topic Re: I can not access internet using mobile data while abroad. in Roaming

I can not access internet using mobile data while abroad.

Mart45 — Wed, 23 Jul 2025 07:11:44 GMT

Having ran out of data, I moved to unlimited data. For some reason or another, I have no access to the data (text and phone calls all work, and I have full connection and hotel WiFi services ). I have spent at least 4 hrs yesterday trying to resolve the issue (excluding my initial communication two days ago). I was informed by the technical team (level 2); who corresponded with level 3 team ‘I should have sorted my data prior leaving the uk’?! Due to the international network not equipped to update the system… the issue is still on going, and they are NOT able to RESOLVE the issue. I have recently moved to EE and I am stunned with the poor level of service from the tech team. I have gone through the technical processes without any success. Surely a high profile telecommunication company such as EE can do better than this?

What am I expected to do for the remainder of my holidays without internet access? I hope someone is able to help.

Re: I can not access internet using mobile data while abroad.

XRaySpeX — Wed, 23 Jul 2025 07:17:23 GMT

@Mart45 wrote:
Having ran out of data, I moved to unlimited data.

But not when you are roaming! There is a FUP of 50GB data / billing month. Have you exceeded it?

Re: I can not access internet using mobile data while abroad.

bristolian — Wed, 23 Jul 2025 08:09:15 GMT

Text BALANCE to 150. What do you receive by response?

I would presume that the CS bods have got you to manually cycle through each available local network - are the symptoms the same on each?

Re: I can not access internet using mobile data while abroad.

Mart45 — Wed, 23 Jul 2025 08:55:18 GMT

Re: I can not access internet using mobile data while abroad.

Mart45 — Wed, 23 Jul 2025 08:57:50 GMT

I can’t even access the unlimited data. I ran out of my existing data yesterday afternoon (it’s now 0btyes left), and the unlimited data was suppose to activate.

Re: I can not access internet using mobile data while abroad.

Mart45 — Wed, 23 Jul 2025 09:01:54 GMT

Under my plan, I ran out of data (yesterday), and EE has set up unlimited data for the next 20 days, but it does not seem to have activated. EE have resent my system and plans, and it’s still not working.

Re: I can not access internet using mobile data while abroad.

Mart45 — Wed, 23 Jul 2025 09:04:00 GMT

I manually changed/switched to 4 local networks, and I still can’t use my data. I have access to phone calls and text messaging.

Re: I can not access internet using mobile data while abroad.

Peter_W — Wed, 23 Jul 2025 10:03:14 GMT

Good morning @Mart45.

Thanks for reaching out to us here on the Community!

I appreciate this probably isn't the answer you'd be looking for, but what our team have advised around the plan change is correct.

When you make a change to your account, such as a plan change or SIM activation, we recommend this be completed when connected to our network within the UK.

If you're overseas, we can't guarantee the new allowances will update until you return.

Peter

Re: I can not access internet using mobile data while abroad.

Mart45 — Wed, 23 Jul 2025 10:10:51 GMT

Hi Peter,

thank you for spending the time to reply to my on going issue.
I am under the understanding the plan hasn’t changed; but I’ve been given unlimited data (as a top up). If this is the case, how are customers suppose to increase their data allowance while they are abroad? I never had this issue with SKY Mobile. I was able to add/transfer data without any issues.

if the unlimited data is the problem, surely I can just add another 10GB? As part of the add on… that might resolve the issue.
Further advice/guidance would be appreciated. Many thanks, Martin

Re: I can not access internet using mobile data while abroad.

Peter_W — Wed, 23 Jul 2025 10:28:08 GMT

Thanks for explaining there @Mart45.

Was this applied as a temporary add-on, or have you changed your monthly pack completely?

If it's the former, do you still have calls and texts remaining in your normal pack?

Peter

Re: I can not access internet using mobile data while abroad.

Mart45 — Wed, 23 Jul 2025 10:57:42 GMT

Finally!!!! I managed to speak to someone from level 2 tech team was able to rectify the ongoing issue (within 5minutes!, and first attempt).. compared to the + 8hrs of back and forth - explaining, reexplaining, etc…

it turn out even though I had unlimited data, EE needed to add GB to the account as I am abroad… the system was not fully reset and it was at 0GB.. it needed to reactivate/ it needed a starting point.

ironically I asked about the same solution (my solution) during yesterdays conversation and I was told that it would not be possible to add GB to the account, as I’m using unlimited data. Even I saw the logic and I was told otherwise. If they only had listened to my point, we would not be in this situation.

Thanks Peter for communicating with me while I was with the tech team. I appreciate your support.

Re: I can not access internet using mobile data while abroad.

Peter_W — Wed, 23 Jul 2025 13:13:50 GMT

Thanks for the update here @Mart45.

I'm really glad to hear that our team managed to get this sorted in the end!

Thanks for taking the time to come back and let us know what fixed this, too.

Enjoy the rest of your trip 😊

Peter