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Roaming stopped abroad abruptly

CardiA11
Visitor

‎06-02-2023 06:11 PM

Hello. I’ve been in Italy working for two months and have used my uk number for roaming etc. last night it stopped working abruptly and only works when I’m on work Wi-Fi, my plan says I am fine for roaming but calls etc. aren’t going through when out and about what shall I do? Any help appreciated . Thanks,

7 REPLIES 7
Katie_B
EE Community Support Team

‎07-02-2023 07:38 AM

Good morning @CardiA11. 

Welcome to the community. 

When did your phone last connect to the EE network in the UK?

Have you tried manually selecting a different network?

Speak soon, 

Katie

0 Helpful
leouk
Investigator
Investigator

‎07-02-2023 02:37 PM

Hi, I am having the same problem. I am in Italy too and last time I connected to EE in the UK was 3 years ago. Could that be the issue? If so, how can I get round it?

0 Helpful
Katie_B
EE Community Support Team
In response to Katie_B

‎07-02-2023 02:46 PM

Hi @leouk.

Are you pay as you go or pay monthly?

Have you tried manually connecting to another network?

If this does not work please take a look at this page regarding Stable Links. 

We will consider you to have a stable link to the UK if during any four month period you spend a total of two months or more within the UK or mainly use your inclusive voice, text and data allowances in the UK rather than Roaming. 

Speak soon, 

Katie

0 Helpful
leouk
Investigator
Investigator

‎07-02-2023 02:50 PM

I am on pay monthly. I have tried to connect manually on a different network but connection was refused. So I can I get round it,please? 

0 Helpful
Katie_B
EE Community Support Team
In response to leouk

‎07-02-2023 02:53 PM

Hi @leouk.

If you believe this is down to stable links, please give us a call on +447953 966 250. 

Katie

0 Helpful
leouk
Investigator
Investigator

‎07-02-2023 02:59 PM

Hi Katie, according to what you said "stable link" I probably don't fall into that case as I am spending more time abroad than in the UK at the moment (although I have never had problem of this kind before). In addition, I can't call as my phone line is not working , the reason I am here 🙄

0 Helpful
Katie_B
EE Community Support Team

‎07-02-2023 03:13 PM

Hi @leouk. 

To have a stable link you are required to connect to the EE network for two months in any four month period.

If you have been using roaming services longer than four months abroad your SIM could be blocked.

You will need to speak with our customer care team as we have no account access here on the community. 

The team can also be contacted via our live chat service which you can locate by logging in to your My EE.

Katie