topic Re: Re: Unable to connect to network abroad despite Roam Abroad Pass in Mobile Services

Re: Unable to connect to network abroad despite Roam Abroad Pass

Mattcork — Sat, 27 Jul 2024 01:58:56 GMT

Same problem, pay monthly phones, activated Roam Abroad prior to leaving the UK and received confirmation texts. Arrived in Canada - no 4g, no mobile network. Unable to contact/make calls on WiFi calling in order to resolve this. What's the issue please? Already tried restarting the phones, on and off airplane mode, manually selecting local networks, nothing.

Re: Re: Unable to connect to network abroad despite Roam Abroad Pass

Leanne_T — Sat, 27 Jul 2024 08:23:29 GMT

Hi there @Mattcork

Welcome to the community.

I am sorry to hear you have no service in Canada.

Did you text ROAMING to 150 at the same time as the Roam Abroad Pass to activate roaming on your account?

Speak soon.

Leanne.

Re: Re: Unable to connect to network abroad despite Roam Abroad Pass

bristolian — Sat, 27 Jul 2024 08:39:44 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.

Re: Re: Unable to connect to network abroad despite Roam Abroad Pass

Mattcork — Sat, 27 Jul 2024 12:11:41 GMT

I activated Roam Abroad via the EE app for two numbers on my contract (mine and my wife's phone), this is confirmed by checking the add-ons, they are both active. No network registered, no 4g. Unable too manually select a network. Not able to call any customer service via WiFi calling...

Re: Re: Unable to connect to network abroad despite Roam Abroad Pass

Mattcork — Sat, 27 Jul 2024 12:13:59 GMT

Yep, activated it before leaving. Unable to call any CS via any method. Any more suggestions?

Re: Re: Unable to connect to network abroad despite Roam Abroad Pass

bristolian — Sat, 27 Jul 2024 12:20:42 GMT

@Mattcork wrote:

I activated Roam Abroad via the EE app for two numbers on my contract (mine and my wife's phone), this is confirmed by checking the add-ons, they are both active. No network registered, no 4g. Unable too manually select a network. Not able to call any customer service via WiFi calling...

Read my post above. You're referring to billing add-ons, which reduce the cost of roaming.

They do not, of themselves, activate the free roaming facility which enables access to foreign networks. If you are certain this has been done, then manually cycling through each available local network should eventually obtain coverage.

Otherwise, refer to paragraph 3 of my previous post.

Re: Re: Unable to connect to network abroad despite Roam Abroad Pass

Mattcork — Sat, 27 Jul 2024 19:04:07 GMT

Please stop repeatedly posting this as a solution. It does not address the issues that individual users are having.

If you have a specific answer to the above technical issue ("It gets me on for 10 secondes and I get kicked out no matter which network I select. I get “sos” display on the status bar almost immediately."), brilliant. Otherwise, the advice you are giving is generic and unhelpful.

Was there ever a solution to this as CS didn't know...

Thank you.

Re: Re: Unable to connect to network abroad despite Roam Abroad Pass

bristolian — Sat, 27 Jul 2024 19:21:53 GMT

By the same token, it's much better to keep all your queries on one subject to your own thread and not cross-post to others - your latest post has been moved to your existing thread. I make no apology for posting what is valid advice.

As a regular contributor to this forum, very many of the queries can be answered by an "FAQ" or generic advice as you term it - and variations on "I've gone abroad without roaming" is one such scenario.

If you have specific issues after CS have assured you that roaming is enabled on your SIM, you should pursue those through CS with a view to a single-user fault being raised if necessary.

Re: Re: Unable to connect to network abroad despite Roam Abroad Pass

XRaySpeX — Sun, 28 Jul 2024 01:35:31 GMT

You never texted ROAMING to 150 before leaving UK! Texting ROAMING PASS to 150 to get the Roam Abroad Pass is not the same thing as has been explained to you.

Re: Re: Unable to connect to network abroad despite Roam Abroad Pass

Mattcork — Sun, 28 Jul 2024 04:23:43 GMT

Nope, still not quite there, but thank you so much for the time and effort.

and variations on "I've gone abroad without roaming" is one such scenario.

As stated in my original query, I activated this prior to leaving and it was confirmed on the app and by text. My purpose of 'cross posting' was to find out if that poster had found a successful solution, so I'll return to that post and repeat my request.

Re: Re: Unable to connect to network abroad despite Roam Abroad Pass

Mattcork — Sun, 28 Jul 2024 04:24:47 GMT

As stated in the original post, I activated this prior to leaving the UK.

Re: Re: Unable to connect to network abroad despite Roam Abroad Pass

XRaySpeX — Sun, 28 Jul 2024 06:39:12 GMT

No, you definitely said "activated Roam Abroad prior to leaving the UK". As we repeated are telling you that is not the same as activating your roaming ability.

Re: Re: Unable to connect to network abroad despite Roam Abroad Pass

bristolian — Sun, 28 Jul 2024 08:00:25 GMT

@Mattcork wrote:

As stated in my original query, I activated this prior to leaving and it was confirmed on the app and by text.

There is no facility on the myEE app to activate roaming, there used to be and it would resolve a lot of queries if there was!

Perhaps post a screenshot of the texts you exchanged with 150, for clarity and to aid other posters.

Re: Re: Unable to connect to network abroad despite Roam Abroad Pass

Chris_B — Sun, 28 Jul 2024 08:08:27 GMT

@Mattcork If you enabled anything via the app it was an add on. To enable roaming on your account you text ROAMING to 150 or you call customer services to request roaming to be enabled on your account. There is no setting/option/toggle that enables roaming on your EE account via your online account/EE app there are only add on purchases that keep costs down.

So did you text ROAMING to 150 or call customer services to request roaming to be enabled on your account before you left the UK ?