topic Re: Roaming in SIM cards & Porting

Roaming

Howsnel — Mon, 08 Jan 2024 13:22:57 GMT

I have a no frills SIM on a monthly contact. Can I still use roaming?

Thank you.

Re: Roaming

Chris_B — Mon, 08 Jan 2024 13:39:02 GMT

@Howsnel Yes. You just need to text ROAMING to 150 to activate roaming and depending on where you are going purchasing a add on to keep costs down,

Just text RO “ country you’re going to”to 150

ie RO SPAIN

Re: Roaming

Howsnel — Mon, 08 Jan 2024 14:30:36 GMT

Thank you. I am actually in Ghana at the moment so I cannot send a text.

However, I have asked the assistance people over and over again to set up roaming. They say they will but nothing happens. So far, I do not have it, so I though maybe there was a restriction on my account.

I am at a loss as to know what I can do.

Any ideas? I have already spent 18 hours trying to communicate with them.

Many thanks

Re: Roaming

Katie_B — Mon, 08 Jan 2024 14:41:57 GMT

Hi @Howsnel.

Did you speak with our customer care team on 150 to set up roaming before leaving the UK?

Alternatively, this could have been done by texting ROAMING to 150.

When arriving in Ghana did you receive a welcome text from EE?

Katie

Re: Roaming

Howsnel — Mon, 08 Jan 2024 14:43:44 GMT

No, I am trying to set up roaming now that I am in Ghana

Re: Roaming

Katie_B — Mon, 08 Jan 2024 14:46:21 GMT

Hi @Howsnel.

Do you have access to the EE app?

If yes, please let us know if the Message us option appears under 'Help'

Katie

Re: Roaming

Howsnel — Mon, 08 Jan 2024 14:49:34 GMT

Yes, I have already spent 18 hours trying to get roaming set up.

I do not need the internet, just to be able to receive texts and make local calls. Is that possible?

Thank you

Re: Roaming

Katie_B — Mon, 08 Jan 2024 14:52:00 GMT

Roaming will need to be active to be able to make and receive calls and texts @Howsnel.

When you speak via Live Chat what is advised?

Katie

Re: Roaming

Howsnel — Mon, 08 Jan 2024 16:32:58 GMT

No, I used "message us."

However, after around 20 hours of trying, 6 or 7 "assistants," being told by the assistant that they would set up roaming for me, offer a data package as compensation because of all the hassle, told catagorically that I cannot get roaming in Ghana, it would take 12 hours to become active, it would take 24 hours to become active ...............and so on.

I could not have imagined that I would get such a truely appalling service from EE!

Finally, the last assistant has resolved the issue. so a big thank you to him!

And thank you to you as well!

Best wishes

Re: Roaming

Katie_B — Mon, 08 Jan 2024 16:34:40 GMT

Thanks for coming back and letting us know @Howsnel.

I am sorry to hear how long this has taken to activate.

If you have any further questions please be sure to let us know.

Katie

Re: Roaming

Howsnel — Mon, 08 Jan 2024 19:04:03 GMT

Actually, in the end, it was around 25 hours, over four days to resolve this issue.

Do you think that is how it should be? Maybe I am just old fashioned, but I would have expected better.

I gather there was a case openned, so I will see how that developes, if at all.

Thank you

Re: Roaming

Chris_B — Mon, 08 Jan 2024 19:25:09 GMT

@Howsnel This is why you activate roaming while in the UK. It’s an account setting that has to also filter through the roaming networks when you are abroad.

Re: Roaming

Howsnel — Mon, 08 Jan 2024 20:31:52 GMT

If that is the case maybe you should make your assistance aware of it so they understand the situation, instead of telling me they will active roaming, not once, or twice, but I think 5 separate times, as if it had not been activated. Surely they would have checked the situation?. And then, of course, there was the one who was absolutely adamant that I could not have roaming at all in Ghana.

What exactly do you mean by "filter through the roaming network?" What is that process and how long does it take?

And it's strange it became active a few minutes after the assistant who eventually resolved the problem said that he would get it sorted out? After a three day wait that is quite a coincidence!

And again, if this is the case, why have I been offered compensation for the trouble I have had, on two separate occasions? Although the compensation I have been offered, both times, was completely useless to me.

Thank you