topic Re: Unable to buy EU roaming data in Pay as you go

Unable to buy EU roaming data

Digiwake — Mon, 22 Apr 2024 10:57:46 GMT

This seems to have been going on for a while. When my wife or I arrive in Spain, we receive a text telling us to send ROAMEU7D to 150 to activate 7 days of "Roam like at home". This doesn't work. All we get back is a standard response listing the things we can send to 150, and it doesn't include any roaming options. Both accounts are PAYG with plenty of account credit.

In the past I've been able to go onto the EE website when in wifi range and buy the 7 day roaming addon but when I eventually navigate down to the addon page today, all I get is "Addons purchase error. We're working on fixing this page etc etc etc". It's been doing this for at least a few days now so I don't think anyone is putting a great deal of effort into fixing it. Same result in multiple browsers, connecting from the UK and spain on different computers.

My wife (in Spain at the moment) just tried to call customer support, waded through lots of menus to the "speak to a representative" option, only to be told she couldn't be connected and to try again later.

Is EE actively trying to drive us away?

Re: Unable to buy EU roaming data

Schockwave — Mon, 22 Apr 2024 11:21:12 GMT

@Digiwake , not sure whether this page may help, but you may want to take a look here:

https://ee.co.uk/help/mobile/roaming/pay-as-you-go-charges-for-roaming-in-the-eu

Re: Unable to buy EU roaming data

Digiwake — Mon, 22 Apr 2024 11:53:18 GMT

Thanks but I'm aware of how it works and the options for activating it. In the past I've even been able to get one of the options to work (most recently for my trip in late March) but none of them are working now. Why send me a text telling me to send an unrecognised code to 150? Why is the addon purchasing page still down after several days? Why can we not even be connected to talk to a human in customer support?

Even the help page you linked to only loaded on the third attempt!

Re: Unable to buy EU roaming data

Leanne_T — Mon, 22 Apr 2024 14:21:29 GMT

Hi @Digiwake

Thanks for coming here.

Do you have an active subscription pack?

Can you text BALANCE to 150 and let me know the full reply?

Leanne 🙂

Re: Unable to buy EU roaming data

Digiwake — Mon, 22 Apr 2024 14:27:10 GMT

You have 1000 minutes, unlimited texts and 7.9GB remaining until 21/05/2024 for your £10 Flex plan. Your remaining plan data includes 2.0GB of rolled over data. Your current top up balance today 15:23 is £20.80, for more info go to My Account.

Re: Unable to buy EU roaming data

Leanne_T — Mon, 22 Apr 2024 14:58:46 GMT

Thanks @Digiwake

In this case, please try calling us again and the team will get this looked into for you.

Let me know how you get on 🙂

Leanne.

Re: Unable to buy EU roaming data

Digiwake — Tue, 21 May 2024 13:21:48 GMT

It's time for me to go to Spain again and it still seems to be impossible to purchase addons online a full month later. Is this simply not something that's possible with PAYG? It seems easy enough to add credit but impossible to use it to buy addons.

Re: Unable to buy EU roaming data

James_B — Tue, 21 May 2024 13:43:48 GMT

Hi @Digiwake,

Please get in touch with Customer Care on 150 so a member of the team can access your account and look into this for you.

There may be a compatibility issue if you're using an older legacy plan.

Thanks 🙂

James

Re: Unable to buy EU roaming data

XRaySpeX — Thu, 23 May 2024 00:07:24 GMT

Known bug being investigated. Visit http://add-on.ee.co.uk/purchase when not connected to WiFi to see what data add-ons are available.

Re: Unable to buy EU roaming data

Digiwake — Thu, 23 May 2024 05:49:43 GMT

Thanks for that and I'm glad it's a known bug, even if it seems to have been going on for ages. The page you have linked to only offers data add-ons though, not EU roaming. Navigating to the general add-ons page with WiFi off gives the same error as before.

Re: Unable to buy EU roaming data

Deex78 — Fri, 24 May 2024 12:46:56 GMT

I've have just arrived in Italy and having the exact same issue. Luckily I'm travelling with other who are on O2 but really disappointed that EE haven't fixed the bug since you reported it initially. I've a few trips to Europe this year so looks like EE may have lost a longtime customer as I need reliable access whilst away.

Re: Unable to buy EU roaming data

Kon2 — Thu, 22 Aug 2024 21:45:44 GMT

Having the same issue right now - grr

Re: Unable to buy EU roaming data

Debbie_G — Fri, 23 Aug 2024 07:52:10 GMT

Hey @Kon2

Thanks for coming to the Community.

Which country are you travelling in?

Do you have an active subscription pack?

Debbie 🙂

Re: Unable to buy EU roaming data

Kon2 — Fri, 23 Aug 2024 22:41:31 GMT

Spain, and yes, I do have an active pack. It worked fine last year in Spain and last Christmas in the Canaries 🤔

Re: Unable to buy EU roaming data

Alex_H — Sat, 24 Aug 2024 08:15:49 GMT

@Kon2 Did you receive the landing text when you arrived and connected to the Spanish network?

What is the response you get back when trying to text the ROAMEU7D to 150?

Alex

Re: Unable to buy EU roaming data

Kon2 — Sat, 24 Aug 2024 16:24:49 GMT

I got a landing text from Ee (not 150) but it only sent me to the webpage, which wouldn’t let me log in initially. When I logged in using my daughters phone I tried to use the add on but kept getting the error message “we’re working on it” Eventually I got the text code to use and after turning my phone in and off several times I was able to add the data pack. Whilst all this was going on I was trying to arrange a taxi and get to our accommodation before check-in closed as it was approaching midnight. Not a great service - please get it sorted out! The add on webpage is still not working , btw.

Re: Unable to buy EU roaming data

Schockwave — Sun, 25 Aug 2024 11:04:11 GMT

@Kon2 < you should be able to use this webpage:

https://ee.co.uk/bills-payments/mobile/fast-payment-payg