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?

[Leanne_T]

Hi @Shauna2023 

Thanks for coming here. 

Did you text ROAMING to 150 before leaving the UK? The text would let you know if international roaming was set up you. 

Do you have any signal showing? 

If you manually search for a network do any show available? 

Leanne 🙂

[Shauna2023]

Thanks Leanne.

I didn’t text before as I left the uk as I’d recently been abroad and my roaming pass (or whatever it’s called was in place and working). When I got to Singapore I got a message confirming that it was place and advising of daily cost. I also kept getting a message telling me to buy a daily Roaming Add on. I tried doing that too. I still have no data and am having to rely on free Wi-Fi when I can access it but I need access when I’m outside/in transit too.

I have no idea why this is so difficult! 

[Shauna2023]

PS I have tried manually a few of the networks 

does EE have a preferred network?

my phone is otherwise set to automatic

[BPL1980]

Shauna2023, this sounds like an exact repeat of the issue I experienced several weeks ago. If it's any consolation, it was isolated to Singapore - travel since to Japan and Qatar has worked flawlessly.

I found that manually changing network then back to the preferred provider, briefly gave me data coverage, but not consistently. It could be that this works for you, too.

It's worth underlining that you will likely be charged daily for a data packet that you can't use (I was), so it's worth chasing this down with EE for refunds. My data packages just said "Time Ran Out" rather than "Data Ran Out" as you'd usually expect. Would also recommend reclaiming any costs for trying to reach customer service, as these were significant for me.

[Leanne_T]

Hi @Shauna2023 

Can you make calls and send texts? 

You can select any available network to see if this works for you and change back to automatic. 

Leanne.