EE is causing me major grief abroad

[JoeMayn]

I’m in major need of help. EE is causing me so much grief. I arrived in Greece today and got the welcome to Greece message, you may use your plan for free still.. Brilliant!!  Crossing the hotel suddenly put me on a Turkish network which is extortionate!! Every single person with this issue was told to turn off automatic network selection and even EEs help page told me to do this.. but I have no options for this in my settings. When trying to figure it out I’ve accidentally cancelled my plan I think as I’ve got a message saying messages now cost £2.50 pm even when receiving and £2.50 for texts. I’m now worried to use my phone even when connected to the Greek network. My primary Sim option now says my number is no longer usable ok this phone and can be deleted??? When I turn the secondary sim off I just lose service. EE helpline was also useless and they needed my account number which I’ve got no way off accesses even when following their steps (the settings just weren’t there again) Any help would be greatly appreciated  

 

[Christopher_G]

Hi @JoeMayn 

Welcome to the community.

To select the network manually, you need to go to Settings > Mobile Network > Network Selection. Is it the eSIM that you have accidentally cancelled?

Chris

[XRaySpeX]

@JoeMayn : Texts are free to receive anywhere in the world.

[JoeMayn]

So when I go into setting all I get is what’s visible in the picture.. no option for Network selection, even when searched in settings. My SIM card stopped working first and the only one that worked was the eSim set up on a 2.50 per call and text (I realise now I called calls messages previously). I then cancelled the eSIM thinking that would stop that and my original plan would take over again but now I’m abroad with no service and because I couldn’t access my security details for customer support I now can’t proceed online either till I’ve come to a uk store with an ID. Really quite stressed and will be leaving EE  in the dust and never looking back as soon as I’m home. I’ve been suffering in silence with this rubbish service provider for far too long.

[Christopher_G]

I'm sorry to hear that, @JoeMayn 

If you have cancelled the eSIM and failed to pass a security check, there won't be any way to activate it until you're back in the UK.

Chris

[Chris_B]

@JoeMayn  EE didn’t delete the eSIM and EE didn’t setup your device.  The option to stop it from automatically connecting to a different network was there until you deleted the eSIM.   This would have been found in Settings>Mobile Services>Network Connection.  Then switch off Automatic.    EE had no part in your issue and this was user error so not such why you’re blaming EE.     

[JoeMayn]

Thought so, thanks for your time and the help anyway mate.

[VeeDubya]

I know this is a little late, but for next time to stop roaming connecting to Turkey when you are in Greece you need to txt ROAMEU to 150 - from EE site:

"You'll be charged international roaming rates if your device connects to a Turkish (non-EU) network while you're in Greece. To avoid this, activate EU-only roaming by texting ROAMEU to 150."

Also, I had an issue with my plan not activating from Greece (just got back) because my spending cap was set at £10.  I spoke to tech at EE and they advised me to remove the spend cap and then it worked.  I think I saw somewhere after that it needed to be set at a minimum of £20, but I wasn't going to mess with it after setting it up - maybe next time I go I will try £20 first, but removing it worked for me and my plan worked abroad as I have a Free EU roaming add on.  Hope you manage to get sorted.