Data roaming not working

[ElaineC70]

Hi, I’m just arrived in Spain and data roaming not working (I added the month roaming on yesterday). Can anyone help please as cannot call EE customer services?

[Chris_B]

@ElaineC70  Have you tried just restarting the device?  

[bristolian]

Data roaming simply means using mobile data whilst roaming. Does your phone show a connection to a Spanish network?

If so, are you able to make & receive calls or send & receive text messages?

Adding a billing add-on does not automatically enable roaming which is needed to connect to foreign networks, this is normally done by texting ROAMING to 150 before leaving the UK. Did you do this?

[ElaineC70]

Thanks for your reply - I’ve tried that but it didn’t work unfortunately

[ElaineC70]

Hi, thanks for your reply. I didn’t do that as I’ve used roaming before without issues. It’s very poorly worded as it says “Check you can roam” - I just assumed by adding the roaming it would work automatically. If you have to text 150 for it to work, then EE really  should make it clearer and say something like “to enable roaming you must text 150”.  There doesn’t seem to be a way of doing this without calling them, which I can’t do. 

[bristolian]

Enabling roaming on a SIM is a once-only process, once activated there's no reason for it to become deactivated. On the assumption it is already active, then you should receive a welcome text message when you first connect to a local network in any given country - and be able to connect to their networks.

Trying manual connections and restarting your phone are common troubleshooting methods. You can contact EE CS either by using another phone, or calling +44 800 0798586 over a web-calling app such as Skype - using any working internet connection.

[ElaineC70]

Thanks, in that case roaming should have been active as I used it last year but didn’t get a text when we arrived in Spain. I’ve tried restarting and connecting manually (can see available networks but can’t connect to them). Tried calling using another phone to be told agents are busy and there’s a 30 min wait (and assuming will be charged for the call). Tried to create a Skype account but this needs to be verified by text and cannot get texts either!  My only option is to log a complaint which will be answered in 7 days! Absolute joke - why is there no option to do this online. My husband is with Smarty and was able to activate his roaming from here no issues.

[Katie_B]

Hi @ElaineC70. 

I am sorry to hear this. 

Are you aware if your husband gets free roaming whilst in the EU? if yes, the call could be free but this is best checking with the network provider. 

Do you have access to Facebook/Instagram? our social teams can also look into this further for you.

Speak soon, 

Katie