topic Re: Roaming in USA stopped working in Roaming

Roaming in USA stopped working

Rich19651 — Thu, 10 Oct 2024 09:51:41 GMT

Hello

I am on holiday in the USA. I paid for roaming before I left the UK and when I arrived I received the "Welcome to the USA" text and my phone connected.

I had another flight so went into airplane mode and when I turned that off, I have not reconnected.

I have tried restarting, turning off and on again, turning airplane mode off and on again, manually finding a network etc but with no success.

Any help please? Thanks.

Re: Roaming in USA stopped working

Leanne_T — Tue, 08 Oct 2024 17:10:08 GMT

Hi @Rich19651

Thanks for coming to the community. I am sorry you are unable to connect to a network in the USA to use your services.

I would like to see if we can get this sorted for you, just to check, did you text ROAMING to 150 before travelling to make sure the account was activated for roaming?

When manually searching for a network did any show available?

Speak soon.

Leanne 🙂

Re: Roaming in USA stopped working

Rich19651 — Tue, 08 Oct 2024 23:21:13 GMT

Hi Leanne

Thank you for getting back to me.

Yes I tested 150 before leaving the UK and it did work when I landed initially but after my connecting flight, I couldn't connect again when I turned back on. It initially connected to Tmobile here in the USA.

The others available are Verizon and AT&T but I have been unable to access any of them unfortunately.

Thanks for your help,

Rich

Re: Roaming in USA stopped working

bristolian — Wed, 09 Oct 2024 07:27:41 GMT

@Rich19651 wrote:

I am on holiday in the USA. I paid for roaming before I left the UK and when I arrived I received the "Welcome to the USA" text and my phone connected.

For the wider benefit, the roaming facility is not something you pay for, it's free of charge. If you paid for anything, it was a billing add-on.

Receiving a text message abroad, is evidence that roaming was active.

Re: Roaming in USA stopped working

Rich19651 — Thu, 10 Oct 2024 09:43:50 GMT

Hello EE,

Still no success getting connected in the USA.

I paid the £25 extra texting 150 before leaving the UK but it won't connect. I have called the help number from the USA a few times using a relative's phone but as they are paying for international calls, it is costing a lot hanging on waiting to speak to an agent.

I have tried turning on and off again , turning on and off roaming, on and off airplane mode etc and all other suggestions on your help page.

Can you help please?

Thanks

Rich

Re: Roaming in USA stopped working

Peter_W — Thu, 10 Oct 2024 09:52:14 GMT

Thanks for the update @Rich19651. I'm disappointed to hear this still isn't working for you.

What model of phone are you using at the moment?

The fact this worked previously would usually suggest everything is as it should be with the roaming settings at our end.

Peter

Re: Roaming in USA stopped working

Rich19651 — Thu, 10 Oct 2024 10:45:49 GMT

Hi Peter,

Thank you for getting back to me.

I am using a Samsung Galaxy A14 mobile phone.

Have you any suggestions please?

Many thanks

Rich

Re: Roaming in USA stopped working

Peter_W — Thu, 10 Oct 2024 11:03:14 GMT

Thanks @Rich19651.

If you haven't already, can you please try resetting the network settings on your phone?

To do this go into Settings > General Management > Reset > Reset network Settings > Enter PIN (if required).

At this point, it will take you back to the previous screen, but I'd just recommend turning your phone off then back on again too.

Don't worry, you won't lose any personal data such as contacts or photos with this reset, but you will need to provide your password next time you connect to WiFi.

Peter

Re: Roaming in USA stopped working

Rich19651 — Thu, 10 Oct 2024 11:33:01 GMT

Hi Peter,

Thank you for coming back to me again.

I have tried that but unfortunately I am still not connecting to any networks.

I have tried to send a text as a test but it doesn't work and says it will be sent when I am connected to a network.

Thank you,

Rich

Re: Roaming in USA stopped working

Peter_W — Thu, 10 Oct 2024 11:38:30 GMT

Cheers @Rich19651, thanks for giving this a go.

When you've tried manually connecting to a network, what has been happening exactly?

Also if you can access the EE app, can you please log in and check to see if you have a spend cap that could be blocking things?
Peter

Re: Roaming in USA stopped working

Rich19651 — Thu, 10 Oct 2024 12:04:19 GMT

Hi Peter,

I have just checked and I don't have a spending cap in place.

When I try to connect manually, the message I get is "selected service is not available".

Thank you,

Rich

Re: Roaming in USA stopped working

Peter_W — Thu, 10 Oct 2024 12:08:39 GMT

Cheers for checking that @Rich19651.

Is it the same message if you're trying Verizon, AT&T and T-Mobile?

I was in the US this time last year and it would sometimes switch between these networks depending on the best connection available.

Peter

Re: Roaming in USA stopped working

Rich19651 — Fri, 11 Oct 2024 10:16:54 GMT

Hi Peter,

Yes it is the same for all networks unfortunately. I tried again connecting manually to each one and then turned the phone off, then on again and tried autocorrect but to no avail.

It is working fine when I can get WiFi but not at all without it.

Thanks

Rich

Re: Roaming in USA stopped working

Christopher_G — Fri, 11 Oct 2024 10:54:57 GMT

OK, thanks @Rich19651

Are you able to access the live chat option in the 'help' section of your EE App? If you're able to get in touch that way, they'll be able to check everything is as it should be from our side.
Chris

Re: Roaming in USA stopped working

Rich19651 — Fri, 11 Oct 2024 11:08:57 GMT

Hi Chris,

Thanks for the suggestion.

I have tried the live chat but it just goes through the same things I have done and then asks me to call which I can't fo unfortunately.

Thanks

Rich

Re: Roaming in USA stopped working

Christopher_G — Fri, 11 Oct 2024 11:53:05 GMT

OK, thanks for trying, @Rich19651

The only way this can be looked into further is if you speak with our Mobile/Technical support team. I know it's a bit more difficult when you're abroad, but I know of others using the contact numbers through a VoIP service, such as Skype.
Chris