Highlighted
by Spencermc Investigator
Investigator

Dat Roaming Add On failed to work

At the time of posting this in a different community area, I has 10 hours left on a data add on I purchased and it then stopped working. I reset my phone, all settings etc but when not in a wifi area I get the fail to load page message, even when I try to access the data access portal to check its status. I was in areas of good reception picking up 4G.
I am naturally be very cross if I have bought a time limited package which I could not use. Packages I have used on previous days have worked fine.
1 SOLUTION

Accepted Solutions
by
EE Community Support Team
Solution

Re: Dat Roaming Add On failed to work

Thanks for the quick reply @Spencermc

 

I can send you a link to chat they will be able to get this sorted for next time and look into a refund.

 

I have sent you a private message with a link to chat.

 

Hope this helps you out Smiley Happy

11 REPLIES
by
EE Community Support Team

Re: Dat Roaming Add On failed to work

Hello there @Spencermc.

 

Thanks for coming back to us for help with the add-on.

 

As the previous post James has replied to.

 

Are you with us on contract or pay as you go?

 

Also can you make calls/texts ok?

 

Thanks very much.

by Spencermc Investigator
Investigator

Re: Dat Roaming Add On failed to work

I am on contract. 

 

I didn't try to make any calls or text since I had no need to do that and didn't want to incurr charges. I was connected to a 4G network. 

 

I am now back in the UK and am concerened that when I go abroad again, I will have the same issue. I obviously want to have confidence in the service. Also frustrating that I bought something that I couldn't use. Can I apply for a refund?

by
EE Community Support Team
Solution

Re: Dat Roaming Add On failed to work

Thanks for the quick reply @Spencermc

 

I can send you a link to chat they will be able to get this sorted for next time and look into a refund.

 

I have sent you a private message with a link to chat.

 

Hope this helps you out Smiley Happy

by rachelchung
Explorer

Re: Dat Roaming Add On failed to work

Hi, I am having pretty much the same issue. I purchased a weeklong roaming extension, and it hasn't worked at all. I've checked all my settings, restarted my phone, etc.

by Grand Master
Grand Master

Re: Dat Roaming Add On failed to work

@rachelchung  Did you enable roaming on your account before you left the UK ?  Purchasing add-ons doesn’t enable roaming.  

by
EE Community Support Team

Re: Dat Roaming Add On failed to work

Good Morning @rachelchung.

 

Welcome to the community.

 

As @Chris_B has suggested, have you made sure the roaming feature is enabled? You can do this in your My EE Account.

 

Where are you currently roaming?

 

Hope to hear back from you soon.

 

Jon

by rachelchung
Explorer

Re: Dat Roaming Add On failed to work

Thanks for the reply. Roaming is enabled, and I'm in the US.
by Grand Master
Grand Master

Re: Dat Roaming Add On failed to work

@rachelchung  Is that roaming is enabled on your account or data roaming on the device?  

by rachelchung
Explorer

Re: Dat Roaming Add On failed to work

Yes, it's always been enabled.
by
EE Community Support Team

Re: Dat Roaming Add On failed to work

Hi @rachelchung.

 

Which roaming add-on did you buy?

 

See our roaming add-on page >

 

Jon

 

by Grand Master
Grand Master

Re: Dat Roaming Add On failed to work

@Spencermc  Have you turned on data roaming in the device settings? It’s in settings>Mobile data>Mobile data options. 

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