topic Re: how do I speak to someone at EE? in Roaming

how do I speak to someone at EE?

SirNigel — Thu, 19 Dec 2024 17:31:34 GMT

My phone isn't working in the USA.

I'm stuck in a customer service doom loop. "text Roaming to 150" gets the following response: "There has been a problem, please call 150"

"Contact us for live chat at https://business.ee.co.uk/help/" - There is no live chat available.

Contact us on Whattsapp us on 0748396100 gets me into a live chat with AI "Bert" who eventually asks me to hold for a live agent...

My phone isn't working in the USA.

How do I contact a human being at EE?

Re: how do I speak to someone at EE?

Katie_B — Thu, 19 Dec 2024 17:46:24 GMT

Hi @SirNigel.

Thanks for coming here.

Did you activate roaming before leaving the UK by texting ROAMING to 150?

How long have you been holding to speak with a live agent?

Speak soon,

Katie

Re: how do I speak to someone at EE?

SirNigel — Thu, 19 Dec 2024 17:53:32 GMT

Thanks Katie,
Yes. I’ve tried everything. “Bert” , 150, and the WhatsApp number.
I got a message saying I don’t need to text “roaming” as I already have it with my business package.
But when I make a call, I get a message saying I need to text “spend cap “ to 150.
Then I get a reply telling me " there has been a problem, call 150"

I’m on hold now for the 3rd time.

Re: how do I speak to someone at EE?

Katie_B — Thu, 19 Dec 2024 17:55:37 GMT

Thanks so much for getting back to me @SirNigel.

Do you have access to your EE account online?

You can up your spend cap there.

Katie 🙂

Re: how do I speak to someone at EE?

XRaySpeX — Thu, 19 Dec 2024 18:03:05 GMT

@SirNigel : 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: how do I speak to someone at EE?

SirNigel — Thu, 19 Dec 2024 18:06:32 GMT

I finally got to speak to someone.

The roaming is included in my plan and is not something I can activate through my online account.

The found a problem with how my account had been set up ... roaming had not been turned on properly.

I have to switch off my phone and wait 2 hours. Fingers crossed.
It's taken me 3 days to fix this problem that shouldn't have happened.
It's very annoying.

Re: how do I speak to someone at EE?

Katie_B — Thu, 19 Dec 2024 18:08:06 GMT

Hi @SirNigel.

That's great to hear.

Often a quick reboot will get things working for you.

Please be sure to keep us updated if this is not working for you soon.

Katie

Re: how do I speak to someone at EE?

SirNigel — Thu, 19 Dec 2024 18:47:32 GMT

Argh. I spoke too soon.
It’s still not working.
Unless I’m just being impatient?

Re: how do I speak to someone at EE?

Katie_B — Thu, 19 Dec 2024 18:55:29 GMT

I understand the importance of being connected as soon as possible.

Are you connecting to a local network by any chance @SirNigel?

Did the agent check your spend cap?

Katie

Re: how do I speak to someone at EE?

SirNigel — Thu, 19 Dec 2024 22:52:39 GMT

Yes. I’m connected to AT&T.

When I dial any number I get a message" you've reach your spend cap limit. Text spend cap to 150"

When I do that, I'm told "

There has been a problem with your request, please call 150

".

What number can I call to get someone to help me resolve this?

[mod edit: please do not post personal information such as phone numbers on the public board. Thanks!]

Re: how do I speak to someone at EE?

bristolian — Thu, 19 Dec 2024 22:33:52 GMT

First thing, I suspect you've replied to this forum post using your phone's email client - end result, you've posted your contact details including email address & phone numbers on the open internet. That's an open invitation for spammers to contact you, I'd suggest editing those out ASAP unless the site admins beat you to it.

On the spend cap - you can check this yourself via the advice on the link below, best to make sure you have some headroom between your current usage and capped amount.

https://ee.co.uk/help/mobile/manage-use/pay-monthly/set-up-and-manage-spend-cap

Re: how do I speak to someone at EE?

SirNigel — Thu, 19 Dec 2024 22:47:32 GMT

can you edit out my contact details?
Thx.

Re: how do I speak to someone at EE?

bristolian — Thu, 19 Dec 2024 23:01:12 GMT

@SirNigel wrote:
can you edit out my contact details?
Thx.

No, I'm not a site admin and if I could have, then I would have. All users have an edit function for a short time after posting, and also have the option of flagging individual posts for admin attention - which is what I did for you here.

Try the link I posted above for help on self-checking your spend cap.

Re: how do I speak to someone at EE?

SirNigel — Fri, 20 Dec 2024 01:10:32 GMT

thanks.
I checked my spend cap. I have no cap.
That’s not the problem.
When I spoke to customer service I was told the problem was at their end and they would fix it. i was told to switch off my phone and re boot. Then wait up to two hours. It’s been 5 hours and it’s still not working. I have to wait until tomorrow to try to talk to someone again.
What is the direct dial number?
It takes ages to get through the 150 menu.

Re: how do I speak to someone at EE?

Leanne_T — Fri, 20 Dec 2024 09:29:44 GMT

Morning @SirNigel

Thanks for coming back to us.

The details have now been edited from the forum for you.

Account changes can take up to 24 hours to complete, if this is still happening after this time please give us a call on +44 (0)7953 966 150 from any other phone and the team will get the spend cap investigated further for you.

Leanne.