topic Re: Unable to get EE app live chat help abroad. in Roaming

Unable to get EE app live chat help abroad.

Hughes13 — Mon, 22 Sep 2025 07:37:09 GMT

I’m currently abroad; my EE contract ended and I’m on pay as you go. Despite having paid roaming and topped up I’m still unable to make calls and the live chat is not working on the EEapp. Please help!!!!

Re: Unable to get EE app live chat help abroad.

bristolian — Mon, 22 Sep 2025 07:50:12 GMT

You could potentially have 2 issues here. Live chat is only available to pay-monthly customers.

When you give 30days notice to cancel an EE pay-monthly contract and move to PAYG, you effectively have a new PAYG line which needs to be used in the UK first to enable the free roaming facility.

Did you use your new PAYG SIM in the EE after it ceased to be a pay-monthly line, and before you travelled abroad? If so, roaming would not have been enabled, your phone will not have access to foreign networks, and your symptoms would be explained.

If you did do this - does your phone show network coverage?

Re: Unable to get EE app live chat help abroad.

Hughes13 — Mon, 22 Sep 2025 07:55:18 GMT

I contacted EE whilst still in the UK and the advisor never mentioned once I went into PAYG the card wouldn’t work. I feel I have been mislead in here. I managed to chat to an advisor on Friday who also didn’t mentioned the card wouldn’t work. I have payed for a 7 day roaming pass, I have network but still unable to use my phone

Re: Unable to get EE app live chat help abroad.

bristolian — Mon, 22 Sep 2025 07:58:13 GMT

PAYG will work abroad, the issue is the notice period and the activation.

The pay-monthly contract requires 30days notice to cancel, during which it continues to be live as pay-monthly. At the expiry of that period, it is now a new PAYG line and needs to be used in the UK first, before roaming is auto-enabled.

It is this in-between period that matters - as per my previous post, did you use the new PAYG SIM in the UK between it converting to PAYG, and being taken abroad?

Re: Unable to get EE app live chat help abroad.

Hughes13 — Mon, 22 Sep 2025 08:00:42 GMT

No, I didn’t use the PAYG in the UK.

Re: Unable to get EE app live chat help abroad.

bristolian — Mon, 22 Sep 2025 08:03:28 GMT

@Hughes13 wrote:
No, I didn’t use the PAYG in the UK.

There's your issue then. Refer to my previous posts.

Your PAYG SIM has not been activated and thus roaming has not been enabled - preventing access to foreign networks until this is completed.

You also need to be aware of the PAYG hibernation policy, which requires chargeable usage at least once every 179 days to prevent your SIM being suspended. You then have a further 3months grace before outright disconnection.

Re: Unable to get EE app live chat help abroad.

Hughes13 — Mon, 22 Sep 2025 08:05:41 GMT

So let me get this right, I need someone to go to the UK, use the PAYG SIM card (like make a phone call) once and then it will work?

Re: Unable to get EE app live chat help abroad.

bristolian — Mon, 22 Sep 2025 08:09:51 GMT

Your new PAYG SIM needs to be used in the UK to make a (ideally chargeable) call. That activates the SIM and auto-enables roaming for use abroad, yes.

Re: Unable to get EE app live chat help abroad.

Hughes13 — Mon, 22 Sep 2025 08:19:43 GMT

Thank you. Do I also have to purchase another 7 day roaming pass in the UK or can I do that once abroad? Can I use the PAYG SIM card and pay the roaming charges once abroad without a roaming pass?

Re: Unable to get EE app live chat help abroad.

bristolian — Mon, 22 Sep 2025 09:17:42 GMT

Within the EU, roaming is on a flat-rate regime - where you pay a single daily or weekly price for calls, texts & use of your data allowance.

Outside the EU, you pay per-minute or per-text

Re: Unable to get EE app live chat help abroad.

XRaySpeX — Mon, 22 Sep 2025 13:01:38 GMT

@Hughes13 wrote:
I have payed for a 7 day roaming pass,

How did you order the 7-day roaming pass?

Was it in response to a text received when you entered the country? If so, that indicates you were enabled for roaming at that time.

Was it during the 30-day notice period before the SIM became PAYG? If so, the pass would only be valid while you were still on contract, but not after it became PAYG.