topic Re: HELP - Roaming not working properly! in Roaming

HELP - Roaming not working properly!

michael23578925 — Mon, 03 Mar 2025 17:52:30 GMT

I am in Amsterdam. Data and incoming SMS are working. Calls outgoing and incoming do not work, neither do outgoing SMS.

I have tried an old Giffgaff SIM which worked perfectly well till it ran out of credit. I have a Spanish SIM which also works. Roaming with EE was working fine on the same phone and setup a few weeks ago in Spain. It seems like an EE problem

How can I fix this? I am unable to call EE on 150 without a lot of cost and the online support is an AI chatbot that is useless.

PLEASE HELP

Re: HELP - Roaming not working properly!

Chris_B — Mon, 03 Mar 2025 18:01:31 GMT

@michael23578925 Not an EE issue as it’s not EEs network. Have you tried manually searching for a different network to connect too ? . Not sure what your trying to make out of it worked ok in Spain a couple of weeks ago. Thats a different network altogether you were using.

Re: HELP - Roaming not working properly!

michael23578925 — Mon, 03 Mar 2025 18:22:40 GMT

I pay EE. The EE esim does not work on the local network NL KPN. The giffgaff sim worked on the same NL KPN network using the same phone. This suggests it is not my phone or me but EE. The fact that my EE esim worked in Spain on the same phone also suggests that it is not my phone, but EE. To blame NL KPN is odd given the above.

I have tried manually selecting different networks (Vodafine NL and T-Mobile NL), which doesnt work, likely because EE does not have a relationship with them. I have also tried connecting to NL KPN at various location around Amsterdam which did not fix the issue.

I am unable to contact EE via another means which is a bit of a problem given the situation. This certaintly seems to me to be an EE issue. Give the above is there a reason why it might not be?

More importantly - how can I get someone at EE to look into this ASAP without calling 150?

---
PS - Looks like I am not the only EE customer with the same problem:
https://community.ee.co.uk/t5/Roaming/Service-restricted/td-p/1512874

Re: HELP - Roaming not working properly!

Leanne_T — Mon, 03 Mar 2025 18:49:04 GMT

Hi there @michael23578925

Thanks for coming back to the community.

What happens when you try and make a call? What device are you using?

I am sorry we have no account access on the community, to contact our technical support guides you can call us from any phone on +44 (0)7953 966 150, and they will get the account checked to see if everything is set up correctly at our end for you.

Leanne.

Re: HELP - Roaming not working properly!

michael23578925 — Mon, 03 Mar 2025 18:59:07 GMT

nothing - it simply starts making a call and looks like its trying in the normal way, except the call never connects, there is no error or anything, and no sound either, tilll the call suddenly says call ended.

I cant call you on the above because that would require a working phone.

Re: HELP - Roaming not working properly!

Leanne_T — Mon, 03 Mar 2025 19:03:03 GMT

Thanks for coming back to me @michael23578925

Have you restarted the phone since arriving in Amsterdam to see if this helps?

If so, please try calling from any other phone, or if possible using a VoIP service such as Skype on 0800 956 6000.

Leanne.

Re: HELP - Roaming not working properly!

michael23578925 — Mon, 03 Mar 2025 19:05:57 GMT

I have restarted the phone several times.
Skype doesnt exist. Will EE be willing to refund the extra costs? I will have to purchase a new tariff from another provider in otder to call EE as EE does not provide an alternative way to make contact that does not incur costs.

Re: HELP - Roaming not working properly!

Matt_124 — Mon, 03 Mar 2025 19:41:13 GMT

Skype still exists. It's not closing until May.

Re: HELP - Roaming not working properly!

michael23578925 — Tue, 04 Mar 2025 01:46:21 GMT

@Matt_124 thanks but doesn't address if EE will pay for the costs

Vodafone and O2 also still exist, and if EE dont respond back with a reasonable solution or agree to pay for the extra costs I'll be considering a move later.

Re: HELP - Roaming not working properly!

bristolian — Tue, 04 Mar 2025 08:07:39 GMT

@michael23578925 wrote:

@Matt_124 thanks but doesn't address if EE will pay for the costs

If you're calling a UK 0800 number via Skype currently, there are no costs.

Re: HELP - Roaming not working properly!

Leanne_T — Tue, 04 Mar 2025 08:26:59 GMT

Hi @michael23578925

Thanks for coming back to us.

Our mobile guides are the best people to discuss any call charges that you may incur when getting in touch for the roaming issue you are having, this is not something we can do for you on the community.

Leanne.

Re: HELP - Roaming not working properly!

michael23578925 — Tue, 04 Mar 2025 15:57:16 GMT

So I used a friend's phone to call - and after wasting my time for around an hour trying to diagnose the problem - I was told that I would get a call back on their number in 10 mins. 5 -6 hours approx later - nothing. So I lose my time and my phone service, not to mention the additional costs of calling EE.

Please can this be escalated! I have work contacts trying to contact me and I can't get any incoming calls! I need this fixed ASAP

Re: HELP - Roaming not working properly!

Leanne_T — Tue, 04 Mar 2025 16:08:47 GMT

Hi @michael23578925

I am sorry we have no account access on the community to get the roaming looked into and escalate this for you. Ways to raise a complaint can be found on the Make a Complaint page.

Leanne.

Re: HELP - Roaming not working properly!

michael23578925 — Thu, 06 Mar 2025 13:26:09 GMT

So I filed a complaint with a full description. I left an alternative number explaining why, which should be pretty obvious given the problem, not being able to receive or make phone calls. Or send SMS for that matter. Only receiving SMS and full data working.

I have received the following SMS from EE yesterday 2009 local time:

Hi from EE. We tried to call about your complaint but couldn't reach you. We'll try again between '12:00' and '14:00' on 08/03/2025. Calls may be recorded for training and monitoring purposes.

You just can't make up how bad EE is. This is beyond ridiculous.

Re: HELP - Roaming not working properly!

Peter_W — Thu, 06 Mar 2025 15:39:12 GMT

Thanks for the update here @michael23578925.

I'm disappointed to hear that you're not feeling any further forwards too.

Did you see a missed call on the contact number you put down here?
Peter

Re: HELP - Roaming not working properly!

bristolian — Thu, 06 Mar 2025 16:35:08 GMT

IMHO the complaints process is best for resolving service issues that are not time critical, it's never really been intended for resolution of technical issues.

And the very nature of roaming issue is that there is often a catch-22 situation with regards to making or receiving calls. Nothing sinister or unusual about that.

Re: HELP - Roaming not working properly!

michael23578925 — Fri, 07 Mar 2025 04:14:38 GMT

No missed call on my own number because that's exactly the problem I'm complaining about

No missed call on the alternative number, that would require EE to read and understand the situation properly

Re: HELP - Roaming not working properly!

Christopher_G — Fri, 07 Mar 2025 08:22:46 GMT

I'm sorry to hear that they weren't able to get in touch with you, @michael23578925

Is there any way you could call our Customer Support team again from another phone, or through a VoIP service, such as Skype?

Chris