EE Help!!

[Kelmich]

I am writing here, as I am overseas and trying to contact EE... I did buy roaming pack but had great difficulty actually accessing it... in fact- I got no calls or data or text messages from it.. both times. I did actually contact ee at the time and was able to get through to them via phone call to try & rectify the situation- to no success. Prior to purchasing the roaming package, I had already contacted ee in store, to have my daughters phone line removed from my bill as she is now 18, They said we needed to be together to process this. My daughter phoned from Uni, and was told it cannot be changed unless I cancel her phone line.. I called Ee, who told me I cannot do anything without her permission even though I am the account holder.  Since then, I have been charged a bill, I have tried to contact ee again, to tell them that she has already phoned and given her consent to taking responsibility of her phoneline- but because my bill is overdue now, I cannot call out- I cannot contact ee apart from here, as texting 150 brings no results. The bill is rising, I cannot call out anywhere nor do I have any data and this bill will keep rising because I cannot access ee to cancel the 816 number nor pay my bill and I am getting extremely frustrated, not only did I waste my money buying roaming packages that gave me nothing, I can't even seperate my daughters bill and I am being charged for everything - I do not consent to that! 

[Schockwave]

Hello @Kelmich ,

Welcome to the community,

Are you on pay as you go or contract? If on contract did you activate roaming on your account before going abroad? If not, then you will have to ring customer service to get this activated. See my signature for ringing them.

If on pay as you go, did you use you use your SIM card before going abroad? If not, then you will have to wait until you return to the UK.

Did you receive the welcome message when arriving overseas?

Do you have signal, have you tried doing a manual search? Often just rebooting the phone will kick start the signal.

[bristolian · Accepted solution]

Your post is a little hard to follow, but I think you are reporting 2 separate issues.

1: Roaming ability - regardless of any billing add-ons, it is the free roaming facility which enables access to foreign networks and thus having coverage abroad. On pay-monthly, this is normally activated by texting ROAMING to 150 before leaving the UK. Did you or your daughter do this? If not, your symptoms are explained.

2: You appear to require a legal change of ownership. The process is explained under "transfer to a friend, colleague or family member" under https://ee.co.uk/help/profile/manage/change-my-account-in-the-case-of-a-life-event 

You should be able to separate the donation & receipt elements of the transfer by means of the donor calling & being given a password for the recipient to quote on a separate call. Until a transfer is completed, then the current account holder is rightly responsible for all charges.

[XRaySpeX]

RE: Roaming: Are you on contract or PAYG? Had you used that SIM for making calls or texts in UK before you left to go abroad?

If you are on contract, did you activate roaming on your EE a/c before you left UK by texting ROAMING to 150? Having a roaming billing add-on doesn't of itself activate roaming on your a/c. Having roaming activated on your EE a/c, not just on your device, is crucial to using your contract SIM abroad.

Often just rebooting the phone is the simple remedy. Also try selecting a network manually rather than auto.

Otherwise if you are on contract you need to call CS to get your roaming activated. Try calling CS on the Freephone no. in my sig. on Skype over WiFi. It should be free.

RE: Daughter: The current owner of the contract, you, wishing to be moved needs to call CS with both of you available on the line to effect a change of ownership. The other person will need to pass a credit check. They will then be paying for that contract. If you can't do it together CS will give the current owner a password for the other to quote when they call.