Roaming Not Working - No Mobile Service

[Dp7404]

Each country we have visited my daughters phone has no service even though she has free roaming in the EU. We contacted EE 6 times and each time they tell us give it a couple days and it will activate. We now in Venice and we have the same issue. I spent nearly 1 hour on the phone trying to get it fixed but EE can’t figure out the problem. They promised to call back with a solution, but 2 days later and I am still waiting. In the meantime my daughter cannot go out on her own without borrowing one of our phones so that she has data. I am now considering leaving EE with all our contracts to find a phone company that can provided us ALL with proper roaming when we are abroad. We fly to Singapore and Australia in next month & I am not going through another issue where we have no roaming!!

[XRaySpeX]

@Dp7404 : Why do you have free roaming in the EU? Others don't.

Are you on contract or PAYG? Did you use that SIM for making calls or texts in UK before you left to go abroad?

If you are on contract, did you activate roaming on your EE a/c before you left UK by texting ROAMING to 150? Having a roaming billing add-on doesn't of itself activate roaming on your a/c.

[Dp7404]

Why are you so rude! It’s included in the package, meaning I don’t pay extra for it, meaning it’s free. Does that help you!

[Dp7404]

And answers to your simple questions would be YES to all. I have had my contract with Orange and then EE for over 23 years! I have been through all the settings and activated all the services. I have been traveling for 30 years. I know the routine. Including resetting the network/ WIFI. 

[Northerner]

Hi @Dp7404 

Have you checked roaming is activated under the phone network setting? 

What device does your daughter use.

Can they connect manually to a network. 

Thanks 

[bristolian]

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@Dp7404 wrote:

Why are you so rude! It’s included in the package, meaning I don’t pay extra for it, meaning it’s free. Does that help you!

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A billing add-on may be included in your package, but that does not of itself activate the roaming facility. It is this facility which enables a phone to connect to foreign networks, and without which a billing add-on is useless.

So the previous post was intended to help you by establishing whether roaming is active on your phone. The billing add-on is irrelevant for this question. It's a very common query on this forum, and no-one on here knows the exact steps you have taken unless you say so.

I still don't believe it's clear that roaming is activated on the phone in question. This is normally done by texting ROAMING to 150 before leaving the UK, which provokes an automated text by response, or it may be done via contacting CS. There is no other setting that is relevant or any other service than be activated, to resolve this. WiFi is just a wireless connection between a mobile device and router, and has nothing to do with roaming.

[Chris_B]

@Dp7404   Just to point out it’s worth restarting the device on each country you go to providing roaming is enabled on the account.