International roaming

[djm11]

We are having exactly the same problem with my daughters phone here in Spain this afternoon. There are 4 of us here, all on EE. Everyone else’s works fine except hers. It was working fine since Sunday and has suddenly stopped working today.  I have rebooted the phone, done a hard reset, tried selecting other networks manually.  The only way she can connect to anything at all is by tethering using my personal hotspot. Just to add, she has plenty of data and has been happily roaming for days. There is a zero spend cap but that would not affect the smooth running of her data roaming. Help?

[James_B]

Hi @djm11,

Welcome back to the EE Community. 🙂

Is the phone using a roaming pass or paying the daily EU roaming charge?

If it's a roaming pass, is it an inclusive benefit or chargeable?

James

[djm11]

Hi James

I renewed our family contracts last week, and they threw in free Roaming as part of the sea. I think it’s based on including the £2.29 a day EU offer. Everyone else’s is working, and my daughters was until yesterday.
Curiously she can still receive calls on it.
I’ve done numerous reboots, tried manual network selection.
I even wondered if it were a hardware fault, so put an O2 sim into her phone. This worked absolutely fine, then I put the EE sim back in. Same problem returns.
This leads me to conclude this is a data issue at EE’s end, so I’m hoping they can do a reset on her account.

Any other tips gratefully received


Sent from my iPhone

[Alex_M]

Hi @djm11,

Next to the network signal strength, is there any 3G, 4G or 5G symbols showing? Try selecting networks manually until you see one with a data connection and stick with that one. Then, toggle on/off aeroplane mode and ensure that 'Data Roaming' is enabled in her phone settings under Mobile Data.

Thanks,
Alex

[djm11]

Yes, it’s showing as the network on 4G, plus the signal bars. I had wondered if it might be to do with 4G so I also put the data onto 3G only. Still same problem.

Sent from my iPhone

[Alex_M]

Out of interest, can you access the below URL from the phone?

http://add-on.ee.co.uk/status

Thanks,
Alex