topic Re: Unable to call customer service or use 150 texts in Roaming

Unable to call customer service or use 150 texts

Aleks1111 — Sun, 23 Mar 2025 20:06:23 GMT

Just arrived in Switzerland and can't call customer service or use 150 text service, and app and website don't seem fully functional and won't allow me to change spend cap (which may be the problem) I called customer service in the UK just before leaving and was told everything was fine and I would be able to use phone abroad. But now I'm here I can't do anything at all. I need some help to actually get through to someone at ee please, thanks

Re: Unable to call customer service or use 150 texts

Chris_B — Sun, 23 Mar 2025 21:08:55 GMT

@Aleks1111 if roaming is enabled on your account have you tried just restarting the device? Have you tried a manual network search?

Re: Unable to call customer service or use 150 texts

Aleks1111 — Sun, 23 Mar 2025 21:26:57 GMT

I tried that. It's telling me it's a spend cap problem. Apparently I need to set it higher, but there's no way for me to do so.

Re: Unable to call customer service or use 150 texts

Matt_124 — Sun, 23 Mar 2025 21:49:12 GMT

You can adjust your Spend Cap in your EE App under the Manage tab.

Re: Unable to call customer service or use 150 texts

Aleks1111 — Sun, 23 Mar 2025 22:20:12 GMT

Thanks, but I tried that already - app and website. There's nothing showing for spend cap unfortunately.

Re: Unable to call customer service or use 150 texts

bristolian — Sun, 23 Mar 2025 22:28:45 GMT

@Aleks1111 wrote:

Just arrived in Switzerland and can't call customer service or use 150 text service,....But now I'm here I can't do anything at all.

I don't see the basics having been checked here,

Does your phone show a connection to any local networks?

Can you make or receive calls? Can you receive texts?

Whom or what is "it" that tells you to check your spend cap?

Re: Unable to call customer service or use 150 texts

Matt_124 — Sun, 23 Mar 2025 22:41:54 GMT

Try selecting the correct number on the Home page (if you have multiple numbers on the account), then tapping the Profile in the top left, then Settings and then Spend Cap should appear there.

Re: Unable to call customer service or use 150 texts

Aleks1111 — Mon, 24 Mar 2025 08:37:08 GMT

Yes, can't make because I can't do anything, maybe I can receive calls. I can receive texts.

And it's ee telling me that (by text).

Basics checked to start with.

Re: Unable to call customer service or use 150 texts

Aleks1111 — Mon, 24 Mar 2025 08:41:06 GMT

Tried all that. There's no spend cap option anywhere - app or website.

Re: Unable to call customer service or use 150 texts

Katie_B — Mon, 24 Mar 2025 09:19:36 GMT

Hi @Aleks1111.

I would like to check your account is set up as the account holder rather than a user.

In your online account can you view bills?

Katie

Re: Unable to call customer service or use 150 texts

Aleks1111 — Tue, 25 Mar 2025 09:10:27 GMT

After much messing around I found a button to link phone number to account. Tried that and it seems that that was the problem. Spend cap is now showing. Shame no one at ee had mentioned this before, but it all seems resolved now, thanks.

Re: Unable to call customer service or use 150 texts

Katie_B — Tue, 25 Mar 2025 09:13:07 GMT

It's great to hear this is now resolved @Aleks1111.

Thanks for letting us know.

Katie