Nightmare

[Irate1]

Travelled to America 

Phone won't connect to a network, neither at&t or t-mobile

No phone, no text, no data and I paid for us roaming. Have logged onto hotel WiFi but can't ring EE as WiFi calling doesn't work, can't email, can't setup ee app because it needs to send me a pin.

Did manage to get chat on small business but couldn't help. My company uses two factor authentication so no laptop either. Likely to be a wasted trip - hate EE for not thinking about what happens when things go wrong on their end.

EE community is last resort to try to get help (yes ive tried manual and automatic network detection)

Does anyone know how to raise a technical fault with EE given i can only use WhatsApp to call but I can use email???

[Irate1]

They're technical support are good if your phone works if it doesn't you are in big trouble as they seem to have no way to get help in these circumstances

[bristolian]

Enabling a billing add-on as you seem to describe, is separate to enabling the roaming facility which allows your phone to connect to foreign networks. That is free of charge, and I suspect is what you've not done.

Log in to your myEE online account or app, and navigate to "parental & data controls" - you need to ensure that "International roaming" & "Call abroad & Premium rate" are both enabled, I suspect they won't be.

If for whatever reason you're not able to, then you'll need to contact EE C/S to do so - try using +44 800 0798586 from a web-calling app such as Skype.

[Chris_B]

@Irate1   You don’t pay for roaming it’s an option you enable via the account the device is on.  You might pay to have an add on that allows you to use your allowance while there but that’s all you pay for.   Having roaming enabled on your account and purchasing adds on are not the same thing.   

Nothing has gone wrong at EEs end it’s your account that you setup so you can use roaming.  Or you check to see if it’s ok before you leave the UK and that’s done by texting ROAMING to 150

 you can login to your online account (not the via the app ) that the device is on you can enable roaming on your account.  

you can access your account HERE 

[Irate1]

I have roaming enabled but your link doesn't work because I cant create an account because it wants to verify my device with a pin it texts to the phone which I cant get...

[Chris_B]

@Irate1  How do you know roaming is enabled on your account if you haven’t set one up.  You need to access an account to see this. 

[bristolian]

If for whatever reason you're not able to, then you'll need to contact EE C/S to do so - try using +44 800 0798586 from a web-calling app such as Skype, or +44 7953 966250 from any working phone.

[Schockwave]

@Irate1 , just to add, wifi calling will only work in the UK, not abroad, so that is why you cannot use it, but it is up to you to make sure that roaming is all set up before going abroad.

[Irate1]

Because my IT manager in the uk has been in and set this up. Then my hr manager has gone and checked as well

[Irate1]

Thankyou this is the first piece of real help! I dont have another phone but will have tomorrow evening 🙂