Can't connect to network in the US

[jenyoung7]

My phone won't connect to a network here in the US even though I should have service, have roaming. I have turned phone off/on, wifi off/on, roaming off/on etc. Tried automatic network selection and manual and still nothing. This needs to be solved asap and I cannot get in touch with anyone via the phone numbers listed online. 

[jenyoung7]

I have this issue now and can't reach anyone at EE to help out. I've tried all the numbers listed online and can't get through. This needs to be fixed for me asap. I have roaming packages/add ons so I should be able to use the phone with mobile service no issue. 

[Schockwave]

@jenyoung7 , did you make sure that roaming is enabled and call abroad and premium calls are enabled? You can check all this via the My Ee App or via the website, this you can do if you are on contract with EE. 

If  not you will have to ring customer service, which you can do using Skype, here is the free number:

https://ee.co.uk/contact-ee/account-billing/mobile

[jenyoung7]

they aren't and i just get an error when i try to enable them that says contact 150 yet I can't.. I can't get a call to any of the numbers listed and can't get skype to call that number either. 

[XRaySpeX]

Why are you unable to get Skype? Why not on the device you are doing this?

[jenyoung7]

Because my company doesn’t want Skype on the phone and I don’t want to have to buy credits to make the call. It shouldn’t be so difficult to get in touch w EE support.

[Schockwave]

@jenyoung7 , there is a free number you can ring using Skype, so no need for credit. I am not sure what you expect, EE is a UK company, always best to make sure before going abroad that everything is set up correctly.

If you are on contract, then there is live chat, but you will still have to wait until opening times in the UK, as there is no-one there out of hours to help.

[James_B · Accepted solution]

Hi @jenyoung7,

If you're using a company phone, you may not have permission to update your roaming settings - resulting in the error message you're seeing.

Please ask the person who manages the business account to contact EE to activate roaming.

Thanks

James

[jenyoung7]

It wasn't ringing as free- skype was charging for it. I tried from an office line which has international service and it wouldn't go through properly. I finally had to have my sister call EE as she is in the UK and she had to conference me in. Then the person had to provision the account even though I have the right add ons etc. Bad process, but at least it is working now. 

[jenyoung7]

It isn't a company phone but I have a work profile on it and we have certain restrictions.