Roaming USA

[Vixosborne8]

Hi, I have a roaming pass but now in USA I can’t connect. Roaming is enabled, network selection is automatic, I have restarted the phone the ‘message us’ system doesn’t work as the start conversation button doesn’t appear. I can’t ring customer services. I can’t make WiFi calls and Skype have locked me out . Help what do I do? TIA

[XRaySpeX]

@Vixosborne8 : 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 add-on doesn't of itself activate roaming on your a/c.

Often just rebooting the phone is the simple remedy. Also try selecting a network manually rather than auto.

Try calling CS on the Freephone no. in my sig. via Skype over WiFi. It should be free.

[Vixosborne8]

Hi, thanks for trying to help. I am out of contract but on pay monthly. I
have used the phone in uk and France successfully. Roaming is activated on
the phone as is auto network select and yes, I have rebooted. Feeling
helpless as I can’t ring ee and their messaging doesn’t seem to work. And
yes I have bought a roam abroad add on!!!

[Katie_B]

Hello @Vixosborne8. 

Thanks for coming here.

Have you tried switching off auto select and tried manually connecting to another available network?

Katie

[Vixosborne8]

Hi there. Yes I have tried manually selecting a network, choosing a network then rebooting. Still no joy. I have done this with the six different networks avaialable. None worked. I have now resumed auto selection.  I have tried everything I can think of and still have no phone so I can’t ring CS at EE. I have now had to buy a USA sim so I can make calls. I will have to chase a refund of the roaming pass when I get back to UK. Very unhappy here 

[Katie_B]

I am sorry to hear this @Vixosborne8. 

Our customer care team will be able to look into this further for you. 

The team can be contacted via our live chat service too which can be located within your My EE account. 

Katie

[Vixosborne8]

The live chat service isn't working. The screen says to wait for a ‘message us’ button to open in a few minutes but nothing ever appears. Perhaps it can’t be accessed from overseas? I have wasted  soooo much time on trying to get this resolved. Even getting someone in uk to telephone CS on my behalf but nothing is resolved. 

[Katie_B]

Hi @Vixosborne8. 

You must be logged in to your online account. 

The option will then appear within your account when an agent is available. 

Katie

[Vixosborne8]

I am / I was logged in. The button NEVER appears. I have seen other commentators saying they can’t access it either. One very unhappy customer here. Impossible to reach customer services on phone as no calls/texts working and no chat available 

[Katie_B]

Hi @Vixosborne8. 

I have sent you a private message for more details.

Katie