Roaming on shared sim

[Spiteri99]

My daughter has a shared SIM on my account, and I contacted EE via chat a few months ago as we’d booked a trip to the USA. I was considering moving her to her own account because we hadn’t been able to use roaming in her shared account in the past. The assistant told me roaming was definitely available on a shared sim and she just needed to make sure she sent ROAMING PASS to 150 as well as me. I wasn’t convinced but they were adamant. They just said “maybe you just didn’t ask last time”. 
However, yesterday we sent our roaming pass messages. Mine came back fine but hers said she wasn’t eligible. 
I’m so cross - I’d have changed her account if they’d told me this originally. Can anyone from EE do something to add roaming to her sim?

[bristolian]

You can add the roaming facility yourself - login to your daughter's myEE online account or app, navigate to "parental & data controls" and make sure the following 2 options are enabled:

1: International roaming

2: Call abroad & premium rate

If, for whatever reason, you aren't able to do so - your daughter will need to call EE C/S to enable the facility.

Adding the roaming bundle is a separate thing and it's ROAM FURTHER you need to text - see this EE help page 

[Spiteri99]

Thanks. You’re right, it does say roaming is blocked on her account, but when I try to change it, I get the message “there seems to be a problem” and won’t do it. That or the international calls toggle.
Oddly enough, when I switch into my account it says roaming is blocked for me too. But my roam further pass was activated yesterday. 
Maybe a call to customer services is the best option😕. 
Thanks for your help. 

[Schockwave]

@Spiteri99 , that is your best option, to ring customer service to make sure roaming, call abroad and premium rate calls are all enabled. Several of us have it blocked on My EE, but when we have rung customer service, they were able to confirm it was enabled. It appears to be something to do with the app, as I have always had enabled in the past, and this started to happen at the end of last year beginning of this year, for some reason.

[Spiteri99]

Thanks both for your replies and suggestions. 

I’ve just had a lengthy talk with customer service. It seems that I was right that a roam further pass is not possible on my daughter’s sharer sim as we’re on a really old contract. 

They were very helpful and offered to switch us onto separate sims which would allow the pass, but then we’d have to buy the pass for EU roaming too, which currently is free for us. 

So we’re going to try to manage with my daughter only using wifi and me putting my hotspot on when needed. 

It’s just frustrating that I knew this back when I originally contacted EE but they were absolutely adamant that it was possible. 

[Northerner]

Hi @Spiteri99 

Have a look at the SIM only smart plans. The roaming add on is usable in the US and EU. The smart plans are good value and have god benefits when you're not traveling.

Thanks