Help! Roam in Australia

[Bolt12]

Have enabled roaming before I left UK. Now in Australia. Have mobile data on, Telstra Mobile showing but cannot connect. 

can someone help?

[XRaySpeX]

Are you on contract or PAYG? Did you use 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.

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.

[Bolt12]

Thanks. Beyond frustrated tbh! Have enabled roaming and have a text message saying enabled. Have confirmed pass has been brought. Went into Telstra in Oz and they couldn’t get it working either. Tried 150 and is closed!!! 

Husbands is fine btw. We are monthly contracts. Can someone help. This was exactly what I was trying to avoid with EE

[Bolt12]

All numbers seem closed for Bank Holidays! Is there a Live Chat - anything???

[Leanne_T]

Hi @Bolt12 

Thanks for coming here. 

Our mobile care team are available from 8am UK time. 

Can you make calls and send texts? 

Leanne 🙂

[Bolt12]

So I reset phone.  Turned off wi fi in the hotel.  I then tried to call husband and got through but clearly that was using huge roaming charges.  I have a £30 limit set to my contract so strongly suspect I have used some of that.

No, I cannot make calls or texts.  Husband whose roaming pass is working just got one ring when he tried to call me and then a dead tone.

I am thinking something needs to be reset at EE end.  I have set data roaming, brought Roam Pass and had both confirmed via text.  Telstra is the automatic network set in Oz.  Chap at Telstra even tried other networks but just nothing and he concluded something has gone wrong EE end and to call them.  If only I could!  In desperation I got through to Lost and Stolen but he couldn’t help.  I was just so desperate and frustrated over this.  I told EE when I was going that I didn’t want exactly what has happened here…

[Leanne_T]

Thanks for coming back to me @Bolt12 

In this case, please get in touch with our mobile care team and they will be able to get this looked into for you. 

Leanne,

[Bolt12]

So after nearly 90 minutes with EE being helped by the call agents supervisor it looks like the latest update on IPhone was stopping it working.  Roam Pass had been purchased and all settings looked fine.  At the very end of the call when I was losing the will to live it was suggested that I make sure all updates were downloaded.  That seems to have fixed the data usage and I can send texts.  Still cannot make calls and I think the agent was confused as to whether I needed to put the country code in.  They then gave me an international code for the UK 0041 which I don’t think is correct.   Needless to say it didn’t work.  The down load was taking so long we had to finish the call and then EE thought it might be the Spend Cap was not allowing the Roaming Pass to work.  I didn’t think the Spend Cap had anything to do with the pass.  

So I think this is the best it can be.  I have refused to pay for the pass and they have taken it off the bill. 

Thank you for everyone who replied.  Much appreciated 

[bristolian]

There's also several popular misconceptions in here.

Roaming means using your phone on foreign networks, this is a network-level setting that can't be changed via your phone's menu settings.

Data roaming is just using mobile data over a roaming network. With roaming enabled on your account but this not set in your phone, you can still make & receive calls whilst on foreign networks.

The Roam Abroad pass is just a billing add-on which substantially reduces roaming charges in selected countries. Adding this does not automatically enable the roaming facility - which is a common source of confusion.