topic Re: Cannot access EE to buy a roaming package in Canada in Roaming

Cannot access EE to buy a roaming package in Canada

Christians393 — Tue, 13 May 2025 11:55:38 GMT

Hello, I'm in Canada for 2 weeks. When I landed I received a message from EE about roaming and purchased a 7 day roaming pass. Yesterday, I received a text that it was expiring with a link to buy a new roaming pass. Unfortuately, when I tried to use that link it told me I was connected to WIFI (which I was not) and to disconnect. I turned my phone off and then tried again and it told me that there was not server connection so I could not connect to EE. What do I do to get data roaming for the next week in Canada, please? if I call the EE from abroad number, I will be charged at Canada roaming rates & I don't seem to be able to text EE from Canada - I get an error. Grateful for any help! Thank you!

Re: Cannot access EE to buy a roaming package in Canada

Schockwave — Tue, 13 May 2025 13:11:18 GMT

Hello @Christians393 ,

Welcome to the community,

Do you still have the welcome message about roaming and purchasing roaming pass? If you do, I have read that you should then be able to purchase the roaming pass again, also make sure that you have a network connection, you may have to do a manual search.

Re: Cannot access EE to buy a roaming package in Canada

Christians393 — Tue, 13 May 2025 13:34:09 GMT

Thank you. Yes, I have tried using the original welcome message. I get the same message - 'cannot connect to server' even with a network connection. I tried 150 from my son's phone, but just ended up in a maze of unhelpful prompts and an EE text that told me to type in ROAMABROAD to buy a Roam abroad pass. When I did that EE didn't recognize ROAMABROAD and sent me the same message again asking me to type in ROAMABROAD. Truly frustrating. I've now also filed a complaint. If I dial +44 800 079 8586 or +44 800 956 6000 from another phone, do I actually get to speak to a person? That's not an option on 150 - if you press '1' to speak to a person, it asks me to hang up and sends a text which puts me in the same ROAMABROAD spiral. Thanks again.

Re: Cannot access EE to buy a roaming package in Canada

chistery — Tue, 13 May 2025 13:38:14 GMT

I wonder if you have to wait till your current pass expires before it lets you buy another, as it can't cope with adding 7 days to your existing one?

Or I may be completely wrong and someone will be along soon to tell me I am 😀

Re: Cannot access EE to buy a roaming package in Canada

Christians393 — Tue, 13 May 2025 14:01:20 GMT

Thank you. Yes, correct you do have to wait. Unfortunately, the current pass has expired and EE sent me a link on expiry yesterday to buy another pass but it didn't work. Again, received messages to 'turn of wifi' and 'cannot connect to server' no matter what I did and then directed to '150', which didn't help.

Re: Cannot access EE to buy a roaming package in Canada

chistery — Tue, 13 May 2025 14:12:54 GMT

I was trying out passes on a recent trip and had something similar, the only way I could get the EE add-on page to work was via a system notification telling me I had no data which then redirected me to the page to select it, but you should generally be able to go to http://add-on.ee.co.uk when you don't have a data package and click on buy.

Re: Cannot access EE to buy a roaming package in Canada

Christians393 — Tue, 13 May 2025 19:59:12 GMT

Thanks for your help. Yes, that is what should happen, I believe, but for some reason it doesn't work. It sends me an error message saying I cannot connect to the server rather than taking me into EE. It looks as if I will have to make do with wifi and then take it up with EE on my return! It would be helpful if EE had a chat, which they could respond to and re-send a link.

Re: Cannot access EE to buy a roaming package in Canada

Katie_B — Wed, 14 May 2025 07:09:28 GMT

Hi @Christians393.

Are you aware of anyone else experiencing this?

If you log in to your EE app, Live Chat can be found under 'Help'.

Speak soon,

Katie

Re: Cannot access EE to buy a roaming package in Canada

Schockwave — Wed, 14 May 2025 09:56:16 GMT

@Christians393 , press 2 to get through to speak to a person, that should work.

Re: Cannot access EE to buy a roaming package in Canada

bristolian — Wed, 14 May 2025 10:20:51 GMT

@Christians393 wrote:

if I call the EE from abroad number, I will be charged at Canada roaming rates

https://ee.co.uk/mobile/international/roaming-contacting-us-from-abroad

I would interpret "standard roaming rate" as being the cost to call +44 from the line in question. The roaming pass makes such calls inclusive.

Re: Cannot access EE to buy a roaming package in Canada

Kjmarshall2512 — Wed, 20 Aug 2025 08:29:46 GMT

This exact same thing happened to me while I was in Greece for two weeks in July, absolute nightmare. I don’t know why they have changed the way we can purchase data roaming, it wasn’t a problem before, I went without using my phone the whole trip and just used WiFi. Now I’m worried because I’m travelling to Canada in a couple of weeks and I’m dreading having this happen to me again. I can guarantee once I land and that message arrives it won’t work. Then I won’t be able to contact EE until I have Wi-Fi, then I won’t be able to access roaming because I’m on WiFi. It was a vicious cycle in Greece, I’d had enough in the end.

Re: Cannot access EE to buy a roaming package in Canada

Katie_B — Wed, 20 Aug 2025 09:25:19 GMT

Hello @Kjmarshall2512.

Thanks for coming here.

Did you receive a welcome text when you arrived in Greece? if yes, what happened when you clicked on the link provided?

Are you aware if you were connected to WiFi when clicking on the link?

Katie