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Stuck in Canada and unable to contact Ee Business Team about issue with Roaming

StefanBristol
Investigator
Investigator

‎14-09-2022 01:00 PM

I arrived in Canada and my phone won’t stay connected to Bell or Telus. It tells me to activate Roaming. It is active in my phone settings but when I use Wi-Fi and my EE app - Devoce settings, Roaming is not toggled on and won’t turn on - error. I have no way to contact business team as unable to call, text and Ee-Bot says team is busy and ends chat!  What can I do please? 

0 Helpful
5 REPLIES 5
XRaySpeX
EE Community Star
EE Community Star

‎14-09-2022 01:05 PM

@StefanBristol : As 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.

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

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
StefanBristol
Investigator
Investigator

‎14-09-2022 02:23 PM

No text available, no network service and online via Wi-Fi, the chat bot won’t connect me to a person (all suggested links either don’t work (404 error code) . Can’t turn on Roaming dongle on Ee device settings. Please help

0 Helpful
XRaySpeX
EE Community Star
EE Community Star
In response to StefanBristol

‎14-09-2022 04:49 PM

Yes, but have you answered & tried what I said?

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

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
0 Helpful
StefanBristol
Investigator
Investigator
In response to XRaySpeX

‎14-09-2022 09:22 PM

Hi… no I didn’t as when I went to check how to do this (I suspected I should) the advice stated that I didn’t need to do anything.

So no, I did not text Roaming to 150 before leaving the UK! 

As per my chat, I am unable to call CS. 
I need an email or other solution.

The ChatBot will not connect me to a human in CS.

Poor and incorrect information via website and poor ability to speak to someone in CS as a result.

 

0 Helpful
Leanne_T
EE Community Support Team
In response to StefanBristol

‎15-09-2022 07:50 AM

Hi @StefanBristol

Have you logged into your My EE account and activated the Roaming and Call abroad settings, to see if this works for you? 

Leanne.

0 Helpful