No service abroad

[egg10]

Hi I’m in Korea and have not been able to connect to any service. My husband is also on EE and it’s working for him no problem.

I have tried turning on and off, manually selecting a network, checked spend cap and roaming settings on my phone and EE. Please help as I need to use and receive calls asap and the chat is no use just directs me to text or call which I can’t do!!!! 

Thank you.

[Katie_B]

Hi @egg10. 

Welcome to the community. 

Before leaving the UK did you activate roaming by texting ROAMING to 150?

Katie

[egg10]

Yes I’ve done this previously and have used it abroad with no issues.

[Katie_B]

Thanks for getting back to me @egg10. 

Did you receive a welcome text when you arrived in Korea?

Katie

[egg10]

No I didn’t, my husband did though.

[Katie_B]

If you have not received a welcome text this would indicate roaming is not active on your account @egg10. 

When was the last time you used your phone abroad?

Does your phone show you are connected to a network?

Speak soon,

Katie

[egg10]

How can I activate roaming then?

The last time was in Septmeber in Denmark.

No I have No service.

[Katie_B]

Have you made any changes to your account since September @egg10?

Are you accessing live chat through the EE app under 'Help'?

You would need to speak with our customer care team so they can ensure roaming is active. 

Katie

[egg10]

No I have made no changes and my husband has not either so I don’t understand why it’s not working for me.

I have access to ‘message us’ under help but it’s the digital assistant - can I connect to live chat there?

[Katie_B]

Thanks for confirming @egg10. 

That's right, you can access live chat by selecting 'Message Us'. 

Please keep us updated here on the community. 

Katie