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Roaming

MarieWhite
Visitor

‎07-11-2023 04:30 PM - last edited on ‎07-11-2023 04:52 PM by EE Community Moderator

Please can someone help me or tell EE to contact me. I’m in Vietnam and I can’t use my phone. I bought the 100 texts to the Uk and 30 mins talk time to the Uk but nothing works. I can’t call 150 or any of their help numbers. I didn’t get the welcome to Vietnam text when I arrived so somethings gone wrong somewhere. And I need to be able to use my phone. Do I have to do something to activate the add ons? I can’t send or receive any calls or texts and I should be able to. Please can someone just alert EE to my situation and ask them to call me - xxxxxxxxxxxx. Thanks. I’m desperate! Marie 

[Mod edit: Please do not share personal details as your posts are visible to the public. Thanks!]

0 Helpful
2 REPLIES 2
XRaySpeX
EE Community Star
EE Community Star

‎07-11-2023 05:08 PM

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 billing add-on doesn't of itself activate roaming on your a/c. Having roaming activated on your EE a/c, not just on your device, is crucial to using your contract SIM abroad.

Often just rebooting the phone is the simple remedy. Also try selecting a network manually rather than auto. Otherwise you need to call CS to get your roaming activated. Try calling CS on the Freephone no. in my sig. on Skype over WiFi. It should be free.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

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bristolian
EE Community Star
EE Community Star

‎07-11-2023 08:19 PM

Does your phone show a connection to any Vietnamese networks? I suspect it won't, and if so - that's consistent with roaming not being enabled. Lack of mobile network coverage prevents incoming & outgoing calls, as well as texts & mobile data.

If so - your only recourse is to contact EE CS from another means, and request roaming is activated. That could be another working phone, or via a web-calling app as suggested above.