topic Re: not working in Roaming

not working

janlee008 — Wed, 09 Oct 2024 06:55:40 GMT

I am also experiencing this exact same issue. I went to Geneva in August, it worked for the first 2 days and stopped working on the 3rd day. Same in Italy, worked the first day and did not work the second day. Both times had an adequate spend cap and strong signal. Switching phone off, checking EU roaming activated, switching networks, mobile 4G, 5G auto etc and spend cap made no difference. The only thing it could do was pinpoint one's location on google map via satnat which was some help. Any help from anyone how they resolved much appreciated.

Re: not working

Katie_B — Wed, 09 Oct 2024 07:14:13 GMT

Hello @janlee008.

Thanks for coming here.

I am sorry to hear this happened, it seems like you checked everything we would recommend here on the community.

Are you abroad at the moment?

Speak soon,

Katie

Re: not working

janlee008 — Wed, 09 Oct 2024 07:23:33 GMT

I have since returned and spoke to a EE staff in a shop who are of no help. They are interested in only seemingly selling me products and broadband deals rather than investigating the issue.

Re: not working

janlee008 — Wed, 09 Oct 2024 07:23:50 GMT

As above. Now returned.

Re: not working

bristolian — Wed, 09 Oct 2024 07:26:00 GMT

FYI you do have a short-time after posting to edit, to negate the need for multiple short replies.

Network-specific roaming issues can often require a fault ticket to be raised for further investigations. It's tricky to do this after-the-event, and a retail shop will likely only be able to contact CS for you, and pass the phone to you.

I don't believe retail shops have the ability to raise fault tickets.

Re: not working

janlee008 — Wed, 09 Oct 2024 07:29:40 GMT

So it is too late now to raise a fault ticket you are saying ? It was also virtually not possible to contact EE as you get a robot or need to have broadband access. Plus limited opening hours.

Thanks

Re: not working

bristolian — Wed, 09 Oct 2024 07:36:31 GMT

Fault tickets are used to investigate a live issue.

If you've returned to the UK and no longer have the issue, it's a tad difficult to investigate & test further. The exception would be that you know another EE user still abroad and having the same problem?

Re: not working

janlee008 — Wed, 09 Oct 2024 07:38:40 GMT

Please provide a link I could use when I am next abroad to report such fault and raise ticket please.

Thanks

Re: not working

bristolian — Wed, 09 Oct 2024 07:48:33 GMT

EE-CS are the point-of-contact for all network fault reports. There is no online facility.

As previously mentioned, the vast majority of roaming issues can be resolved by swapping to an alternative local network.

There is high-level monitoring of roaming performance, and this often identifies large-scale issues to allow real-time checks - but some problems only affect smaller number of customers and thus only by those users calling in, are they identified.

Re: not working

janlee008 — Wed, 09 Oct 2024 10:18:40 GMT

Hi

Thanks. No there was no alternative networks to choose yet my friend has EE and had no problems ?

Regards
Janet

Re: not working

bristolian — Wed, 09 Oct 2024 10:30:16 GMT

@janlee008 wrote:
No there was no alternative networks to choose

I believe there's 3 network operators in Switzerland, but coverage may vary between them.

@janlee008 wrote:
my friend has EE and had no problems ?

Did you try a 2way SIM-swap?

Put the working SIM in the non-working phone - what result?

Put the non-working SIM in the working phone - what result?