topic Re: I have been accidentally disconnected after upgrading to roaming in Mobile Services

I have been accidentally disconnected after upgrading to roaming

EdwardNotHappy — Thu, 14 Aug 2025 10:13:36 GMT

I have just called to upgrade my plan to include roaming.

I have now been disconnected completely and cannot use my phone to make any calls which is affecting my business and ability to make a living today.

I cannot get hold of EE or speak to anyone to rectify this.

This is the text I received just before I found out I can’t call anyone, use my data etc. I am currently having to stay home to use WiFi to try and communicate with EE but having no luck.

Unfortunately I work outside and now can’t go anywhere until this is resolved.

Below is the text I received and is not good enough. EE please resolve and contact me immediately!

“hi sorry the call cut off, ur plane will take place tomorrow unfortunately u will not able to make calls and my manager has add 20 to ur account for that sorry“

Re: I have been accidentally disconnected after upgrading to roaming

bristolian — Thu, 14 Aug 2025 10:45:13 GMT

Do you have a screenshot of that message, to show it was sent from "EE" or one of their outbound numbers?

Ultimately this is a public internet forum with no access to your individual account to advise further. You need to be discussing your specific account with CS. They are on 07953 966150 from any working phone - it need not be an EE one, or a mobile.

Re: I have been accidentally disconnected after upgrading to roaming

EdwardNotHappy — Thu, 14 Aug 2025 10:57:25 GMT

I do have a screen shot and it was texted to me by “EE” text. Unfortunately I have no access to any phone at the moment as mine is not working because they have cut me off. I can’t seem to find a link to chat to EE via email, live chat or a WiFi call as I cannot make calls or seem to find a way of communicating with Customer Services at the moment. Any ideas?

Re: I have been accidentally disconnected after upgrading to roaming

EdwardNotHappy — Thu, 14 Aug 2025 10:58:41 GMT

Re: I have been accidentally disconnected after upgrading to roaming

Schockwave — Thu, 14 Aug 2025 11:06:11 GMT

@EdwardNotHappy , is your phone now working? You would otherwise have to call EE using another phone or a web based app to speak to them, or go to an EE high street store with photo ID to get this rectified.

Have you tried rebooting your phone? Have you gone into settings to do a manual search of network?

Re: I have been accidentally disconnected after upgrading to roaming

bristolian — Thu, 14 Aug 2025 11:06:33 GMT

@EdwardNotHappy wrote:
I can’t seem to find a link to chat to EE via email, live chat or a WiFi call as I cannot make calls or seem to find a way of communicating with Customer Services at the moment. Any ideas?

As my previous post mentioned, you can contact EE-CS from any working phone.

That may mean borrowing a phone from a friend or relative.

Re: I have been accidentally disconnected after upgrading to roaming

XRaySpeX — Thu, 14 Aug 2025 11:08:23 GMT

Not thrilled by the atrocious spelling. It must be a scam.

Re: I have been accidentally disconnected after upgrading to roaming

EdwardNotHappy — Thu, 14 Aug 2025 11:27:31 GMT

Unfortunately I’m in the middle of nowhere and not close to shops and no access to another phone. I’m hoping they will automatically sort it by tomorrow but very annoyed

Re: I have been accidentally disconnected after upgrading to roaming

EdwardNotHappy — Thu, 14 Aug 2025 11:30:18 GMT

Unfortunately I think that is the standard of education kids have today. EE must employ them and hence why I was cut off unnecessarily when all I did was add roaming to my phone.

Re: I have been accidentally disconnected after upgrading to roaming

Matt_124 — Thu, 14 Aug 2025 11:31:50 GMT

EE Guides can type custom messages and send them through to the customer via the no-reply number while accessing their account (although not a professional way of communicating and likely frowned upon by management or policy as it reflects a message from EE as a whole), so I would not assume a scam in this case as it is not asking the customer to take any action.

Spelling is horrendous though, and they should not have done it in this way.

Re: I have been accidentally disconnected after upgrading to roaming

XRaySpeX — Thu, 14 Aug 2025 11:33:03 GMT

@Matt_124 : Point taken. Very unprofessional!

Re: I have been accidentally disconnected after upgrading to roaming

Schockwave — Thu, 14 Aug 2025 11:33:28 GMT

@EdwardNotHappy , please keep us updated, hope you get it sorted. Not sure why they would have cut you off, not usual to do so.

Re: I have been accidentally disconnected after upgrading to roaming

Peter_W — Thu, 14 Aug 2025 12:59:20 GMT

Good afternoon @EdwardNotHappy.

Welcome to the EE Community.

It's definitely possible for our Guides to send a message via your account, like @Matt_124 mentioned.

It's not immediately obvious to me how a change to your roaming settings can have left you without service, though.

Have you always been on a contract and opted to change your plan / apply an add-on, or were you on pay as you go and we're moving you across?

Peter