Urgent help needed

[Blackheartuk]

Hi I really need help. I’ve travelled to Spain from the UK and when I arrived I turned my phone off airplane mode and I can’t get any network. I’m using the hotel reception to do this. I have wifi call enabled but can’t call EE. I have roaming turned on and I’ve tried resetting network settings and nothing has fixed it. I have no way of contacting EE!

[Katie_B]

Hello @Blackheartuk. 

Welcome to the community. 

Before leaving the UK did you activate roaming on your EE account?

Have you tried manually selecting another available network?

Katie

[Blackheartuk]

Hi Katie, yeah I did and I changed my smart benefit to roaming pass. I’ve tried manually doing it and when I select a network it doesn’t connect

[Katie_B]

Thanks for letting me know @Blackheartuk. 

To confirm did you activate roaming by texting ROAMING to 150 or by giving us a call?

Are you aware of anyone else experiencing this?

Katie

[Blackheartuk]

No because it was on my phone ticked. I didn’t get a text when I arrived in Spain either. No I’m alone 

[Katie_B]

Hi @Blackheartuk. 

The setting must be activated on your EE account as well as your phone to be able to use roaming. 

I would recommend logging in to your My EE account and speaking with our online chat team who will be able to activate this for you. 

Katie 🙂

[Blackheartuk]

Hi Katie it doesn’t give me the option for this 

[Blackheartuk]

Is there any way you could call me? I’m alone abs in very distressed 

[Blackheartuk]

I used it in Spain in September with no issues 

[Katie_B]

Hi @Blackheartuk. 

I have responded to your private message. 

Katie