No service in Tenerife and roaming is on

[Jabell51]

Hi, I am in Tenerife. I checked my roaming status before leaving the UK and all was ok. I can use wi-fi but I have no service. I've done all the trouble shooting. Automatic network selection or manual doesn't work. It then says searching but then back to no service. Please help. 

[James_B]

Hi @Jabell51,

Welcome to the EE Community. 🙂

How did you check your roaming status? Did you text ROAMING to 150?

Have you purchased a roaming pass, if it isn't included in your plan?

Do you have a spend cap on your account?

James

[Jabell51]

Hi, sorry for the delay. I texted Roaming to 150 a couple of times, a few months before I travelled then a few days before. It said my phone was all set up to roam with use of my inclusive data etc. my daughter was the same, but when she landed her phone automatically connected to orange. I can’t use my phone away from wifi. 

[bristolian]

If you have confirmation that roaming is setup, which networks have you tried connecting to without success?

[Jabell51]

Hi, I’ve tried all of them, Movistar, Vodafone ES, orange, yoigo. I try every day all the usual trouble shooting. Roaming is still on but still all it says is no service. 

[Leanne_T]

Hi @Jabell51 

Thanks for coming here. 

Did you text ROAMING to 150 before leaving the UK? The text would let you know if roaming was set up you. 

Do you have any signal showing? 

Have you tried restarting your phone?

Leanne 🙂

[Jabell51]

Hi, yes, as above I texted roaming to 150 more than once. I have all messages/snapshots to prove. I also went through the new system after calling 150. No service still, I’ve restarted multiple times, I’ve tried going back to airplane mode then off again, automatically selecting network to manual. Very disappointed. If EE can’t sort, I will be making a claim for a proportion of my bill to be refunded. Not being able to call, text or connect to my data unless I can find Wi-Fi was not the plan.

[Leanne_T]

Thanks for confirming this for me @Jabell51 

Do you have an active spend cap? 

If so, can you try changing this in your My EE to see if this helps? 

Leanne. 

[Jabell51]

Hi, I dont need an active spend cap? I was told I can use my data, mins etc as I can in the UK. My daughter didn’t do anything other than text 150, there’s no reason to need to do this from what I know.

[Leanne_T]

Hi @Jabell51 

If you could check just to see if the account has a spend cap active, this is to stop certain extra charges and would help us to know if this is what could be causing this for you? 

Leanne.