topic Bit of a contact loop in Roaming

Bit of a contact loop

Sustech — Sun, 28 Dec 2025 11:06:20 GMT

Went to Japan earlier this month. Purchased a World Passport (unlimited calls and texts, 1Gb data per day) add on so I can use my phone over there. Landed, turned phone on, data service only and no calls or texts.

This is where I found the infinite contact loop. Tried to log onto EE to find out what to do. "we are sending you a text code". This is obviously not going to get to me. Couldn't find any other way of contacting EE. No phone, no text. Luckily I could connect to WiFi most of the time and the data service did work. My wife tried to talk to EE in the UK but was rejected a number of times. Just got the bill, have I got rights to go back to EE and ask for a reduction in the roaming charge seeing that I didn't get the whole service?

Re: Bit of a contact loop

XRaySpeX — Sun, 28 Dec 2025 11:42:01 GMT

@Sustech wrote:
"we are sending you a text code". This is obviously not going to get to me.

Not obvious! Sometimes even when you can't send texts you are able to receive free texts.

As you are on contract, did you activate roaming on your EE a/c before leaving UK by texting ROAMING to 150? Having a roaming billing add-on doesn't of itself activate roaming on your a/c.

Re: Bit of a contact loop

Sustech — Sun, 28 Dec 2025 11:46:52 GMT

No texts received. Looks like no network connection, even though I had data.

Yes, roaming was activated.

Re: Bit of a contact loop

XRaySpeX — Sun, 28 Dec 2025 11:53:08 GMT

@Sustech wrote:
Yes, roaming was activated.

How & where? Do not confuse your roaming ability with your device settings for roaming.

Re: Bit of a contact loop

Sustech — Sun, 28 Dec 2025 11:55:22 GMT

In the UK, before leaving. Always make sure before leaving the country. Have been away a few times this year.

Re: Bit of a contact loop

Sustech — Sun, 28 Dec 2025 11:59:36 GMT

Anyhow, if I was getting the data service from this World Passport then the calls and texts should also have worked as on same plan. The bit I am getting at is the difficulty of contacting EE when you don't have the means to receive pass codes. No option to use WhatsApp or email.

Re: Bit of a contact loop

Schockwave — Sun, 28 Dec 2025 12:43:17 GMT

@Sustech , have you done a manual search for a network?

Also did you receive the welcome message from EE?

Re: Bit of a contact loop

Sustech — Sun, 28 Dec 2025 13:06:32 GMT

The Japanese network appeared in the Network Operators section of the Mobile Networks in Connections, so was connected. As I mentioned, I had data but no calls or texts, so no welcome message from EE.

Re: Bit of a contact loop

Schockwave — Sun, 28 Dec 2025 13:26:21 GMT

@Sustech , if you switch of automatic network and then try the different networks to see if you receive the welcome message and can make calls and receive text? You may have data showing, which shows you have roaming enabled, but we always advise customers to do a manual search for a network, in a case like this.

Re: Bit of a contact loop

Sustech — Sun, 28 Dec 2025 15:12:06 GMT

Duly noted for next time.

I'll probably get a local sim or Esim next time.

Re: Bit of a contact loop

Schockwave — Sun, 28 Dec 2025 22:28:59 GMT

@Sustech , whether you have a physical SIM card or ESIM, the result will be the same, it makes no difference, as it has to do with which network gives you all the possibilities, and we have seen that customers, who do a manual search for a network, may find one that works for data and making and receiving calls and text.

Re: Bit of a contact loop

Debbie_G — Mon, 29 Dec 2025 14:07:06 GMT

I'm sorry to hear about the issues you had while in Japan, @Sustech.

I’d recommend contacting our team, they will be able to review the charges for your add-on and help further.

Debbie