Roaming not working in Austraila

[David173]

Triggered roaming for Austraila and New Zealand- the  add on is active - we are able to see the networks but are unable to connect. Phones have been turned off and on again - everything re jig and suggestion has been tried - Only way to contact EE is via a telephone call but can’t connect as no service!! Any help please!!! I need this phone for business 

thanks 

[Jon_K]

Hi @David173.

What happens when you try to connect to a network?

Is roaming active in your My EE Account?

Jon

[David173]

Just searches then kicks off


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[Schockwave]

@David173 , please do not include personal details here, this is a public forum and as such are not allowed, thank you.

Have you made sure that roaming, call abroad and premium rate calls are enabled? If you cannot do this yourself, you will have to ring customer service.

You can do this using Skype:

https://ee.co.uk/contact-ee/account-billing/mobile

[XRaySpeX]

@David173 : 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. Otherwise login to your MyEE account online & go to Menu > Account Settings > Parental and Data Controls > Roaming Abroad and also Call Abroad and Premium Rate. They will show as ticked if roaming and calling abroad is activated. If not ticked, can you activate these settings?

If you can't enable the Roaming Abroad and the Call Abroad & Premium Rate settings of your online MyEE, you will need to call CS. Try calling CS on the Freephone no. in my sig. via Skype over WiFi. It should be free.

PAYG is auto enabled for roaming as long as you've used the SIM in the UK previously. You won't see any of those settings & don't need to change anything. If outside EU, do you have enough credit for making calls & texts from abroad?

[David173]

Roaming in Austraila is definitely enabled 

I have a big contract with EE so no problem re having enough data available 

I have tried powering down phone and in again - it tries to search for network- sees one but never connects with service bars 

then just goes to SOS 

[David173]

Sorry don’t know how that happened 

Roaming in Austraila is definitely enabled 

I have a big contract with EE so no problem re having enough data available 

I have tried powering down phone and in again - it tries to search for network- sees one but never connects with service bars 

then just goes to SOS 

[Leanne_T]

Hi @David173

Thanks for coming back to us. 

Do you have Roaming and Call abroad showing as ticked in your My EE account? 

Leanne. 

[_MrR_]

Hi @Leanne_T 

I don't think the 'My EE' account is set up to provision Roaming and Call Abroad anymore.

Since I joined EE, mine always displayed as blocked yet roaming and calling abroad works fine (I use both regularly). When I flagged to EE customer care in the early days, I was told this was a known issue.

Now when you check this section of the My EE, you don't see a toggle anymore. This is a screenshot of mine below.

So the original poster really needs to contact customer care to get this resolved.

 

[Leanne_T]

Hi @_MrR_

Does the same show in your My EE account online? 

Leanne.