topic Re: URGENT: In Indonesia, Can't Call my Bank, NOT EVEN EE for support, HELP. in Roaming

URGENT: In Indonesia, Can't Call my Bank, NOT EVEN EE for support, HELP.

danwarburton — Wed, 20 Aug 2025 11:56:24 GMT

Hi,

I'm in Indonesia and need to urgently call my bank to unblock my card to access funds.

I can't call my bank in the USA, any number in the UK or even EE.

I've paid to add 24 hours of roaming in Zone 1 but still can't make calls.

I've increased my spend cap to £20 over my monthly fee.

Tried starting live chat on the EE app, but EE have removed this, and it's only a limited chatbot that says I need to call EE, but I can't.

How can I email EE or get someone on a live text chat to solve this?

Re: URGENT: In Indonesia, Can't Call my Bank, NOT EVEN EE for support, HELP.

Katie_B — Wed, 20 Aug 2025 12:49:33 GMT

Hi @danwarburton.

Thanks for coming here.

When you arrived in Indonesia did you receive a welcome text?

Are you able to send and receive texts?

Have you tried manually connecting to another network?

Finally, did you activate roaming by texting ROAMING to 150 before leaving the UK?

Katie

Re: URGENT: In Indonesia, Can't Call my Bank, NOT EVEN EE for support, HELP.

danwarburton — Wed, 20 Aug 2025 12:59:42 GMT

Hi Katie,

Thanks for your help here, this is the only kind of support from EE I have been able to receive.

Yes, I received the welcome texts.

I've also just texted BILL back to the welcome text from EE, and I have received information about my last bill by text.

I now live most of the time in Spain, where roaming worked fine, so I didn't text 150 before leaving.

What shall I try next?

Re: URGENT: In Indonesia, Can't Call my Bank, NOT EVEN EE for support, HELP.

Katie_B — Wed, 20 Aug 2025 13:13:37 GMT

Hi @danwarburton.

Thanks for confirming that your roaming worked OK in Spain.

Have you tried manually connecting to another local network?

Are you able to receive calls?

Katie

Re: URGENT: In Indonesia, Can't Call my Bank, NOT EVEN EE for support, HELP.

danwarburton — Wed, 20 Aug 2025 14:58:51 GMT

Thanks for this. I've tried manually selecting other networks but only 3 of these that are listed give any cellular bars,
I tried all of these by calling EE on 00 44 7953 966250 but none have worked.

What could I try next please?

Re: URGENT: In Indonesia, Can't Call my Bank, NOT EVEN EE for support, HELP.

Katie_B — Wed, 20 Aug 2025 17:14:16 GMT

Hi @danwarburton.

It sounds like you have tried everything we could recommend without account access.

Do you have access to another phone?

Katie

Re: URGENT: In Indonesia, Can't Call my Bank, NOT EVEN EE for support, HELP.

danwarburton — Thu, 21 Aug 2025 03:08:46 GMT

Thanks, Katie.

I'm shocked that EE don't offer a live chat for its paying customers, as I am in this situation.

I've found EE to provide amazing customer support over the years, but now it seems they are prioritising profits more than customer care, and as such, they are not willing to pay for live support agents.

It's a shame, the great EE days are over.

I'll need to buy a sim card with international calling just to call EE.

Re: URGENT: In Indonesia, Can't Call my Bank, NOT EVEN EE for support, HELP.

Schockwave — Thu, 21 Aug 2025 13:25:22 GMT

@danwarburton , only monthly contract customers will have live chat, which can be found in the My EE App by clicking on help, pay as you go, do not have that option, sorry.

Re: URGENT: In Indonesia, Can't Call my Bank, NOT EVEN EE for support, HELP.

danwarburton — Thu, 21 Aug 2025 15:12:19 GMT

i am a monthly contract customer and have been so for over 7 years and on my EE app I am not given live chat as an option.

Re: URGENT: In Indonesia, Can't Call my Bank, NOT EVEN EE for support, HELP.

Schockwave — Thu, 21 Aug 2025 17:14:11 GMT

@danwarburton , do you have the latest app, as it is now on there? You need to have updated it in the last week or so.

Re: URGENT: In Indonesia, Can't Call my Bank, NOT EVEN EE for support, HELP.

danwarburton — Fri, 22 Aug 2025 11:20:52 GMT

Thanks for your reply.

Ive now re-downloaded the EE app and see there is now live chat however,, it says its a 40 minute wait.

EEs customer service is nothing like it used to be.

I’m

now considering buying a new contract with another mobile company.

Re: URGENT: In Indonesia, Can't Call my Bank, NOT EVEN EE for support, HELP.

Schockwave — Fri, 22 Aug 2025 11:23:25 GMT

@danwarburton , so you cannot wait to have the chat with them, but they are busy with other customers on the phone as well as with chat, you just have to abide your time. All call centres are UK based unlike other networks, just remember that.

Re: URGENT: In Indonesia, Can't Call my Bank, NOT EVEN EE for support, HELP.

danwarburton — Fri, 22 Aug 2025 11:28:46 GMT

Sorry but for someone abroad, who has paid £5 for roaming 3 days ago, to solve an emergency, who then couldn’t make a phone call this is terrible service.
EE, with the profits they are making should employ more staff to keep wait times to no more than 15 minutes.