In Poland. I can only use phone on WiFi. Can’t use my date or make any calls.

JoannaJoJo · ‎07-08-2022

Can’t use my date to use internet. Can’t make any phone calls. Customer service can’t help me and I really need HELP. I can only use my phone to communicate while connected to the internet.

Schockwave · ‎07-08-2022

Hello @JoannaJoJo ,

Welcome to the community,

Are you on pay as you go or monthly contract? Did you use your SIM card before travelling to Poland, as they would need to be activated in the UK first and if pay as you go, need to have made a chargeable call or text first?

If pay as you go, you need to make sure that you have enough credit on your account.

On contract, did you make sure that roaming, call abroad and premium rate calls are enabled. You can do this by logging into your account either via the website or the My EE App, click on settings. If you are unable to enable this, you will have to contact EE to get them to activate this.

If you have Skype, there is a free number you can ring, click on contact EE above and click on the one that says in the UK.

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using Skype or another phone: +44 800 079 8586 or +44 800 956 6000.

Northerner · ‎07-08-2022

Hi @JoannaJoJo

Why can CS not help?

Thanks

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone. You can call Freephone +44 800 079 8586 on Skype

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.

JoannaJoJo · ‎07-08-2022

I don’t know. They told me what to do but nothing seems to work. And now I can’t even dial 150 from my phone. I had this problem last time but it was sorted, unfortunately not this time.

Schockwave · ‎07-08-2022

@JoannaJoJo , do you have Skype? You can ring EE customer service, there is a free number and they should be able to help, not sure that 150 would work whilst abroad though.

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using Skype or another phone: +44 800 079 8586 or +44 800 956 6000.

Leanne_T · ‎08-08-2022

Hi @JoannaJoJo

Thanks for coming to the community.

Do you have a pay monthly account?

If so, can you try logging into your My EE account online go to Menu > Account Settings > Parental and Data Controls > Enable Roaming and also Make calls abroad from the UK, do they show as ticked?

Leanne.

JoannaJoJo · ‎08-08-2022

I can’t see parental options in my settings. I’ll buy a new SIM card today. As I tried everything.

Leanne_T · ‎08-08-2022

Hi @joannejojo

Did you log into your My EE account online and not the app?

Do you have a pay monthly or pay as you go account?

Leanne 🙂

Chris_B · ‎08-08-2022

@JoannaJoJo as your in Poland did you use that EE SIM card in the uk first? You can not activate a uk sim when out of the uk as it has to be activated when in the UK this can not be done through a roaming network.

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

JoannaJoJo · ‎08-08-2022

Yes yes. I had active sim

in the UK. I’ve been with EE for years. I had the same problem last year but they sorted when I rung CS. Unfortunately not this time.