EE Data Roaming Doesn’t Work - and Zero Customer Service

[BPL1980]

Have been in Singapore since Thursday. Received automated EE message saying my phone is setup for worldwide roaming and that I have a mobile data pass. I do a globetrotting role and have never had the problem - including last year in Singapore.

Data roaming has worked briefly, twice, in five days. Otherwise, no mobile data and no opportunity to purchase any. Automated call back system has not called back. Escalation has not worked as managers are not on the floor of the call centres. 

Have spent a total of 114 mins in queues trying to speak to somebody. Finally got through on Monday to tech support - and their system was broken, so they couldn’t help. Still no data service. 

Mobile service and customer service have been appalling. And each time you call, you have to listen to the automatic message saying customer service matters to EE! 

Can anybody help with a solution? Or a way to speak to somebody at EE?

[Christopher_G]

Hi and welcome to the community, @BPL1980 

If your phone has worked before abroad, it's set up for international roaming. Is it possible you've hit a spend cap that you have on your account?

Have you tried manually connecting to a different available network?
Chris

[BPL1980]

I tried switching networks manually - no reception on any of them. However, when reverting to the originally selected network, the mobile data was then available. So a workaround at least, but not a "fix" per se.

I was waiting on two call-backs yesterday from EE - one from tech support, one from a supervisor. No calls came, but I did receive a text message saying (erroneously) that they had tried.

It feels like iPhone 15 has basically stressed the EE system so much that it's fallen apart!

[Leanne_T]

Hi @BPL1980 

Thanks for coming back to us. 

Can you make and receive calls and texts on the network you have selected? 

Leanne. 

[BPL1980]

No, the alternative networks didn’t have any functionality, unfortunately. And the “workaround” failed an hour or so later.  

[BPL1980]

Plus unfortunately, still no contact or correspondence from EE to resolve the issue. 

[Leanne_T]

Hi @BPL1980 

Sorry if you are unable to receive calls the team would be unable to contact you to get this resolved. 

If you call us from any other phone on +44 (0)7953 966 150 and select the option to speak to one of the team they will get this looked into for you. 

Leanne. 

[BPL1980]

The automatically selected network was able to make/receive calls and receive texts. It simply didn’t have any data connectivity. So that doesn’t explain the lack of call back. I had a text saying EE had tried to contact me - but no missed calls. I have spent a total of nearly two hours trying to reach EE over the past five days - and only managed to speak to somebody twice. The first time, they hung up on me. The second time, the EE systems were not working and they promised to call me back - which didn’t happen. 

[Leanne_T]

I see @BPL1980 I am sorry you did not receive the call back. 

Please try calling us again when you can and the team can get this investigated for you. 

Leanne. 

[Shauna2023]

I have had the same problem for the past two weeks - limping along using Wi-Fi where safe/available (though I think this has been the reason I have had some scams appear!). My account is set up for travel/roaming and it worked fine abroad earlier this year.

what’s the issue in Singapore? And how to solve it?