cannot call from the USA. despite having paid for international calls

[Happydaze]

I'm in USA and paid for Roaming but can't get any service/signal. I think I should have set up to roam USA before leaving UK and now have no means of contacting EE - I'm really upset and frustrated with their system. I'd assumed if I paid for it they'd have set me up to use it. Any help gratefully received e.g. Some means of contacting EE via email or What's App

[Schockwave]

@OY00 , I seem to remember when I was in Las Vegas for a few days in 2019, T-Mobile worked, at least I think that is what I was connected to.

[Leanne_T]

Does the same happen with all networks @OY00? 

Leanne.

[OY00]

It happens with all the networks, yeah

[Leanne_T]

Thanks @OY00

I would suggest getting back in touch with our Tech Gurus, they will be able to get this looked into further for you. 

Leanne.

[Happydaze]

Unfortunately this didn't work. The tech people haven't sorted it out. I'm in limbo. Day 4 of my holiday and no phone use. 🙁

[Happydaze]

I'm day 4 of my holiday and no phone use. I'm disgusted with EE - their tech team didn't sort it and I keep getting sent to a different CS person. I've wasted so much time and it's spoilt part of my holiday now as I'm stressed about it all. They shouldn't take people's money if they can't provide a service. I hope you get sorted out. I'm so sorry about your circumstances. 

[Happydaze]

This did not resolve my issue, unfortunately. The EE tech team gave up, too. They said my settings were right, but had no other solutions. So am in USA, paid for a service and can't get it. Woo hoo. Would I recommend EE? NEVER!!!!!!!! 

[Leanne_T]

I'm really sorry to hear this @Happydaze

Did our customer service team ask you to try anything or is this being looked into further for you? 

Leanne. 

[OY00]

Hi @Happydaze 

Really sorry you haven’t managed to sort it yet.really sorry you haven’t managed to sort it yet.

I had to get through to a level two tech support advisor and they managed to sort it out. For some reason, international roaming had not been fully added. He removed it. Added it once again. It’s resolved the issue.

I should point out that the level one tech support team completely wasted my time, running diagnostic after diagnostic which was essentially me turning one setting off and turning another on and to be fair, I’d already done all of this prior to speaking to them. You may want to get them to add and remove the roaming pass. I was up since 6 am US time and finished at 8:30 am.
Good luck with trying to sort it and complain to a dedicated complaints team if you have to.

OY00

[OY00]

Hi @XRaySpeX 

@How do you mark this post as both unhelpful and not the solution in that it didn’t resolve anyone’s issue? @Leanne_T ?