topic Re: 30mins anywhere in Mobile Services

30mins anywhere

Carl2010 — Fri, 05 Jul 2024 11:34:34 GMT

Needed to make an emergency call from Turkey purchased the 30min anywhere package to do this. Turkey is on the list of countries but I could not make any calls went through settings tried changing them still nothing. How do you get your money back

Re: 30mins anywhere

Katie_B — Fri, 05 Jul 2024 11:38:13 GMT

Hi @Carl2010.

Welcome to the community.

Although you have purchased an add-on you will need to have roaming activated on your EE account.

Did you text ROAMING to 150 before travelling abroad?

Katie

Re: 30mins anywhere

Carl2010 — Fri, 05 Jul 2024 11:44:15 GMT

Never new I had to do that only needed to make 1 emergency call. Had to borrow someones phone in the end. So you have to text to set up 30mins of calls not just a simple add-on

Re: 30mins anywhere

Katie_B — Fri, 05 Jul 2024 11:50:22 GMT

To use your phone outside the UK you will need to have roaming active @Carl2010.

Our customer care team can activate this for you if you have already left the UK.

Katie

Re: 30mins anywhere

Carl2010 — Fri, 05 Jul 2024 12:22:02 GMT

Am in Turkey already, if I did not activate roaming am I still going to get charge for a service I could not use, have cancelled the package already without using it

Thanks for your fast reply

Re: 30mins anywhere

Katie_B — Fri, 05 Jul 2024 12:25:23 GMT

I'd recommend speaking with our customer care team as the charge will be applied to your account @Carl2010.

The team can be contacted via Live Chat that is in the EE app under Help.

Katie

Re: 30mins anywhere

bristolian — Fri, 05 Jul 2024 16:36:53 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.

On PAYG, this is auto-enabled once your phone is used in the UK first.
On pay-monthly, this needs to be enabled manually - usually by texting ROAMING to 150 before leaving the UK. Did you do this?

If you are on pay-monthly and now find yourself abroad without having enabled roaming, 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 9566000 using a web-calling app such as Skype over WiFi.