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

[BTJT23]

Hi EE community service,

my husband and I are currently in the USA for an extended stay and we are having EXACTLY the same problem as the initial poster.  This is now the 3rd time in under 12 months this has happened to us. My husband is registered disabled and it is imperative I am able to make phones calls.  We have the roaming package, we have auto network selected, we have turned phone on and off.  Please resolve this asap before I am forced to go and purchase a USA phone and recharge EE on my return in addition to switching away from EE on our return.

[James_B]

Hi @BTJT23,

Welcome to the EE Community. 🙂

Has your phone ever worked outside of the UK? If it hasn't, roaming may not be activated on your account.

James

[BTJT23]

Hi James,

Thank you for your response.

until May 2022, both my iPhone 11 and my husbands Samsung Galaxy S8+ always worked outside the UK. This was worldwide including USA and the Far East and Caribbean.

On this occasion, we had several conversations with EE prior to our trip to ensure this problem did not occur.  We were GUARANTEED that we would not have an issue.

This needs to be resolved ASAP

[James_B]

Hi @BTJT23,

If you're account was checked over before you travelled then roaming should be activated on your account.

Which roaming add-on did you purchase?

What type of phone are you using?

James

[BTJT23]

We purchased the roaming abroad £15 per month package for both phones

my husband has a Samsung Galaxy S8 and I have an iPhone 11

We have held these accounts for 20 years, we have travelled extensively worldwide and have never experienced these problems prior to May 22.

neither phone will contact automatically to any USA network and when we try to select manually all available networks we get the following messages: AT & T - no service selected network ( AT&T) not available. T-Mobile - no service selected network (T-Mobile) not available, Verizon - not registered on network

our accounts will show that we have questioned this lack of service on the last 2 occasions we have stayed in the USA and have received refunds on both occasions.  If you wish our surname and phone numbers concerned please send private message please let me know.

we do have Wi-Fi where we are and could therefore communicate via What’s App.

[James_B]

Hi @BTJT23,

Sorry, we can't access your account via the community forum.

Is 4G Calling activated in your phone's settings?

Have you been able to test your phones in more than one location to rule out a local network issue?

James

[BTJT23]

Hi James,

Yes 4g calling is turned on and yes we have tried our phones in other locations with no success.  There is no logical reason why our phones do not work.

if you are not able to help further can you please advise an email address for sending a complaint to as we are unable to speak to anyone.  I need this resolved now as my husband is disabled and I cannot be without access to phone

[James_B]

Hi @BTJT23,

If you're able to access another phone or use a web based calling app, you can contact Customer Care on +44 7953 966 150.

To raise a complaint, please see Make a complaint (ee.co.uk).

Hope this helps.

James

[XRaySpeX]

@BTJT23 : EE provide no email contact. You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form at the foot of the page.

[edna6]

I am in USA and getting a text every 30 mins or so from EE saying I have a roaming data use package. There's no 'message us' function so I can't tell if this is an erroneous repeat message, or perhaps I'm being charge £6 each time. There is no one to talk to which is absolutely terrible. IDK if others in this group can help but grateful for suggestion.