05-07-2024 12:34 PM
Needed to make an emergency call from Turkey purchased the 30min anywhere package to do this. Turkey is on the list of countries but I could not make any calls went through settings tried changing them still nothing. How do you get your money back
05-07-2024 12:37 PM - edited 05-07-2024 12:38 PM
Hi @Carl2010.
Welcome to the community.
Although you have purchased an add-on you will need to have roaming activated on your EE account.
Did you text ROAMING to 150 before travelling abroad?
Katie
05-07-2024 12:44 PM
Never new I had to do that only needed to make 1 emergency call. Had to borrow someones phone in the end. So you have to text to set up 30mins of calls not just a simple add-on
05-07-2024 12:50 PM
To use your phone outside the UK you will need to have roaming active @Carl2010.
Our customer care team can activate this for you if you have already left the UK.
Katie
05-07-2024 01:22 PM
Am in Turkey already, if I did not activate roaming am I still going to get charge for a service I could not use, have cancelled the package already without using it
Thanks for your fast reply
05-07-2024 01:25 PM
I'd recommend speaking with our customer care team as the charge will be applied to your account @Carl2010.
The team can be contacted via Live Chat that is in the EE app under Help.
Katie
05-07-2024 05:36 PM
Regardless of any billing add-on, your ability to get coverage abroad (which calls, texts & mobile data rely on) is dependent on roaming being activated - which allows your phone to connect to foreign networks.
On PAYG, this is auto-enabled once your phone is used in the UK first.
On pay-monthly, this needs to be enabled manually - usually by texting ROAMING to 150 before leaving the UK. Did you do this?
If you are on pay-monthly and now find yourself abroad without having enabled roaming, your only recourse will be to contact CS to request it activated. You can either contact +44 7953 966150 from another working phone, or +44 800 9566000 using a web-calling app such as Skype over WiFi.