topic Re: Roaming in the USA currently not work in Roaming

Roaming in the USA currently not work

Jonathan_L — Thu, 28 Nov 2024 13:38:10 GMT

Currently, this broken for all users on our business account. Raised a level 2 ticket with EE 5 days ago - nothing heard via email as they stated they would do.

Can not make or receive local or international calls despite phone and account correctly set. Have tried all the support requests (switch networks/reset network settings (that lost all my saved wifi passwords - thanks EE))

And in additional the EE website and app are also broken in many places, ie add ons, etc - they are aware of this and have been trying to resolve it for the last 4 weeks. Clearly not acceptable.

Shocking service - going to be taking action on my return to recover costs and make the public aware of their failures.

Re: Roaming in the USA currently not work

XRaySpeX — Thu, 28 Nov 2024 13:47:59 GMT

Are you on contract or PAYG? Had you used that SIM for making calls or texts in UK before you left to go abroad?

If you are on contract, did you activate roaming on your EE a/c before you left UK by texting ROAMING to 150? Having a roaming billing add-on doesn't of itself activate roaming on your a/c. Having roaming activated on your EE a/c, not just on your device, is crucial to using your contract SIM abroad.

Often just rebooting the phone is the simple remedy. Also try selecting a network manually rather than auto.

Otherwise if you are on contract you need to call CS to get your roaming activated. Try calling CS on the Freephone no. in my sig. on Skype over WiFi. It should be free.

Re: Roaming in the USA currently not work

bristolian — Thu, 28 Nov 2024 14:10:44 GMT

An interesting case by the sounds. Had you roamed previously, but are unable to do so in the USA? Or travelled abroad without raoming and requested it added?

A faults case raised by CS should at least be with an offline support team

Re: Roaming in the USA currently not work

Jonathan_L — Thu, 28 Nov 2024 15:00:40 GMT

All handsets were working fine while roaming in April/May/June of 2024 in the US. But handsets now moved from Iphone 13 pro to 16 pros - and now with Esim - although Level 2 support said they are seeing the same issues with normal sims too. You sometimes get the message about 'Spend cap' which is a nonsense as no spend cap set. What is so poor is there nothing on the site to detail ongoing issues with the site or the issue in the USA - they are hiding the true facts for the their customers.

Re: Roaming in the USA currently not work

Jonathan_L — Thu, 28 Nov 2024 15:52:20 GMT

It been escalated to level 2 support at EE- I think we are pass these very simple issues...no disprespect - we look after sites with 20,000+ network devices - we know what we are doing!

Re: Roaming in the USA currently not work

Jonathan_L — Thu, 28 Nov 2024 15:54:58 GMT

It been escalated to level 2 support at EE- I think we are pass these very simple issues...no disprespect - we look after sites with 20,000+ network devices - we know what we are doing!

Re: Roaming in the USA currently not work

bristolian — Thu, 28 Nov 2024 16:00:35 GMT

@Jonathan_L wrote:

It been escalated to level 2 support at EE

This is subtly different to the scenario you initially explained, that a ticket had been raised. Level 2 are just a team within CS, they have access to raise fault tickets into offline (non-CS facing) support teams for anything they can't resolve, and I would expect this to have happened in your case.

There's nothing new about an MNO's website not broadcasting details of known faults to the world at large.

Re: Roaming in the USA currently not work

Jonathan_L — Thu, 28 Nov 2024 16:15:36 GMT

What about web and app working in since they did their upgrade - you can access your account addon via the app or web (if you are small business customer as that fails) - same with service packs - same with settings!

This has been like this now for 4 weeks - fix was meant to be completed yesterday.