Currently stuck abroad unable to contact EE

[Michaelh2]

Currently stuck in France with no signal and EE's live chat isn't working. Is there any other way to connect with customer services via WiFi (e.g. WhatsApp), as I'm stuck using the airport internet.

For context, roaming is on but not networks are available. I'm definitely in an area which would have coverage. Have restarted, ticked all boxes and checked in the app.

[Northerner]

Hi @Michaelh2 

Download Skype and use the number in my signature to contact EE over WiFi.

Thanks 

[XRaySpeX]

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 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.

[bristolian]

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@Michaelh2 wrote:

For context, roaming is on

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What leads you to believe this?

It's not something you can check using the myEE app (would be simpler if there was), and it's not the "data roaming" option on your phone's menu that many people confuse. This just means "I can use mobile data whilst already roaming"

If you 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 0798586 using a web-calling app such as Skype over WiFi.

[Michaelh2]

I had previously used roaming and requested it activated, though not specifically for this trip. But I've never before had to activate it for each specific trip; it's just happened as usual. Does it need to be reactivated every time?

[bristolian]

No, once activated it remains so unless you explicitly request it disabled. But you have provided good basis for roaming being enabled - many posters in similar scenarios don't, and that is often the reason.

When you say no networks are available, can you be more specific about which of the following scenarios applies.

1: You have performed a manual network search and no operators are available. EE cannot resolve this.

2: Other networks are available, but you cannot connect to them. Confirming the symptoms with each network in turn is useful and often resolves issues with one operator. If all fail, you may need to contact EE CS via another means, to report the problem.

[Michaelh2]

Thanks Bristolian (side note - you're proving infinitely more helpful than the EE rep I'm currently in an email thread with).

That makes sense. I've never had issues with this before, so it's deeply strange to have switched itself off.

If I navigate through to manually selecting networks, it shows a couple (Orange, Free etc.) but they're shown as forbidden and unable to connect.

[bristolian]

EE don't have email contact, I presume you mean a live-chat session.

You will need to report to CS that all operators are refusing manual connections - this may require some persistence but should ultimately require a fault ticket being raised.

You can either contact +44 7953 966150 from another working phone, or +44 800 0798586 using a web-calling app such as Skype over WiFi.