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Re: Roaming blocked

nickhinch
Investigator
Investigator

‎30-07-2022 10:15 AM

I have the same issue. The help support team said they had unblocked it. It's still showing blocked on my EE page and asks me to text 150. I can't do that as I have no network at all! I specifically bought extra roaming too. Not happy

0 Helpful
11 REPLIES 11
nickhinch
Investigator
Investigator

‎30-07-2022 10:08 AM

I specifically set up and paid for roaming in the US. Now I'm here it says roaming is blocked, it won't let me enable it. Instead it says there is a problem, text 150. I have been on the help chat for over an hour, still not solved. All I can do with the phone is connect to hotel WiFi. Very unhappy 

0 Helpful
James_B
EE Community Manager
EE Community Manager
In response to nickhinch

‎30-07-2022 10:18 AM

Hi @nickhinch,

 

Welcome to the EE Community. 🙂

 

What did our chat team advise? Did they confirm roaming has been activated on your account?

 

James

nickhinch
Investigator
Investigator
In response to James_B

‎30-07-2022 10:19 AM

Hi, yes the person on chat said they had enabled it but even though I have shut the phone down and started again it still says roaming is blocked. Very frustrated, don't know what to try next

 

 

 

0 Helpful
James_B
EE Community Manager
EE Community Manager
In response to nickhinch

‎30-07-2022 10:23 AM

Hi @nickhinch,

 

If our chat team have confirmed roaming is activated, you won't need to make any changes in My EE.

 

Please can you follow the tips in EE Roaming - Help when abroad with your EE phone or device and let me know if that helps?

 

Please note: If our chat team had to activate roaming this morning, it can take up to 24 hours for the change to take affect.

 

James

0 Helpful
nickhinch
Investigator
Investigator
In response to James_B

‎30-07-2022 10:26 AM

Thanks James, I've tried all that. The issue is on EE it still says roaming is blocked. 

0 Helpful
James_B
EE Community Manager
EE Community Manager
In response to nickhinch

‎30-07-2022 10:30 AM

Hi @nickhinch,

 

It sounds like My EE is displaying incorrect information if our Customer Care Team have confirmed roaming is active on your account. Do you know if they had to activate it at their end this morning or did they say it was already active?

 

James

0 Helpful
nickhinch
Investigator
Investigator
In response to James_B

‎30-07-2022 10:34 AM

As far as I know the person said they enabled it this morning. I told them it wasn't working and they simply said they had enabled roaming. When I log in to my EE it still says roaming blocked and says there is a problem when I try to enable 

0 Helpful
James_B
EE Community Manager
EE Community Manager
In response to nickhinch

‎30-07-2022 10:42 AM

Hi @nickhinch,

 

If it was activated this morning, please allow up to 24 hours for the change to take affect. Please don't attempt to make any changes to your roaming settings via My EE during this period.

 

Thanks

 

James

0 Helpful
Chris_B
EE Community Star
EE Community Star

‎30-07-2022 10:51 AM - edited ‎30-07-2022 10:52 AM

@nickhinch   Have you restarted your device since you spoke with customer services.   It can also take up to 24 hours to activate. 

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.
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