Roaming

[mick3ykn0x]

Thank you EE for ruining the first day of my holiday of a lifetime. Probably ruining a few more days too with there inability to do their job!  Set up roaming as my added extra way back in June. Arrived at Disney in Florida yesterday. No calls or internet. Added it again this morning. Still not working. Can’t find my way round Disney coz their wifi is not great and satnav doesn’t work. Couldn’t order my dinner this evening coz they needed to verify my phone number. Had to pay £13 to add an American number to my phone which took ages and left my daughter starving. Unless they  sort this within the next 6 hours or offer me huge amounts of compensation when I return home I will be leaving this joke of a company. Can’t even phone them to sort it out coz my phone doesn’t work! 😡😡😡

[Leanne_T]

Hi @mick3ykn0x 

I am very sorry to hear this has happened. 

Did you text ROAMING to 150 before leaving the UK to check the account was set up for roaming to use the Roam Abroad Pass? 

Do any networks show available if you manually search on the phone? 

Leanne 🙂

[bristolian]

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@mick3ykn0x wrote:

Set up roaming as my added extra way back in June.

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Adding a billing add-on does not automatically enable the roaming facility which is what allows your phone to connect to foreign networks, the lack of which would explain your symptoms.

This is normally done by texting ROAMING to 150 before leaving the UK, and not doing so causes the catch-22 situation you now find yourself in.

If you've not done this, your only recourse now is to contact CS from another means (another phone, or use Skype over a WiFi-connection to call +44 800 0798586) and request roaming is activated.

[Chris_B]

@mick3ykn0x  You might want to read THIS  and click the “get ready to roam”.  Add ons don’t enable roaming there just add ons. 

[mick3ykn0x]

No I didn’t check but why should I have to? I have set it up again now I’m here and now shows on my account but still no service. 

yes there are networks available but none give me any service when I manually select them. 

[mick3ykn0x]

I did text roaming way back in June as I explained in the OP. I have also texted it while here and still getting no service. 

[bristolian]

At no point in this thread can I see confirmation that roaming has been setup, all that is explicit is reference to "setup roaming as my added extra" which implies a billing add-on rather than the roaming facility. It's a very common mistake, but also fundamental to why a phone won't then work abroad.

When you say you have "set it up again now I'm here" - can you explain exactly how you've done this? I ask because the roaming facility is not something that can be done once you are abroad, without contacting CS. I suspect, again, you are referring to a billing add-on, reapplication of which is futile without the roaming facility being inplace.

If roaming is not enabled, your phone will not connect to any foreign networks - no service is the result. Without a mobile network connection, you will not be able to make or receive calls, send or receive text messages or use mobile data. The resolution is to enable the roaming facility thus allowing access to foreign networks. This is not something you can do yourself from abroad. It is why the standard published advice is always to text ROAMING to 150 before leaving the UK.

[mick3ykn0x]

Jeez people. Stop giving me all this stupid advice that any numpty can find on the net. I changed to my free add on. I texted 150 for roaming. Text back to confirm setup. Done  the same again since arriving here. All looks good. Roaming is on on phone. 4 networks showing on device but none of them allowing calls, texts or internet even when I manually select. I have worked in IT all my life. No how to set these things up. This is EE’s fault and they need to sort it or they will be paying for my holiday. 

[mick3ykn0x]

I have done both. Changed as free add on, texted 150 for roaming. All looks good. Phone not working. 

[bristolian]

This is primarily a user-community forum and you are getting advice from other peers who assist other users in their spare time. Most users, by posting on this forum, have exhausted the advice they can find elsewhere and want help which others voluntarily give. While some issues can be frustrating, shouting back at other users doesn't often encourage further help.

You refer to roaming being on, on your phone - you are very likely referring to data-roaming which simply means using mobile data whilst roaming. It is not the same as "roaming" which is an account-level function and which can't be toggled on a device.

If you are adamant that you have the confirmation text from EE that confirms roaming is setup - and not that you have a billing add-on, then one of two things has happened. Either there is a local network issue, or an account-specific error. A local network issue is usually resolved by trying alternative operators. Also check that you don't have a spend-cap active which would prevent chargeable usage being incurred - https://ee.co.uk/help/mobile/manage-use/pay-monthly/set-up-and-manage-spend-cap 

An account-specific error will only be resolved by contacting EE CS who have access to your specific individual details.

That said, if roaming is not enabled on your SIM, it would explain many of the symptoms you have.