Roaming

[Bobadilla]

I added the roaming package to my account for travelling to the USA. I can use data and call via WhatsApp. I however cannot use my phone to do a normal call. It worked on day one abroad but hasn't worked since. Looking at my connection it says connected to AT&T/EE then I try to make a call and get a notification no network available???

[Rhi6991]

Arrived in italy today approx 2045 Italian time - can’t send the text to request roaming but I’ve had confirmation from EE I’m paying for it, can’t even call their customer support, I’ve followed the guide on how to make sure roaming is automatic and appear to get full bars but no actual working service and zero data… made travelling out from the airport to where I’m staying super stressful

[XRaySpeX]

@Rhi6991 , @Bobadilla : Are you on contract or PAYG? Did you use that SIM for making calls or texts in UK before you left to go abroad?

If you are on contract, did you activate roaming on your EE a/c before you left UK by texting ROAMING to 150? Having a roaming add-on doesn't of itself activate roaming on your a/c.

Often just rebooting the phone is the simple remedy. Also try selecting a network manually rather than auto. Otherwise login to your MyEE account online & go to Menu > Account Settings > Parental and Data Controls > Roaming Abroad and also Call Abroad and Premium Rate. They will show as ticked if roaming and calling abroad is activated. If not ticked, can you activate these settings?

If you can't enable the Roaming Abroad and the Call Abroad & Premium Rate settings of your online MyEE, you will need to call CS. Try calling CS on the Freephone no. in my sig. via Skype over WiFi. It should be free.

PAYG is auto enabled for roaming. You won't see any of those settings & don't need to change anything. If outside EU, do you have enough credit for making calls & texts from abroad?

[Rhi6991]

I have tried rebooting the phone, the text messages about setting up
roaming didn’t say it had to be done before leaving the Uk. As a result I
remembered I needed to do it once I’d landed in Italy.

I have tried rebooting the phone it doesn’t make a difference… I only have
Wi-Fi because I managed to get to where I’m staying. I cannot access the EE
app it appears to be down so I have to use the Website and I cannot find
the menu option for account settings or parental controls in the drop down
option none of them have these names. They are all just My …. And now the
site appears to be having issues too.

[Leanne_T]

Hi @Rhi6991

Can you try logging into your My EE account online and go to Menu > Account Settings > Parental and Data Controls > Enable Roaming and also Make calls abroad from the UK, can you activate both settings? 

If this is not an option, are you with us on pay as you go or pay monthly? 

Leanne 🙂

[XRaySpeX]

@Rhi6991 : Are you on PAYG?  If so, as I said, those settings won't exist for you.

[chrissyyyw]

I am on an unlimited smart plan with roaming add on, currently roaming in France.

Cannot dial out to the UK. The phone just hangs.

I have also tried manually selecting Bougyues, Orange France and Free.

[Leanne_T]

Hi @chrissyyyw

Thanks for coming here 🙂

Can you try logging into your My EE account online and go to Menu > Account Settings > Parental and Data Controls > Enable Roaming and also Make calls abroad from the UK, do they show as ticked?

Leanne.

[chrissyyyw]

Hi Leanne,

I have just turned the phone off and back on and I can dial out now!

Will report back if it goes again.

Thanks

[Leanne_T]

Brilliant @chrissyyyw

Hopefully that's all sorted for you 🙂

Leanne.