Roaming not working

[korikore]

Hi

I'm currently in NZ and before I left the UK I texted 'roaming pass' to 150 and received a confirmation text saying I'll now be charged extra. But I am not able to call, text or use my mobile data here in NZ. I've checked that roaming has been turned on and I'm not able to call EE customer service either. I've looked at other solutions when similar problems have been posted by other members in this community but nothing is working. It's incredibly frustration. Please can someone help?

Thanks

[Jon_K]

Hi @korikore 

Is roaming enabled in your My EE Account?

Have you tried restarting your phone?

What phone are you using?

Jon

[korikore]

Hi 

I’m using an iPhone 12. Yes I restarted my phone multiple times. And when I look in my ee account it just says click here to check roaming costs 

[Jon_K]

Thanks @korikore 

Do you have a signal on the phone?

Are you able to try changing to another local network?

Jon

[korikore]

I’m not getting a signal on my phone but I can get a weak signal when I connect to local networks. Automatic network selection is on -  I tried turning it off but could only see local networks. Not sure if it is relevant but I can confirm that my phone is unlocked 

[Jon_K]

What local networks are you seeing, @korikore?

Have you tried all of the available networks in the list?

If you're getting a signal, this indicates your account is set up correctly.

Jon

[korikore]

I’m seeing 2degrees, spark NZ and Vodafone NZ. I tried connecting to each of them but at best it showed the bars but they were all greyed out. And even that only showed for a few seconds. Now it says no service again. I can’t make/receive calls or texts and can’t use my mobile data either. There are some important things I need to take care of and I can’t because this issue is holding everything up. 

[bristolian]

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@korikore wrote:

I’m not getting a signal on my phone but I can get a weak signal

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How can you be getting a weak signal but also not be getting a signal? Can you explain what you mean?

I understand you've added the roaming pass, but that's just a billing add-on and doesn't mean you've enabled the roaming facility which allows your phone to connect to local networks in foreign countries. That's also not something you can check on your phone - it's done at account level.

I suspect you've not enabled roaming, and this would prevent your phone from connecting to foreign networks. All your other symptoms follow. If so - you would need to contact EE CS to resolve this.

[korikore]

I was getting a weak signal but that only lasted a few seconds before going back to saying no service. How can I contact EE CS if I can’t make calls or text with my phone? I can’t use another number and make calls overseas as it is very expensive esp if I have to wait in line for ages. It’s so frustrating to only have this as an Avenue to communicate. EE shouldn’t send a text saying I will now charged an extra £11 a month for roaming if it hasn’t actually been added on. 

[bristolian]

This is indeed a catch-22 if you have travelled abroad with your phone, without having roaming enabled.

You will either need to call from another phone, or use a web-calling app to dial +44 800 0798586