Contacting EE from overseas without it costing a small fortune

[stephentree]

Hi all. Im trying to contact EE from Australia. I set up roaming before I came away and since I landed I've not been able to get any roaming. 

All I can find on the 'help' section is to call a UK number, which will no doubt cost a small fortune from the Australian SIM I've had to buy.

I've tried the live chat and all Im getting is 'wait whilst we connect you'. Waited for over 30 mins and nothing...

Disgusted by EE and found they're service has gone downhill the last 12-18 months. This will be my last contract with them

Any help much appreciated

[stephentree]

Hi all. Im trying to contact EE from Australia. I set up roaming before I came away and since I landed I've not been able to get any roaming. All I can find on the 'help' section is to call a UK number, which will no doubt cost a small fortune from the Australian SIM I've had to buy.

Tried the online 'help', which is pathetic, keep being told someone will help soon. So far waited over 30 mins and nothing.

Disgusted by EE and this will be my last contract with them

[bristolian]

Can you clarify what you mean by "set up roaming" before leaving the country? Are you on PAYG or pay-monthly?

PAYG is auto-enabled for roaming after your phone is used in the UK first, pay-monthly just needs the "international roaming" & "call abroad & premium rate" options enabled within your myEE online account.

[stephentree]

Pay monthly customer

You can set up roaming before you travel. Its 1 of my smart benefits so doesn't cost me anyone and I should be able to sue my phone here as normal as if I was in the UK

[XRaySpeX]

@stephentree : Try calling CS on the Freephone no. in my sig. on Skype over WiFi. It should be free.

[bristolian]

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@stephentree wrote:

You can set up roaming before you travel. Its 1 of my smart benefits so doesn't cost me anyone and I should be able to sue my phone here as normal as if I was in the UK

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What you're referring to there is a billing add-on. This is separate from enabling the roaming facility on your account, which is what your phone needs active to connect to local networks in foreign countries.

Adding a billing add-on does not automatically enable the roaming facility, and from what you're explaining, this hasn't been done.

Use the 0800 number in Xray's signature to call EE FOC over a web-calling app such as Skype.

[XRaySpeX]

@stephentree : As 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 add-on doesn't of itself activate roaming on your a/c.

Often just rebooting the phone is the simple remedy. Also try selecting a network manually rather than auto. Otherwise login to your MyEE account online & go to Menu > Account Settings > Parental and Data Controls > Roaming Abroad and also Call Abroad and Premium Rate. They will show as ticked if roaming and calling abroad is activated. If not ticked, can you activate these settings?

If you can't enable the Roaming Abroad and the Call Abroad & Premium Rate settings of your online MyEE, you will need to call CS. Try calling CS on the Freephone no. in my sig. via Skype over WiFi. It should be free.

[stephentree]

tried that, been waiting on hold for 45 mins then got a message saying office now closed. usual disgusting service from EE. I've just told my assistant to switch all our business lines over to another network when they come up for renewal

[XRaySpeX]

At this time of night? They close at 9PM. Try in the AM.

[stephentree]

I've tried calling within the uk hours and then got hung up on. guess I'll be back charging the fee's from my local SIM to EE when I get back. I've now also updated their social media to warn others of the service they can expect