In Mexico and cannot connect to local Movistar network my wife’s phone updated

[Stafford5965]

My 11 won’t connect to service providers my wife’s has the 150 number won’t connect over WiFi help 

[Leanne_T]

Hi @Stafford5965 

Thanks for coming here. 

Can you try logging into your My EE account online go to Menu > Account Settings > Parental and Data Controls > Enable Roaming and Make calls abroad from the UK > Do they both show as ticked?

Leanne. 

[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 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.

PAYG is auto enabled for roaming as long as you've used the SIM in the UK previously. You won't see any of those settings & don't need to change anything. If outside EU, do you have enough credit for making calls & texts from abroad?

[Stafford5965]

Hi no the box won’t tick it just flies back I’m now stuck with no phone to use 

[Stafford5965]

Thankyou but it won’t allow me to make any calls even though I’ve ticked the boxes I’m a frequent traveller but this is terrible all the settings appear right but I cannot get in touch with ee

[XRaySpeX]

Then time to call over Skype.