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

Unable to connect to network abroad despite Roam Abroad Pass

MikeH20 — Sat, 28 May 2022 13:19:31 GMT

I purchased a Roam Abroad Pass before going to Canada but my phone will not connect to a network. This is all very frustrating because I am paying for the Pass but unable to use it.

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

Richieb62 — Sat, 28 May 2022 14:19:14 GMT

Me too. Also ensured roaming was in place, also in Canada, no mobile connection.

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

MikeH20 — Sat, 28 May 2022 14:25:34 GMT

Thanks for replying. Have you managed to contact ee about this? I filled in a complaint form online to ee but no news as yet…

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

Richieb62 — Sat, 28 May 2022 14:32:31 GMT

Just solved, select network manually!

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

MikeH20 — Sat, 28 May 2022 14:37:12 GMT

Tried that several times-unfortunately it doesn’t work for me, still no signal.

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

bristolian — Sat, 28 May 2022 15:19:28 GMT

Adding a billing add-on doesn't, of itself, enable the roaming facility which allows your phone to connect to foreign networks.

You can check whether this is enabled, and if necessary activate it, by logging into your myEE online account or app, and following Parental & Data Controls.

Make sure that "international roaming" & "Call abroad & premium rate" are both active. If there's any issues with doing so, you will need to call EE C/S on either +44 7963 966250 from another working phone, or +44 8000798586 from a web-calling app such as Skype.

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

MikeH20 — Sun, 29 May 2022 23:33:34 GMT

After filling in 2 complaint forms to ee still no answer. This problem is obviously low priority for them…

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

Katie_B — Mon, 30 May 2022 06:05:22 GMT

Good Morning @MikeH20.

Welcome to the EE Community.

I am sorry to hear you are still waiting for a response, our complaints team will be in touch as soon as possible.

In the mean time I would love to see if I can help.

Do you have both Roaming and Calling Abroad active within your My EE account?

Katie 🙂

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

MikeH20 — Mon, 30 May 2022 15:06:12 GMT

Hello Katie,
I have tried to activate this from my phone but it says there is a problem
and it remains blocked.

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

Hammy4 — Mon, 30 May 2022 15:11:08 GMT

I am overseas and haven't paid for roaming but calls go straight into voice mail. I receive a notification but still can hear the voicemail...

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

Katie_B — Mon, 30 May 2022 15:45:40 GMT

Thanks for getting back to me @MikeH20.

Have you been able to speak with our customer service team using live chat via your My EE account?

Are you aware of anyone else experiencing this who you may be with?

Katie 🙂

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

XRaySpeX — Mon, 30 May 2022 15:58:39 GMT

If you can't enable the Roaming Abroad and the Call Abroad & Premium Rate settings of your online MyEE, you will need to call CS. Try calling CS on the Freephone no. in my sig. over Skype. It should be free.

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

MikeH20 — Tue, 31 May 2022 15:57:26 GMT

Diane from ee rang my wife’s phone and kindly sorted out the problem for us. She is also refunding the cost of the month’s roam abroad pass, which we are happy about.

Thank you everyone for your help and suggestions.

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

Katie_B — Tue, 31 May 2022 16:09:52 GMT

That's great to hear @MikeH20.

Thanks for letting us know.

Katie 🙂

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

XRaySpeX — Tue, 31 May 2022 16:13:46 GMT

Thanks! You're welcome 🙂 ! Glad I could be of assistance & it is now sorted.