topic Re: Roaming in Canada SOS in Mobile Services

Roaming in Canada SOS

worrabkram — Tue, 30 Apr 2024 09:18:16 GMT

Hi I arrived in Canada yesterday but can't seem to use my roaming the phone just displays SOS

I've got a roam abroad pass which should cover Canada and the US. This was working fine for me last week in Europe!

I can't contact EE as my phone won't let me make any external calls.

Re: Roaming in Canada SOS

Schockwave — Tue, 30 Apr 2024 10:52:05 GMT

Hello @worrabkram ,

Welcome to the community,

Have you tried rebooting your phone and have you done a manual search to see if you can get a signal which would work?

As you were in Europe, you obviously have roaming activated on your account, so should be able to use your phone.

If you look at my signature and have something like Skype, and are still having problems, you should be able to call customer service on the free number.

Re: Roaming in Canada SOS

bristolian — Tue, 30 Apr 2024 10:53:04 GMT

Regardless of any billing add-on, your ability to get coverage abroad (which calls, texts & mobile data rely on) is dependent on roaming being activated - which allows your phone to connect to foreign networks.

Pay-monthly allows you to have EU-specific roaming permissions and global ones. It sounds like you have only EU-roaming enabled if your phone has worked there previously.

If you are on pay-monthly and now find yourself abroad with incorrect roaming permissions, your only recourse will be to contact CS to request it activated. You can either contact +44 7953 966150 from another working phone, or +44 800 0798586 using a web-calling app such as Skype over WiFi.

Re: Roaming in Canada SOS

XRaySpeX — Tue, 30 Apr 2024 11:24:32 GMT

Having a roaming billing add-on doesn't of itself activate roaming on your a/c.

@worrabkram wrote:

This was working fine for me last week in Europe!

You may very well had roaming activated in the EU but not globally. Did you activate roaming on your EE a/c before you left UK by texting ROAMING to 150? If not, 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: Roaming in Canada SOS

worrabkram — Wed, 01 May 2024 12:23:44 GMT

Thanks both for the replies.

I ended up having to call in to get EE to sort this out. Roaming was enabled but only for EU, despite my pack covering US+Canada.

All sorted now

Re: Roaming in Canada SOS

XRaySpeX — Wed, 01 May 2024 12:25:15 GMT

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

Re: Roaming in Canada SOS

telboy99 — Wed, 08 May 2024 19:13:48 GMT

Yes I have had the same problem since arriving here 4 days ago, despite setting everything up in the UK. A long online chat today via hotel WiFi and it is now resolved. I hope EE bother to read these pages as it seems a common issue that they need to sort.It has caused a lot of hassle and wasted time. I left THREE because of their appalling customer service issues and had hoped better from EE.

Re: Roaming in Canada SOS

bristolian — Thu, 09 May 2024 07:01:05 GMT

@telboy99 wrote:

Yes I have had the same problem ....A long online chat today via hotel WiFi and it is now resolved

What was the issue that EE resolved for you?

Enabling global roaming &/or spend cap issues are both avoidable and resolvable via self-serve means.

Re: Roaming in Canada SOS

worrabkram — Thu, 09 May 2024 08:22:46 GMT

I don't agree with this. I spoke to EE prior to my European trip and was advised my phone was enabled for global roaming. Worked fine in Europe but not when I got to Canada.

It took me about 4 hours to sort this out whilst in Canada. Really not helped by the fact that the chat feature is not available from abroad!

Re: Roaming in Canada SOS

bristolian — Thu, 09 May 2024 08:50:56 GMT

@worrabkram wrote:

I don't agree with this. I spoke to EE prior to my European trip and was advised my phone was enabled for global roaming. Worked fine in Europe but not when I got to Canada.

What don't you agree with?

If an EE CS agent advised you that global roaming was enabled, you're entitled to accept that it is. Sounds like your issue was very specific and this may not apply to other users.

Contacting CS is always the route to resolving account-specific issues - travelling abroad without enabling roaming creates a catch-22 situation.