Roaming Not working

[Waggy60]

Hi:  I’ve got roaming as a free add on with my contract but it’s not working in Spain.  My spend limit cap is set at zero.  Any help?

[Leanne_T]

Hi there @Waggy60

Thanks for coming to the community. 

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 Make calls abroad from the UK  > Do they both show as ticked?

Thanks. 

Leanne.

[Waggy60]

Hi:  the settings you referred to are set as blocked and it won’t allow me to unblock them.  It says unable to make the change.   My wife has the same issue and hers are set as ticked and she can’t use it either. 

[Leanne_T]

Hi @Waggy60

Thanks for trying. 

If your wife's settings are showing as set up for roaming, can she try restarting the phone to see if this helps? 

If your settings are blocked and you are unable to activate these, we would need to get this looked into for you. Please give us a call from another phone on +44 7953966250 and the team will help you further. 

Leanne.

[Waggy60]

Sorry but that’s not helped. 

[Leanne_T]

If the restart has not worked @Waggy60

Can you try manually selecting a network in your wife's phone settings? 

Leanne.

[Northerner]

Hi @Waggy60 

You need to activate roaming and international calls. The add-on alone won't work I'd these settings are not active. If you cannot activate then you need to speak to EE CS as you may need to make a refundable deposit before you can use the service. 

You can call EE free in Skype. To phone EE: Dial Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & Home Phone.

Thanks

[Waggy60 · Accepted solution]

Hi:  Thanks everyone it’s now sorted. We did everything you all said with our account settings etc.  I had to contact EE technical as both mine and my wife’s phone contracts had not been set up on the network for roaming, even though everything we could access on  the app suggested it was.  Something to do with Brexit and having new contracts I was told. Customer services solved the problem.  When I return to the U.K. I will need to get back in touch as despite having an EU roaming add on as part of our package we are being charged for it.   Although I’m sure we will get it resolved I really shouldn’t have to be doing all of this. I can imagine some people don’t check their bills and potentially incur costs they shouldn’t.   Also I’m not sure how we would have resolved the issue of no access to roaming if we didn’t have the use of other services and our friends phone.

[Leanne_T]

Hi @Waggy60

Thanks for coming back and letting us know, glad this is now up and running for you both. 

Have a lovely time. 

Leanne 🙂

[SGG7]

Same thing happening with me and I have paid for roaming in Spain