No service while abroad in US

[arthurp1]

Hi, I arrived in the US yesterday and have been unable to connect to any networks since I landed - there is zero service and I cannot see any networks. I had requested the ROAMING PASS via 150 before I left and have roaming and make calls abroad enabled in Account Settings > Check your controls. I've tried rebooting the phone several times and the phone has been used extensively in the UK for over a year.

As I have no service I cannot call customer services and the live chat function does not pop up when I go to the EE website. What other things can i try to connect to a network and, failing that, how do I contact customer services while only on wifi?

Thanks

[XRaySpeX]

Try selecting a network manually rather than auto.

Try calling CS on the Freephone no. in my sig. via Skype over WiFi. It should be free.

[kimhey]

I am having exactly the same problem, almost. I have got connection to the service, but it doesn't work keeps saying to switch data roaming on. It is on! No joy with the live chat. Which was over 95 minutes. All they kept saying is that i have roaming!!!!! 

[Jon_K]

Hi @kimhey.

Is roaming enabled in your My EE Account, and on your phone?

Have you tried manually connecting to another network?

Jon

[kimhey]

Data roaming is switched on on my phone but not on MyEE. It wont allow me to do this. Despite me constantly trying to get this over to tech support via chat and they advising they made changes. It is still not on and syill not working. U have also rebooted. I can't make any calls to the number they have supplied or others, and today can't again get though on chat.

[arthurp1]

Hi Kimhey,

My issue has been solved. It required an hour phone call to customer services though while they tried to solve it. As Xrayspecs suggested above, I downloaded Skype via wifi and called +44 800 079 8586, which is a free phone number. You can then talk to someone rather than rely on chat.

Even though I'd requested roaming the account didn't have the correct features enabled on their systems. After they'd reset that it took about 3-4 hours for me to get service. One thing that helped or expedited things was removing the sim card with the phone on and then putting it back in - that triggered a connection.

Good luck!

[XRaySpeX]

@kimhey : 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.

[XRaySpeX]

@arthurp1 : Thanks! You're welcome 🙂 ! Glad I could be of assistance & trust it is now sorted.