topic Re: EU Roaming no data service in Mobile Services

EU Roaming no data service

bm2609 — Mon, 03 Jun 2024 14:56:36 GMT

I am in Spain I have roaming enabled confirmed by EE Guide today, we checked all phone settings are as they should be. I have done phone reset airplane mode toggle, network selection yet still no data. I have voice and sms. I have a £30 spend cap this is my first day in Spain. iPhone 11

Any ideas or suggestions

Re: EU Roaming no data service

bristolian — Mon, 03 Jun 2024 15:03:41 GMT

@bm2609 wrote:

I am in Spain I have roaming enabled confirmed by EE Guide today, we checked all phone settings are as they should be

What specific settings have you checked?

Does your phone display coverage of a local network? If yes, can you make & receive voice calls? Can you send & receive text messages?

Re: EU Roaming no data service

bm2609 — Mon, 03 Jun 2024 15:16:42 GMT

Roaming on, network selection automatic, WiFi calling off. Phone displays Orange 4G, Yes as I mentioned calls and texts are working. Thanks

Re: EU Roaming no data service

bristolian — Mon, 03 Jun 2024 15:45:12 GMT

There is no phone setting for "roaming on", this is an account-level option - but I suspect you're referring to "data roaming".

Within the EU, mobile data is covered by your daily/monthly charge - what happens when you try using mobile data? And are the symptoms identical across all available local networks?

Re: EU Roaming no data service

bm2609 — Mon, 03 Jun 2024 15:50:13 GMT

I’m referring to “mobile services” > “mobile data options” > “roaming on “

when trying to use data eg WhatsApp sending a photoI just get the whirring wheel and nothing happens

same with internet nothing loads

Re: EU Roaming no data service

bm2609 — Mon, 03 Jun 2024 15:52:46 GMT

Note was walked through the settings by an EE Guide who confirmed all was as should be and everything on the account at EE was showing Roaming active, and plenty of spend cap

Re: EU Roaming no data service

bristolian — Mon, 03 Jun 2024 16:17:30 GMT

Have you tried connecting to every available local network in-turn, and are the symptoms identical?

Re: EU Roaming no data service

bm2609 — Mon, 03 Jun 2024 16:24:45 GMT

I’m on the same network as my friend who has no problem they are also on EE

Re: EU Roaming no data service

Leanne_T — Mon, 03 Jun 2024 17:05:28 GMT

Hi @bm2609

Thanks for coming here.

Have you tried manually connecting to a different network to see if this works for you?

Leanne.

Re: EU Roaming no data service

bm2609 — Mon, 03 Jun 2024 17:11:21 GMT

Yes, plus as I mentioned the default is the same as my friend who is with me and they are fully connected and also an EE user

Re: EU Roaming no data service

Leanne_T — Mon, 03 Jun 2024 17:13:12 GMT

Thanks @bm2609

Are you able to try your SIM card in their phone to see if you can access data?

Leanne.

Re: EU Roaming no data service

bm2609 — Mon, 03 Jun 2024 17:23:30 GMT

Thanks for trying to help, not sure if we want to do that as don’t want risk that whilst on holiday. Will think about it

Re: EU Roaming no data service

Leanne_T — Mon, 03 Jun 2024 17:25:16 GMT

No problem, I understand @bm2609

You can also call us again and let the team know all the steps you have tried have not resolved this for you and see if they can run further troubleshooting with you 🙂

Leanne.

Re: EU Roaming no data service

bm2609 — Mon, 03 Jun 2024 17:30:59 GMT

Thanks, actually i have an open ticket with a text link for this case - I have an open action to update to the latest iOS which I’ll do overnight whilst on WiFi to see if that changes anything

Re: EU Roaming no data service

bm2609 — Wed, 05 Jun 2024 08:08:40 GMT

Arranged a call back for the open ticket and it is now resolved (day 3) The guide from the technical team “tweaked “ something at the back end which opened up roaming. Not sure what and why will investigate further when i get back to UK