Unable to get a network signal in Canada

[DK99]

Hi, I have been in Canada for a number of days now and am not getting a network signal connection on my phone. I checked the roaming spend cap which is £20. 

Can anyone help?

Many thanks

[XRaySpeX]

@DK99 : 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.

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. 

[DK99]

Hi, 

Thanks for your reply! I am on pay monthly and yes, had used the SIM to make calls and texts prior to departing the UK. When I had called EE when I was in the UK they said that roaming was activated on my account.

I have tried rebooting the phone but this has not worked. Also tried selecting a network manually and this has not worked. I am unable to contact EE from out here so any other help you may be able to provide would be greatly appreciated!

[Leanne_T · Accepted solution]

Hi @DK99 

Thanks for coming back to us, this would need to be looked into further for you. 

Please call us from another phone or calling app on +44 7953966250 and the team will check everything is set up for roaming and run through some troubleshooting with you. 

Leanne. 

[bristolian]

What makes you think the spend cap is the issue? If you don't have a connection to any Canadian networks, this normally suggests the roaming facility - which enables this - is not active.

[DK99]

@bristolian thanks for your message. It is because I had a similar issue when travelling to Slovenia last month, even though Slovenia is covered under EU roaming.

I'm trying to call EE as advised above, have been on hold for 22mins, then got through to an agent, she put me back on hold for another 8mins and then the line went quiet... not happy with EE's level of customer service regarding roaming services. It is already difficult trying to contact them while abroad with no network coverage...☹️

[Katie_B]

Good morning @DK99. 

I am sorry to hear this happened when contacting our customer care team and of course this is not an experience we want you to have. 

Since your post yesterday evening have you been able to speak with the team?

Katie

[DK99]

Good morning @Katie_B 

Thank you for your message. 

I had to call EE three times yesterday, waiting more that 20mins each time to get through to an agent. Once through, I was told I needed to be put on hold again and then the line cut out. On the third call, the agent said to me EE had tried to call me back but there was no answer - of course - the issue I am having is no network signal so no surprises that I cannot receive any calls while in Canada. I did explain this to the third agent I spoke with after spending nearly 2 hours troubleshooting myself and on calls waiting to get through to EE. She said she needed to speak with the Technical team at EE and would email me after getting through to them. Alas, I have not had any correspondence from EE since so still have no network signal. It's a bit frustrating really now, as I have been with EE for 8 years and this is not really satisfactory by any means...

Would appreciate your assistance with this as soon as possible. 

[Leanne_T]

Hi there @DK99 

I am very sorry to hear this, we have no account access on the community to check your account settings and make sure everything is set up for you to use the phone in Canada. 

Please try calling us again when you can for the team to access the account and help get this resolved. 

Thanks. 

Leanne.