Roaming in Mexico not working

[Philg2]

Hi I'm currently in Mexico have a huawei p30 lite. Paid and activated roaming abroad. I have no connection to any network just emergency calls yet my mates phone is working. Help please urgently. Need to contact my elderly mother daily.

[Leanne_T]

Hi @Philg2

Thanks for coming here. 

If you have a pay monthly account and currently abroad, could you check your roaming status by logging into your My EE account online go to Menu > Account Settings > Parental and Data Controls > Enable Roaming and also Call abroad, do they show as ticked? 

Leanne.

[Philg2]

Checked and both are on. Used my phone in Crete. No issues in June

[Leanne_T]

Thanks @Philg2

Have you tried manually connecting to a network? 

Leanne.

[cmealings]

I have a similar problem. What do you do if under Data Controls there are no tickboxes for Enable Roaming and Call Abroad? I see these items but it just says to text ROAM to 150 to check if they are switched on, which I can't do without a network. Thanks. 

[Jon_K]

Hi @cmealings.

Are you able to enable roaming in your My EE Account?

Do you have another phone you can use to get in touch with our Customer Care team?

Jon

[Philg2]

Yes. No joy. Had chat with ee they have done something at their end. Reckon it will work in 24 hours wait and see. 

[Jon_K]

It sounds like they've enabled roaming from their end, @Philg2.

Let us know how you get on.

Jon

[Philg2]

Up and running. Working great. Went into settings and switched auto network off and browsed manually. Chose telecel and worked. Thanks everyone

[Jon_K]

That's great!

Thanks for letting us know, @Philg2.

Jon