Unable to use phone in Tenerife

Sutty62 · ‎17-09-2022

Hi. I have an ee contract and have done for over 10 years. For the first time I am unable to use my phone abroad. Ii cannot contact ee as I can't use my phone. Prior to coming I sent a text to 150 and got a reply that I can use for phone for free

bristolian · ‎17-09-2022

What was the text you sent to 150? Was it to check costs, or to check whether your roaming facility was active? It's the latter that matters.

If you login to your myEE online account or app, navigate to parental & data controls, you need to check the following 2 options are enabled..

1: International roaming

2: Call abroad & premium rate.

XRaySpeX · ‎17-09-2022

@Sutty62 : 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

guymayhew · ‎10-12-2022

Just tried to do this myself, the options are missing from the website 😞

guymayhew · ‎10-12-2022

XRaySpeX · ‎10-12-2022

@guymayhew : Setting these 2 roaming settings have been temporarily removed. You need to call CS, over Skype I suggest.

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

guymayhew · ‎31-01-2023

Do we know why they have been temporarily removed - that must be really frustrating for customers who find themselves abroad, often in a different timezone, and not being able to self-serve even on WiFi (as is the case with many of the people who post on this forum after travelling and finding they have no ability to call or text - rightly or wrongly - thinking that the Roam Abroad pass will automatically make the necessary backend changes so they can use the inclusive services).

Katie_B · ‎31-01-2023

Hello @guymayhew.

Welcome back to the community.

If you need to get in touch with our customer care team whilst abroad please log in to your My EE and the chat option should appear.

Alternatively, you can give us a call on +44 7953 966 250.

Katie