct customer service is probably my main disappointment with EE

Re: Replacement handset abroad

Leanne_T — Mon, 22 Apr 2024 06:36:48 GMT

Hi @JBailey121

Thanks for coming to the community.

I am sorry to hear this, I can see @bristolian has provided information for you.

If you need any further help please let us know.

Leanne.