Issue with activating Roaming

stuf83 · ‎10-10-2022

Hi,

Both myself and my partner have the same issue so wondering if this is a known issue at the moment as wait times to get through to CS are stating 30mins+?

I've always had roaming and international calls allowed on my account and the other day I noticed both state blocked now. I've tried to activate on the website and My EE App and it tells me there is an issue and to text info to 150 to make the changes. However, when text roaming to 150 it states I have EU roaming only and international calls are blocked. If i text "Roaming full" it states it has changed it but nothing changes on the app or website and also if i then text "roaming" to 150 again it states I only have EU roaming so something isn't right. Given my partner has the same, can anyone confirm if they face this issue and if its being worked on before i spend all that time waiting to get through to be told the same?

Leanne_T · ‎10-10-2022

Hi there @stuf83

Thanks for coming back to the community.

This would need investigated for you by our mobile care team, please call us on 150 and the team can open a support ticket for your My EE showing roaming blocked.

Leanne.

Schockwave · ‎10-10-2022

@Leanne_T , many customers have this problem, I have this, but my account when I rang them before going abroad, was told it was enabled. I believe this started last year, and does not seem to be rectified, for some reason, I think this does need looking into, fortunately not all customers have this, but many do, have always had roaming, 27 years now, since I joined, when it was Orange!!!

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 · ‎10-10-2022

Thanks @Schockwave

If you can give us a call the team can raise a support ticket for you, this would be looked into by the relevant team.

Leanne.

Schockwave · ‎10-10-2022

Thank you @Leanne_T , I raised this when I went on holiday and it still has not changed, not a problem at present, have just changed to a sim only contract, and when I go abroad will speak to them then, as it worked ok when on holiday. Strange, as this is only happened when others mentioned it and I took a look, as you do at your settings on occasions.

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.

XRaySpeX · ‎10-10-2022

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

stuf83 · ‎11-10-2022

Hi @Leanne_T

I called CS and its a known issue that is being worked on but was a long wait to get through. Surely there should be some sort of update posted on here as this is driving calls in when its a known issue?

Anyways, no timescales to fix at present which is disappointing but least its being worked on.

Leanne_T · ‎11-10-2022

Thanks for coming back and letting us know @stuf83

The team would be able to check your account and run through some troubleshooting to add your details to a support ticket, if this was required.

Leanne.