topic Re: Roaming in Australia in Roaming

Roaming in Australia

JRCR — Fri, 11 Apr 2025 07:43:18 GMT

Sorry to reply of the back of this thread but we have the same issue, we have pay monthly sim only currently can't text 150.

We activated the roaming pass yesterday in Australia but still no calls can be made, logged into the account on the laptop can see we have set a 20 pound spend cap. Really need to be able to call the UK and can't contact EE customer service ? Any ideas?

Re: Roaming in Australia

Leanne_T — Fri, 11 Apr 2025 07:14:56 GMT

Hi there @JRCR

Thanks for coming to the community.

Did you text ROAMING to 150 before travelling to check your account was set up to use abroad?

If so, have you tried changing the spend cap in your EE account?

Thanks 🙂

Leanne.

Re: Roaming in Australia

JRCR — Fri, 11 Apr 2025 08:27:55 GMT

Yes roaming was set up before and yes I have set up a spend cap.
I also believed that I had bought the pass yesterday for my wife's phone situation can't make phone call or send text. Have bought a pass for my phone today, still can't send text's. I have yet to try a phone call due to the time difference in the UK.

Sent from Outlook for Android<>

Re: Roaming in Australia

Leanne_T — Fri, 11 Apr 2025 08:35:28 GMT

Thanks for coming back to me @JRCR

Could you try restarting the phone and manually connecting to a different network, does the text send?

If not, please give us a call from any other phone on +44 (0)7953 966 150 and the team can make sure the account is set up correctly at our end and help you get this sorted 🙂

Leanne.

Re: Roaming in Australia

JRCR — Fri, 11 Apr 2025 08:53:55 GMT

Sadly I have already tried all of that, not great having 2 mobiles and now having to use the hotel phone to ring EE to sort this out, when I had already rang EE back in March to confirm if anything additional was required to be done so we could use our phones

Sent from Outlook for Android<>

Re: Roaming in Australia

Leanne_T — Fri, 11 Apr 2025 09:01:52 GMT

I am very sorry this is not working for you @JRCR

Our guides will have full account access to see why this is not working for you on both phones and help you further.

Let me know how you get on.

Leanne.

Re: Roaming in Australia

Schockwave — Fri, 11 Apr 2025 11:50:12 GMT

@JRCR , if you have something like Skype, you can ring customer service for free, see my signature.

Re: Roaming in Australia

JRCR — Sun, 13 Apr 2025 00:49:57 GMT

Thank you for the Skype advice that did help, although EE were somewhat lost on how to resolve the issue. My phone still not working to make phone calls, however they did seem to fix the issue with my wife's phone so at least we can make calls now.

The EE system is very clunky when really you should be able to use a chat service to resolve any problems in my opinion

Re: Roaming in Australia

Schockwave — Sun, 13 Apr 2025 02:15:56 GMT

@JRCR , if on contract, you should be able to find chat by clicking on help via the EE App or by logging in via the website, although some of us have found that it has disappeared and EE are looking into it.

Re: Roaming in Australia

g_r_a_a — Sun, 13 Apr 2025 12:40:43 GMT

Unfortunately for me both those numbers or non-reachable now. And 150 doesnt work either. Any other guidance on how to contact EE if you dont have a landline and skype/ teams indicates the numbers are not reachable?

Re: Roaming in Australia

JRCR — Sun, 13 Apr 2025 12:40:46 GMT

EE tech have now resolved the issues with one phone, but have been unable to resolve the other as it is believed to be an ongoing network issue with some SIM 's which they currently have no fix in place for it. Least they have been honest and not said other people are having issues.

Spend a good length of time with me trying to sort it, only downside was that without the SKYPE no. I wouldn't have been able to get this done so many thanks as I couldn't locate any chat option

Re: Roaming in Australia

Schockwave — Sun, 13 Apr 2025 15:00:08 GMT

@JRCR , you are welcome, glad I was able to help, sorry that one of your phones has not been resolved, thank you for letting us know.

Re: Roaming in Australia

Stelfox72 — Wed, 16 Apr 2025 02:26:19 GMT

I've been having nightmares with EE roaming in Australia for the past 3 weeks - despite having set everything up before I left the UK.

I've been in contact multiple times with EE technical, who have sorted the issue for a few hours, but then reverts to same old problem: not being able to make any local calls to Australian numbers at all, which is incredibly frustrating when trying to plan activities, meet ups etc. not to mention dangerous for a single female traveller with medical issues.

Some days my service goes dead completely, and I'm unable to dial any numbers at all - UK numbers included, effectively rendering my mobile useless, despite the highest EE monthly global roaming fee I'm paying.

Mostly I'm only able to dial UK numbers, but no local Australian numbers of any sort - a UK woman's voice comes on when I try to dial, saying "To connect this call press 5" or another random number. When I press the requested number, nothing happens and I don't connect.

EE Tech support have all tried the usual protocols, checking everything is enabled, restaring my phone, selecting networks manually, taking away my spend cap etc...but they only fix the issue temporarily, for a few hours in most cases.

Once again I was on to Tech support last night Australian time for at least an hour - wasting my valuable holiday time - but on waking up this morning, the issue has come back again and I'm not able to make any calls.

This means I'm unable to participate in any local activities once again today, as I have no way of arranging them via phone.

Due to the fact EE Customer Service is only open 8am - 8pm UK time, I'm now left without a working mobile phone for the whole day Australia time, and will have to spend time with tech support once again during my evening...

It's completely illegal to charge customers for roaming services not provided - not to say incredibly frustrating given all the time I've wasted with EE support to resolve the issue, only for it to become a problem yet again the next day.

What is going on EE????

Re: Roaming in Australia

Katie_B — Wed, 16 Apr 2025 11:21:26 GMT

Hello @Stelfox72.

Thanks for coming here.

Can I please confirm you are experiencing this with multiple Australian numbers?

Is the number you are calling a non standard number?

Are you able to receive calls from an Australian number?

Katie