25-09-2023 04:48 AM
I arrived in USA. My roaming pack is not working properly. I cannot make or receive calls. I contacted tech services on Thursday. They said they would contact me by email after two hours on Skype. They have not done so. .The tech guy even had me reset the phone. I cannot use my bank cards who now think I have a security problem because I cannot offer phone verification. I am completely stuck and entirely dependent on others
. I joined EE coming across with BT deal because of the plan covering the US. I have seen I saw a rogue number on my account and I wonder if my package for roaming is linked to the phone number the sim came with rather than the number I ported in. Is this a common problem. Right now I am up … creek
I also put a spending cap on the account which the tech guy had me remove because he felt it was blocking access to the phone calling? He said my roaming package was functioning and checked because I was panicked over potential roaming cost. We know the phone works with a friend sim. I can get on line with no problem. . I am desperate to get this sorted. I am
25-09-2023 06:47 AM
@TerryAN Are you on contract or PAYG ?
25-09-2023 11:46 AM
25-09-2023 11:54 AM
@TerryAN Did you activate roaming on your account ? This is done by texting ROAMING to 150 or by calling customer services. Purchasing add-ons doesn’t enable roaming. If roaming is enabled on your account have you tried a manual network search? You should never reset your device when abroad and I’m not sure why you got told to do this as this is not guaranteed to fix a network connection issue especially if your device was ok before you left the UK. Just a restart of the device is sufficient to reset a network connection but roaming needs to be enabled on your account for you to connect to a roaming network.
25-09-2023 02:09 PM
25-09-2023 02:15 PM - edited 25-09-2023 02:15 PM
Hi @TerryAN,
Were Technical Support able to confirm if roaming was activated on your account?
Which roaming add-on do you have?
Did removing your spend cap resolve the issue?
James
25-09-2023 02:30 PM
25-09-2023 02:41 PM
Is your pass showing as an active add-on in the My EE app @TerryAN?
James
25-09-2023 04:49 PM
25-09-2023 05:20 PM
Hi @TerryAN
Thanks for coming back to us.
Can you receive texts at all?
Have you tried manually connecting to other networks?
Leanne.