Roaming in Canada

[Scooby-doo93]

Hi all, 

I am currently in Canada and really struggling with my phone. I am on contract (unlimited minutes texts and 25g data) I have paid for the roaming this month extra but I cannot get any signal for calls nor texts. I rarely get a bit of data to send some WhatsApp messages but that is more like non existent.. 

I have tried to restart the phone, update to newest software and tried to manually choose the network and nothing is working! 
does anyone know what else I can do? I can’t contact EE as the only way to contact them is to call which I can’t

im really annoyed as I needed to be online for work and paid extra for it and this is now not working.. 

[Christopher_G]

Hi @Scooby-doo93 

Welcome to the community.

It seems like you've tried all of the troubleshooting that we'd usually recommend. I think the only way forward is to speak to our Mobile Care team. If you're not able to call from another phone, it may be worth trying a VoIP service, such as Skype to call. I've seen others in similar situations use this to get in touch.

Contact EE

Chris

[Scooby-doo93]

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@Christopher_G wrote:

Hi @Scooby-doo93 

Welcome to the community.

It seems like you've tried all of the troubleshooting that we'd usually recommend. I think the only way forward is to speak to our Mobile Care team. If you're not able to call from another phone, it may be worth trying a VoIP service, such as Skype to call. I've seen others in similar situations use this to get in touch.

Contact EE

Chris

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Hi Chris, thank you for getting back to me. 
I had a look at the Skype option and I am unable to make a call on Skype to a phone number for free. As I am already being charged for roaming (which I can’t use ) I don’t really want to pay any more to get this fixed. I have spoken to a few people and they seem to have similar problem which makes me think uk phones or SIM cards don’t work in Canada. 
I am disappointed that there is no online help provided from EE like online chat or something similar and I do hope EE will refund the roaming cost as I can’t use my phone. 

[bristolian]

Nothing in your initial description includes reference to enabling the roaming facility - which is what allows access to foreign networks. You've referenced paying for a billing add-on, but this does not automatically enable roaming and without doing so, would cause the symptoms you describe.

Roaming is normally enabled by texting ROAMING to 150 before leaving the UK - did you do this?

[Scooby-doo93]

I haven’t texted to 150 as I have requested roaming on the call to EE because  I had some other questions and the EE representative confirmed this was added and all ready to use. 
I have been travelling a few times this year and it always worked anywhere else without texting so I am not sure if this is the problem .. I also received a text before I left UK confirming the roaming and there was nothing mentioned about the additional activation 

[James_B]

Hi @Scooby-doo93,

You mentioned you have been able to use data on occasion. If this was using mobile data rather than WIFi, roaming has been activated on your account.

Can you remember if you were connected to WIFi when you were able to use WhatsApp?

James

[Scooby-doo93]

Hi James, 

that’s right, I do get occasional data signal for a short while but this is like 5% of a time. I do have the SOS sign on most of the time and was unable to make any calls or send texts 

[James_B]

Hi @Scooby-doo93,

Roaming must be active on your account in that case.

Have you been able to test your phone in more than one location? This would rule out a local network issue.

Have you tried selecting a different mobile network manually?

For iPhone - Go to Settings > Mobile Data > Network Selection > Turn off Automatic

For Android - Go to Settings > More Networks > Mobile Networks > Network Operators > Tap OK

James

[Scooby-doo93]

Hi James, 

yes I am changing locations as I was travelling from Toronto to Quebec with various stops .. I also tried manually change the netyand that didn’t work either 

[James_B]

Hi @Scooby-doo93,

Which roaming add-on did you purchase?

James