topic Re: No signal in the USA in Mobile Services

No signal in the USA

Marionne — Sun, 05 Dec 2021 01:46:58 GMT

I am in the USA & have purchased a “roam like home bundle” but I have no signal.

I cannot phone - send or receive texts or data. My phone is useless unless on Wi Fi.

Re: No signal in the USA

XRaySpeX — Sun, 05 Dec 2021 03:32:24 GMT

@Marionne : Did you activate roaming on your EE a/c before you left UK by texting ROAMING to 150? Having a roaming add-on doesn't of itself activate roaming on your a/c.

Often just rebooting the phone is the simple remedy. Otherwise try logging into your MyEE account online & go to Menu > Account Settings > Control Content > Roaming Abroad and also Call Abroad and Premium Rate. They will show as ticked if roaming and calling abroad is activated. If they are not ticked, can you activate these settings?

If not already enabled, you need to call CS to enable the Roaming Abroad and Call Abroad and Premium Rate settings of your MyEE.

Re: No signal in the USA

Marionne — Sun, 05 Dec 2021 03:49:42 GMT

I have been into my account & Roaming is blocked (which is very strange as I have used the phone in Cyprus twice this year.

Before leaving the U.K. I asked the EE agent & he said Roaming was activated.

I have tried to unblock it but it will not let me.

Re: No signal in the USA

Marionne — Sun, 05 Dec 2021 04:03:37 GMT

I have been into my account & Roaming is blocked ( which is strange as I have used it in Cyprus twice this year.) but it will not let me unblock it.

Before leaving the U.K. I checked with the EE agent & he said Roaming was activated.

Re: No signal in the USA

James_B — Sun, 05 Dec 2021 08:19:07 GMT

Hi @Marionne,

Welcome to the EE Community. 🙂

What happens when you try to activate roaming in My EE?

James

Re: No signal in the USA

EEANDY — Sun, 05 Dec 2021 08:27:35 GMT

I have the exact same problem. I have all the text messages saying that roaming was active. But I can't use it and it says roaming is blocked in my account.

Re: No signal in the USA

James_B — Sun, 05 Dec 2021 08:33:57 GMT

Hi @EEANDY,

Welcome to the EE Community. 🙂

When did you activate roaming? Account changes can take up to 24 hours to take affect.

James

Re: No signal in the USA

Marionne — Sun, 05 Dec 2021 12:05:36 GMT

It will not let me change it & I have tried many times.

I have no other phone here to phone up the help number. No text messages can be sent at all. So it is impossible to contact EE.

I have tried emailing a complaint but nobody has come back to me apart from an email to say they have received my email.

Re: No signal in the USA

James_B — Sun, 05 Dec 2021 12:14:23 GMT

Hi @Marionne,

Do you see a particular error message when trying to activate roaming in My EE?

Are you a new EE customer?

James

Re: No signal in the USA

Marionne — Sun, 05 Dec 2021 12:28:41 GMT

Message reads - Sorry but we haven’t been able to set up your changes

Re: No signal in the USA

Marionne — Sun, 05 Dec 2021 12:30:27 GMT

Message reads - Sorry but we haven’t been able to set up your changes.

I have been with EE for many years (since Orange) & traveled around the world with no problems.

Re: No signal in the USA

James_B — Sun, 05 Dec 2021 12:36:38 GMT

Hi @Marionne,

Please get in touch with Customer Care so the team can take a quick look at your account.

They'll be happy to help.

James

Re: No signal in the USA

Marionne — Sun, 05 Dec 2021 12:39:45 GMT

How do I get in contact with customer care please I have been trying & trying since Thursday.

If I can’t phone & texts won’t send?

Re: No signal in the USA

James_B — Sun, 05 Dec 2021 12:48:17 GMT

Hi @Marionne,

You can call Customer Care using the contact numbers provided at ee.co.uk/contact-ee or connect with our live chat team by logging in to My EE. You should see an invitation to chat pop up when an agent is available.

Hope this helps.

James

Re: No signal in the USA

Marionne — Sun, 05 Dec 2021 13:02:18 GMT

Where does the chat pop up - I have been looking & looking but can’t see it.

I can’t phone anyone.

Re: No signal in the USA

James_B — Sun, 05 Dec 2021 13:28:51 GMT

Hi @Marionne,

Chat invitations will show on the side of your screen when logged into your My EE account online. Please note, this may not show during busy periods when all of our chat agents are busy.

James

Re: No signal in the USA

XRaySpeX — Sun, 05 Dec 2021 13:33:13 GMT

Try calling CS on the Freephone no. in my sig. over Skype. It should be free.

Re: No signal in the USA

EEANDY — Sun, 05 Dec 2021 14:34:50 GMT

Several days ago. Before I left the UK. If I text travel again it says I already have a travel plan. If I try to click on a website it takes me to a sign in screen where I have to purchase data for a very expensive fee.

Re: No signal in the USA

James_B — Sun, 05 Dec 2021 14:57:01 GMT

Hi @EEANDY,

If you are being redirected to purchase data, roaming is active on your account.

Are you trying to activate the Roam Further Pass?

James

Re: No signal in the USA

Marionne — Sun, 05 Dec 2021 15:26:35 GMT

Hi Everyone thanks for the help.

Problem solved. I had to subscribe to Skype £4.99 then got through to technical support (after 1/2 hour wait)

lovely Golda said I was on roaming but needed to activate some things on my account. She talked me through these & Hey Presto my phone works. —- & I still have £1.40 left on Skype!