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I have been accidentally disconnected after upgrading to roaming

EdwardNotHappy
Investigator
Investigator

‎14-08-2025 11:13 AM

I have just called to upgrade my plan to include roaming.

I have now been disconnected completely and cannot use my phone to make any calls which is affecting my business and ability to make a living today.

I cannot get hold of EE or speak to anyone to rectify this.

This is the text I received just before I found out I can’t call anyone, use my data etc. I am currently having to stay home to use WiFi to try and communicate with EE but having no luck.

Unfortunately I work outside and now can’t go anywhere until this is resolved.

Below is the text I received and is not good enough. EE please resolve and contact me immediately!

“hi sorry the call cut off, ur plane will take place tomorrow unfortunately u will not able to make calls and my manager has add 20 to ur account for that sorry“

0 Helpful
12 REPLIES 12
XRaySpeX
EE Community Star
EE Community Star
In response to Matt_124

‎14-08-2025 12:33 PM

@Matt_124 : Point taken. Very unprofessional!

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 Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

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
Schockwave
EE Community Star
EE Community Star
In response to EdwardNotHappy

‎14-08-2025 12:33 PM

@EdwardNotHappy , please keep us updated, hope you get it sorted. Not sure why they would have cut you off, not usual to do so.

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using web based app or another phone: +44 800 079 8586 or +44 800 956 6000.
0 Helpful
Peter_W
EE Community Support Team

‎14-08-2025 01:59 PM

Good afternoon @EdwardNotHappy.

Welcome to the EE Community. 

It's definitely possible for our Guides to send a message via your account, like @Matt_124 mentioned. 

It's not immediately obvious to me how a change to your roaming settings can have left you without service, though. 

Have you always been on a contract and opted to change your plan / apply an add-on, or were you on pay as you go and we're moving you across?

Peter