topic Re: Roaming Not working in Mobile Services

Roaming Not working

Waggy60 — Thu, 07 Apr 2022 07:49:37 GMT

Hi: I’ve got roaming as a free add on with my contract but it’s not working in Spain. My spend limit cap is set at zero. Any help?

Re: Roaming Not working

Leanne_T — Thu, 07 Apr 2022 08:09:59 GMT

Hi there @Waggy60

Thanks for coming to the community.

Could you check your roaming status by logging into your My EE account online go to Menu > Account Settings > Parental and Data Controls > Enable Roaming and Make calls abroad from the UK > Do they both show as ticked?

Thanks.

Leanne.

Re: Roaming Not working

Waggy60 — Thu, 07 Apr 2022 08:57:45 GMT

Hi: the settings you referred to are set as blocked and it won’t allow me to unblock them. It says unable to make the change. My wife has the same issue and hers are set as ticked and she can’t use it either.

Re: Roaming Not working

Leanne_T — Thu, 07 Apr 2022 09:05:18 GMT

Hi @Waggy60

Thanks for trying.

If your wife's settings are showing as set up for roaming, can she try restarting the phone to see if this helps?

If your settings are blocked and you are unable to activate these, we would need to get this looked into for you. Please give us a call from another phone on +44 7953966250 and the team will help you further.

Leanne.

Re: Roaming Not working

Waggy60 — Thu, 07 Apr 2022 09:14:10 GMT

Sorry but that’s not helped.

Re: Roaming Not working

Leanne_T — Thu, 07 Apr 2022 09:23:11 GMT

If the restart has not worked @Waggy60

Can you try manually selecting a network in your wife's phone settings?

Leanne.

Re: Roaming Not working

Northerner — Thu, 07 Apr 2022 11:31:30 GMT

Hi @Waggy60

You need to activate roaming and international calls. The add-on alone won't work I'd these settings are not active. If you cannot activate then you need to speak to EE CS as you may need to make a refundable deposit before you can use the service.

You can call EE free in Skype. To phone EE: Dial Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & Home Phone.

Thanks

Re: Roaming Not working

Waggy60 — Sat, 09 Apr 2022 06:41:00 GMT

Hi: Thanks everyone it’s now sorted. We did everything you all said with our account settings etc. I had to contact EE technical as both mine and my wife’s phone contracts had not been set up on the network for roaming, even though everything we could access on the app suggested it was. Something to do with Brexit and having new contracts I was told. Customer services solved the problem. When I return to the U.K. I will need to get back in touch as despite having an EU roaming add on as part of our package we are being charged for it. Although I’m sure we will get it resolved I really shouldn’t have to be doing all of this. I can imagine some people don’t check their bills and potentially incur costs they shouldn’t. Also I’m not sure how we would have resolved the issue of no access to roaming if we didn’t have the use of other services and our friends phone.

Re: Roaming Not working

Leanne_T — Sat, 09 Apr 2022 06:48:55 GMT

Hi @Waggy60

Thanks for coming back and letting us know, glad this is now up and running for you both.

Have a lovely time.

Leanne 🙂

Re: Roaming Not working

SGG7 — Mon, 11 Apr 2022 13:46:10 GMT

Same thing happening with me and I have paid for roaming in Spain

Re: Roaming Not working

SGG7 — Mon, 11 Apr 2022 13:47:01 GMT

Where in the app can I get into the spend limit cap to ensure it is not on?

Re: Roaming Not working

James_B — Mon, 11 Apr 2022 14:06:46 GMT

Hi @SGG7,

Welcome to the EE Community. 🙂

Please see How do I set up and manage Spend Cap?

Hope this helps.

James

Re: Roaming Not working

ZEROSERVICE — Fri, 04 Nov 2022 17:12:34 GMT

Shocking account management and service for roaming from EE. Non-intuitive and a denial of service construct. Why can't they do the job they are handsomely paid for?