Roaming not working in US

[JimJagger]

I have two phones (Google Pixel 6 and Pixel 3a XL). They both have exactly the same settings enabled but the 3a states 'EE (temporarily unavailable)'.

Mobile data and Roaming are both enabled, and I have paid for ROW Roaming as an add on. However, the Pixel 3a cannot make it receive a call. It has no signal. I've reattached several times and waited a couple of days for this to 'kick in' as suggested by some on this forum.

No luck. I have been in the US for five days now and still don't have access to this phone (it's my mother's).

What do I need to do to get this working? The other phone works just fine.

Please don't tell me to call customer services as I am overseas and the hours are incompatible. 

By adding the rinsing pack, I would have thought it was obvious that we were planning to use this overseas. I find this very frustrating.

Your help would be very much appreciated

Thanks

[James_B]

Hi @JimJagger,

Are you still seeing the same issue this morning?

James

[JimJagger]

Yes. The phone still has no service and there has been no callback

[Christopher_G]

Sorry to hear that you haven't heard from us yet, @JimJagger.

I've sent you a private message to get some information from you. Please have a look and get back to me.

Thanks

Chris

[JimJagger]

I called 150 again and was put through to numerous people (level 2?) before EE decided that they could not help me. Apparently someone removed/added my roaming ability on the back end and I need to return to the UK for it to work. They will refund me the £10 data roaming fee as well.

I have not been compensated for the wasted time or stress while overseas in holiday. I have been unable to coordinate meetups with my mother due to a mistake by EE. 

[Christopher_G]

I'm sorry to hear that, @JimJagger.

It may be worth waiting till you're back and forming a complaint through our customer service team about your experience.

Chris