topic Re: Add-ons page not working and unable to buy roaming package in Roaming

Add-ons page not working and unable to buy roaming package

ItsNotRealNeil — Sun, 26 May 2024 09:03:34 GMT

I am in Belgium currently and need to buy an EU roaming addon for my pay-as-you go monthly package. When I go to the page on my account it’s saying the page isn’t working, and has been saying this since yesterday.

Is there an alternative way of buying the roaming addon or can someone advise when the site will be fixed?

Re: Add-ons page not working and unable to buy roaming package

Chris_B — Sun, 26 May 2024 09:48:33 GMT

@ItsNotRealNeil Is that via online or via the EE app ?

Re: Add-ons page not working and unable to buy roaming package

ItsNotRealNeil — Sun, 26 May 2024 10:23:02 GMT

Happens on both and my wife is having the same problem.

Re: Add-ons page not working and unable to buy roaming package

James_B — Sun, 26 May 2024 12:22:42 GMT

Hi @ItsNotRealNeil,

Have you tried the text service?

For the daily add-on, text ROAMEU1D to 150 or for a seven day add-on text ROAMEU7D to 150.

James

Re: Add-ons page not working and unable to buy roaming package

XRaySpeX — Sun, 26 May 2024 13:50:35 GMT

Did you receive a msg upon arrival telling you about the charges for roaming in EU on PAYG? Did you buy 1 of the "Roam Like Home" add-ons to be able to use your UK pack allowances there?

Re: Add-ons page not working and unable to buy roaming package

ItsNotRealNeil — Sun, 26 May 2024 15:28:20 GMT

Text service does nothing, when I text ROAMEU7D it just sends the list of possible text commands and ROAMEU7D is not one of them.

if I text RO Belgium, I get a message saying ‘Good news you can now use your pack in the uk and roaming in the EU for no extra charge’. It seems like something is messed up at EE…

Re: Add-ons page not working and unable to buy roaming package

ItsNotRealNeil — Sun, 26 May 2024 15:30:06 GMT

Yes received the message and the Roam like home pack is exactly what I’m trying to buy, but ithe roaming pages on the site don’t work. It looks like the App is not working now either, it’s just says ‘Sorry we’re having problems showing you this page’ when I open it.

Re: Add-ons page not working and unable to buy roaming package

ItsNotRealNeil — Sun, 26 May 2024 15:51:04 GMT

I have the same problem, the page doesn’t work,

Re: Add-ons page not working and unable to buy roaming package

Christopher_G — Mon, 27 May 2024 06:55:20 GMT

Hi @ItsNotRealNeil

Is the roam abroad add-on showing in your active add-ons in your EE Online account?
Chris

Re: Add-ons page not working and unable to buy roaming package

ItsNotRealNeil — Mon, 27 May 2024 07:00:35 GMT

I ended up calling customer support and they added it to our accounts manually, so all working now. The page remains broken though so hopefully they fix it soon.

Re: Add-ons page not working and unable to buy roaming package

ItsNotRealNeil — Sat, 08 Jun 2024 09:59:11 GMT

The add-ons page is broken for me too and has been for a number of weeks now, just clicking on the page to view addons gives the below message. When I was abroad last week I had to call support to get my roaming addon.

I am going away again this weekend and already preparing to waste time on a phone call when I get there.

Re: Add-ons page not working and unable to buy roaming package

ItsNotRealNeil — Sat, 08 Jun 2024 10:23:22 GMT

I am unable to view or buy addons on my account due to the below error message, which has been appearing for weeks now both on the app and website. Is anyone else having this issue? I have a PAYG account with a monthly flex plan.

I am going away this weekend and will need a roaming pack and would like to avoid having to call support to buy my addon for me (again).

Re: Add-ons page not working and unable to buy roaming package

Leanne_T — Sat, 08 Jun 2024 12:31:43 GMT

Hi @ItsNotRealNeil

Thanks for coming back to us.

If you give us a call on 150, the team will get the add-on set up for you.

Leanne.

Re: Add-ons page not working and unable to buy roaming package

ItsNotRealNeil — Sat, 08 Jun 2024 12:39:18 GMT

Hi Leanne, I know I can do that but I'd like to know why the page isn't working, not really acceptable to have to phone customer support to get my phone working every time I visit another country. It's massively inconvenient. It's bad enough that I can't buy the addon before travelling, I have to find wifi and use the terrible app, and now I can't even do that.

Re: Add-ons page not working and unable to buy roaming package

Leanne_T — Sat, 08 Jun 2024 12:45:02 GMT

Hi @ItsNotRealNeil

Our mobile guides can certainly check why this message may be showing for you and help you get the add-on set up.

I have sent you a message on the community, if you could take a look and get back to me that would be great.

Leanne.

Re: Add-ons page not working and unable to buy roaming package

Biocron — Sat, 29 Jun 2024 13:38:54 GMT

Hi @Leanne_T

Here we are and the page is still broken. I am in the US and need the same roaming package. I did receive a message stating "Welcome to the US, do this to roam." Did not work. Guess I will need to call - @ £1.XX per call.

Re: Add-ons page not working and unable to buy roaming package

ItsNotRealNeil — Wed, 24 Jul 2024 08:08:06 GMT

Just making sure everyone knows, here we are over a month later and the issue is still not fixed. I am going away again in 3 weeks and will be switching provider if it isn't working by then.

Re: Add-ons page not working and unable to buy roaming package

Cs111 — Thu, 25 Jul 2024 19:25:50 GMT

Hi,

I have the same issue and I am heading to france. I may not be able to call 150. I just need the roam like home pack. Please help.

Thanks

Re: Add-ons page not working and unable to buy roaming package

XRaySpeX — Thu, 25 Jul 2024 21:38:08 GMT

@Cs111 : You don't need the add-on page. On arrival in EU you will receive a msg telling you about charges for PAYG roaming in EU & offering you to take up these add-ons.

Re: Add-ons page not working and unable to buy roaming package

ItsNotRealNeil — Tue, 30 Jul 2024 19:19:24 GMT

@Cs111 @XRaySpeX The text message will not work either. When I reply to the text a roaming command, it simply replies with a list of text commands (roaming is on the list). See pic. The only way to get it added will be to phone 150 when you are abroad.

The whole addons system is broken on our accounts.