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I cannot enable roaming whilst in the US

PaulMercer
Visitor

‎13-09-2022 09:27 AM

I requested a roaming smart add on after arriving in the US. I have waited two days but am still unable to toggle on roaming. In settings I have Roam only in Europe selected which I have never set up cannot change. Can you advise me on what I need to do to enable roaming in the US during the remainder of my stay please 

0 Helpful
6 REPLIES 6
Christopher_G
EE Community Support Team

‎13-09-2022 09:55 AM

Hi @PaulMercer

Welcome to the community.

You will need to speak to our Mobile Care team to get this fully enabled for worldwide roaming. A lot of people use VoiP services such as Skype when in the same situation. Try calling this number: +44 800 079 8586.

Chris

0 Helpful
XRaySpeX
EE Community Star
EE Community Star

‎13-09-2022 02:01 PM

@PaulMercer : As 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 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 login to your MyEE account online & go to Menu > Account Settings > Parental and Data Controls > Roaming Abroad and also Call Abroad and Premium Rate. They will show as ticked if roaming and calling abroad is activated. If not ticked, can you activate these settings?

If you can't enable the Roaming Abroad and the Call Abroad & Premium Rate settings of your online MyEE, you will need to call CS. Try calling CS on the Freephone no. in my sig. via Skype over WiFi. It should be free.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
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ColinFine
Investigator
Investigator
In response to Christopher_G

‎09-10-2022 06:29 PM

I'm in the same situation as @PaulMercer. When I arrived here and discovered it wouldn't look for local networks, I went searching and discovered "Enable roaming" buried under "Parental and data controls" and turned it on. That was two days ago, and it's still trying to find EE.

I tried ringing the support number, but it just tells me "Mobile network isn't available Connect to a wireless network to make a call", though I am connected to WiFi and have WiFi calling enabled.

I tried tweeting @EE yesterday, but I wasn't really expecting an answer.

 

0 Helpful
Jon_K
Former EE Employee
In response to ColinFine

‎10-10-2022 07:48 AM

Hi @ColinFine.

 

Are you trying to call through Skype when on WiFi?

 

If you don't have a signal, you won't be able to make a normal call.

 

Jon

0 Helpful
ColinFine
Investigator
Investigator
In response to Jon_K

‎11-10-2022 03:46 PM

No, I was trying to make a WiFi call. I wasn't aware at that point that WiFi calls are only available in the UK.

I eventually got help through Twitter. Thank you.

Christopher_G
EE Community Support Team
In response to ColinFine

‎11-10-2022 04:45 PM - edited ‎11-10-2022 04:45 PM

Thanks for letting us know, @ColinFine.

Enjoy the rest of your trip.

Chris

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