Unlucky or poor EE help now?

[IndyUk1]

We have had three holidays, two in the EU, one in Turkey. All three times we checked with EE the phone settings where correct, packages etc.

However, all three times one of the phones has not worked. Massive inconvenience, EE say sorry, give minimal compensation and then, as in the last case, despite three calls, still failed to update the settings.

Are we unlucky to get poor staff? I have had enough of the poor service, I've been with EE for nearly a decade, but honestly the patronising nature of the staff 'you should have called before' despite mentioning I did, etc has meant I am going to look to leave. 

Unlucky or the way EE are going I guess is my question.

Staff have overall been polite but honestly 30min x 3 and not sorted is so wasteful.

[XRaySpeX]

@IndyUk1 : You checked your phone settings but did you check your a/c settings specifically for whether roaming was enabled? 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.

If you are on contract, remember to text ROAMING to 150 before you leave UK to ensure the roaming ability is enabled on your account.

If you are on PAYG, make sure you have used your PAYG SIM to make a call or text in the UK.

[IndyUk1]

Hi,

I specifically phoned EE so they could check I had done both phones correctly.

I did the things you mentioned, then called to confirm. However, when back from EU they said they forgot to change a setting that, for some reason, despite the text, was not on. 

This then happened multiple times. I except customer service to check and get it right, once is a mistake, to be told it is now fixed and on, to find it os not, isn't  great..

[James_B]

Hi @IndyUk1,

I'm sorry to hear you've had problems roaming.

Did the team mention which account setting hadn't been updated?

James

[bristolian]

The only relevant setting is international roaming - this is free and enables access to foreign networks. There is an EU-only variant, also a spend-cap can cause complications with the daily charge.

Roaming is often confused with billing add-ons which reduce the cost but don't allow the network connection in the first place.