No signal in NZ

[CraigSteen]

I’m having the exact same problem today in NZ.

If I turn off automatic network selection, I can see the other networks but cannot join any of them.

luckily I have an Airalo eSim for data , but I can’t make / receive any business from my EE number - which is the whole point of it.

Ive just come from Dubai and it was working fine there.  My wife is on O2 and her phone / sim is working fine, so it’s an EE thing for sure.

Is there any solution from EE here ? I can’t make any calls so asking me to call EE is adding insult to injury. 

thanks 

Craig

[bristolian]

Phone working in Dubai proves roaming is activated.

Does this issue remain across substantially different local areas in NZ? Trying different local networks os absolutely the correct diagnostic check and is usually a good fix.

[CraigSteen]

Hi Bristolianim in downtown Auckland, but have been to other places on the north island within a 20m radius ( Albany, Browns Bay etc) so have moved between multiple masts / areas. 

No idea what’s going on, but EE had to do something to my account before I left and I think they screwed something up. The My EE app stopped working and I had to re-register then ended up with 2 accounts that had to be merged. Bit of an IT nightmare.

[CraigSteen]

 As you can see in this pic - I can see and select networks , but it never tries to join them. I’m just sat with no connection to any service. I’ve tried reboot, taking the sim out and putting it back

[bristolian]

I suspect you'd need to move between TAC areas to eliminate a local authentication issue, just moving between two serving sites would be unlikely to have the desired outcome.

The only thing EE could have done, is to disable your roaming facility - self evidently if your phone has connected to foreign networks since, that's not the case.

Has this phone ever had a local network connection in NZ since arriving?

[CraigSteen · Accepted solution]

I don’t think it did , because I didn’t get the ‘welcome to NZ’ message from 150 when I landed here. My Airalo global eSIM kicked in immediately, and it’s set to my primary data sim when travelling. I only noticed the problem when I’m getting emails about my calls not coming through to my Ee business number - which is pretty bad for a self employed company owner. 

I have also tried disabling my eSIM in case it’s causing issues - but nothing is working.

I’m here for 5 days then back so don’t see this getting fixed before my return, sadly.

[Leanne_T]

Hi @CraigSteen 

Thanks for coming back to us. 

If you call us from any other phone on +44 (0)7953 966 150, the team will get this looked into for you. 

Thanks 🙂

Leanne. 

[CraigSteen]

Thanks Leanne ,

I actually can’t make calls from my phone because of this issue. Also being in NZ and having a business account, everyone in the UK is closed / asleep when I’m awake - business support is only 9-5 Monday to Friday excluding Bank Holidays.,  so it’s challenging for me to resolve this remotely. It’s 10am here and 9pm in the UK  as I type. 

I can confirm that I’ve been to NZ many times before ( and all over the world ) and never had this problem. I do think something has changed as a result of the My EE account issue ( 2 accounts being merged into 1) and I have lost some roaming access. 

Is this something that can be checked remotely without needing to call? I’ve had to log in with my EE account to comment on here, so you should have all the details required ?

Thanks 

Craig 

[XRaySpeX]

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

[CraigSteen]

Hi Leanne ,

I’ve called and it turns out that global roaming had been turned off somehow ( not by customer services ).

it was turned on an hour ago again, but I still have no reception after 3-4 reboots of the phone.

iI’m worried that the changes won’t apply until I come back to the UK now.

C.