Roaming

[Ndasilva24]

Hi, 

I had paid £15 for roaming to use abroad however, I didn't realise I cannot use it outside the EU, I have come to Northern Cyprus and I paid for this service to use my data when not connected to Wifi and I got some messages saying my phone is connected to worldwide roaming so I thought it would work however this is not the case and I haven't used this service as it doesn't work. I wanted to know if I could get a refund please for the £15 as I haven't used it and it's a bit of a waste of money as It can't be used where I am and I thought from the messages I got from EE, it would be ok. Thanks

[bristolian]

The £15 you have paid is for a billing add-on which reduces the cost of roaming, the roaming facility itself is free to activate.

When you say you "got some messages saying my phone is connected to worldwide roaming", this suggests you have roaming activated - but what is the exact text of those messages?

On the assumption you do have roaming activated, the only reason for your phone having issues in a foreign country would be a local network problem, which is often rectified by toggling flight mode and/or manually selecting an alternative network. What are the issues you're having using your phone - can you explain the symptoms?

[Ndasilva24]

This is the text I got from EE

"Welcome to EE's Roaming service.

Your phone is currently set up for use worldwide.

There is the option to speak to someone later in this journey if needed but first, for data, calling and text costs and any available add-ons reply with the country you're interested in, for example reply SPAIN"

Great news, you've got our Roam Abroad Pass for £15p/m which gives you access to use your plan's minutes, texts and data allowance whilst in CYPRUS at no extra cost.

Calls from CYPRUS to countries outside the EU are £1.54 per min (Incl. Voicemail) and texts 64p each. Picture messages are 83p and are not included in plan allowances. Visit ee.co.uk/roaming for more info.

You can access this service at any time by replying ROAMING.

If you need some more roaming related help you can reply YES now and we'll organise a call back for you within 15 minutes"

I cannot use my data when not connected to the Wifi that's the issue Im having but if I cannot use my phone then I'd like to have the £15 refunded please because I haven't been able to use it as I'm in Northern Cyprus but wasn't aware of this at the time of buying the roaming.


Thank you

Sent from Outlook for Android<>

[bristolian]

All of which says you have roaming activated. So the same question - what is issue you're having using your phone, you've not explained.

Does it show a connection to a local network?

Which networks have you tried manually connecting to, and are the problems the same on each?

What happens when you try making a call?

What happens when you try using mobile data?