topic Re: Activated Sim not working abroad in Mobile Services

Activated Sim not working abroad

Beckie21 — Wed, 01 May 2024 18:55:48 GMT

My daughter is in spain and her eSIM has not been working since February. I was advised to get an activated sim, which I did from the Ee shop and sent it to her. She has put it in phone and still not working.. Have been given conflicting advice of that it had to be activated in the UK before I sent it and also that I didn’t need to do that. 150 are saying it is showing as activated but she has nothing. Getting very frustrating as I am paying for a contract that hasn’t worked since February.

Re: Activated Sim not working abroad

Chris_B — Wed, 01 May 2024 19:22:47 GMT

@Beckie21 The sim has to be activated and at least a call/text made from that sim in the UK. You can not activate a sim on a roaming network. You say she used the eSim so from that I take it she’s a contract customer. Roaming is for short stays abroad no longer than 2 months in any 4 months period. Was roaming enabled on the account before your daughter left the UK ? This is done by texting ROAM to 150 before leaving the UK. If this was done has or was a roaming pass purchased ? This is £25 per month or is your daughter paying the daily charge of £2.47 to use her allowances ? Has a spend cap been put on the account? If there is a spend cap this can stop the daily charge if it reaches that spend cap.

Re: Activated Sim not working abroad

bristolian — Wed, 01 May 2024 20:02:01 GMT

@Beckie21 wrote:

My daughter is in spain and her eSIM has not been working since February....She has put it in phone and still not working..

Has your daughter's phone ever had coverage of a foreign network? Being an eSIM, I presume it was used on EE's UK network between being registered in February and her travelling abroad - by virtue of the phone being switched on?

If yes to the above points, has she used it on a foreign network in the intervening time?

Clarification on these points will provide the basis for a timeline here, which will then guide towards diagnosis of the issue.

Re: Activated Sim not working abroad

Beckie21 — Thu, 02 May 2024 10:33:06 GMT

Yes she had used it both it the uk and abroad for several months up until feb. She was in the Uk traveling back to Spain and it just stopped when she landed and switched off airplane mode. Never worked since

Re: Activated Sim not working abroad

Beckie21 — Thu, 02 May 2024 10:36:34 GMT

hello, yes she has a contract package that includes abroad usage. And she text roaming. And we have looked at the spend cap.
Do you still have to call/ text in Uk even if the EE shop gave me an activated SIM.?
many thanks.

Re: Activated Sim not working abroad

bristolian — Thu, 02 May 2024 12:15:25 GMT

@Beckie21 wrote:

Yes she had used it both it the uk and abroad for several months up until feb

That demonstrates roaming was active, unless your daughter specifically requested it removed - it should still be active.

Assuming your daughter has tried connecting to every local network manually, the next step would be to eliminate an account-specific issue by contacting CS from another phone. 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: Activated Sim not working abroad

Siena — Mon, 05 Aug 2024 11:01:25 GMT

Here are some common reasons for activated Sim not working issue in abroad:-

International Roaming Not Activated:- Ensure you've activated an international roaming pack with your carrier.
Network Selection:- Your phone might not be automatically selecting the correct network. Try manually selecting a network.
SIM Card Issue:- In rare cases, the SIM card might be damaged or not compatible with the foreign network.
Phone Settings:- Incorrect network settings can interfere with connectivity.
Carrier Restrictions:- Some carriers have specific restrictions or limitations for international roaming.

Re: Activated Sim not working abroad

XRaySpeX — Tue, 06 Aug 2024 23:40:27 GMT

@Siena :

1. An "international roaming pack", whatever that is, doesn't activate International Roaming. Roaming is activated by:

On contract: By texting ROAMING to 150 before you leave UK.
On PAYG: By having used your SIM for making a call or text in UK.

Then you can buy a roaming billing add-on to help pay for the charges whilst roaming.