topic Re: I have abroad pass but suddenly it stopped in Mobile Services

I have abroad pass but suddenly it stopped

satkros — Sun, 28 Apr 2024 23:56:01 GMT

I travelled a lot to EU and this time the abroad pass worked for 2 days. Then suddenly it stopped 2 days ago and it shows a question marks on my connection.

I am in France now and it asked me to logged in to ORANGE F but when I clicked it, it asked me to put a higher spend cap. I raised it but it still doesn't work. I called the CS already and they already turn the roaming on again but I still couldn't connect to any provider. I literally put a more expensive one to have abroad pass , but now it doesn't work at all.

I tried everything, taking out sim, restarting, reinstall APN, manually network and still it doesn't work.

Re: I have abroad pass but suddenly it stopped

Christopher_G — Mon, 29 Apr 2024 07:37:49 GMT

Hi @satkros

Welcome to the community.

I'm sorry to hear that you're having some problems with your phone. I recommend getting back in touch with our Mobile Care team so that they can continue with the troubleshooting and hopefully help you get connected.

Chris

Re: I have abroad pass but suddenly it stopped

XRaySpeX — Mon, 29 Apr 2024 10:43:00 GMT

A spend cap doesn't apply to the Roam Abroad Pass.
You shouldn't need to mess about with the APN in order to roam. You should still be using the same APN as in UK.

Re: I have abroad pass but suddenly it stopped

bristolian — Mon, 29 Apr 2024 14:33:29 GMT

@satkros wrote:

I literally put a more expensive one to have abroad pass

You appear to be confusing the "ability to roam" (free, and enables network access) with the "cost of roaming" (choice of billing add-on). It's a very common mistake.

Altering billing add-ons has no bearing on whether you can roam in the first place. If you have a mobile network connection abroad, your roaming facility is working.

Re: I have abroad pass but suddenly it stopped

satkros — Mon, 29 Apr 2024 23:24:04 GMT

In the end, EE admitted their error in their system, I did all the best thing they would recommend, including the SPEND CAP (eventhough it wouldnt be taken) and APN new installation. But the error was on their system, after more or less 30 minutes talking with the CS, they finally resolved it via online from UK for EE number in France.

So there is a solution, just need to push the operator really hard. Again, not the best service I would expected to have, I expected that I dont have to call service centre for something that I paid to make it work properly.