eSIM Not Working Overseas

[chipbury]

Hi,

I'm using an iPhone SE with EE eSIM (monthly contract) and a local Ecuador SIM.

Last time I was in the country this worked really well, I could use the Ecuador data for all calls and internet use and still receive text messages on the EE eSIM (codes for logging into bankng apps etc.).

However this time the eSIM is not working at all - I got the normal welcome to Ecudaor text message from EE on arrival but it won't receive any text messages.  No settings have changed on the phone since last time - why would it be a problem now?

Thanks for any help.

Chris

[Chris_B]

@chipbury   Just to check you haven’t disabled roaming on your EE account?     Or does the device show a signal?    If it does have you just tried restarting the device and perhaps doing a manual network search. 

[bristolian]

If the phone is showing a local network connection on the EE SIM - can you make/receive calls? Can you send text messages?

How about if you send a text message to your own number?

[chipbury]

Thanks for the replies.

The device does not show a signal on the lower set of strength bars (the upper set is the Ecuador SIM), last time I was here the lower set of bars showed a signal as well.

If I do a manul network search it sees three networks but doesn't connect (eg if the Ecuador SIM is switched off it shows no signal).

I've switched the phone off/on a few times and checked all settings but no improvement.

I've always had roaming enabled on the account (it worked in Amsterdam on the way out).

Cheers,

Chris

[Christopher_G]

Hi @chipbury 

It could be a local network problem. It may be worth calling our technical support team through a VoIP service, such as Skype.

Contact us | Get in touch for help and support | EE

Chris

[chipbury]

Hi,

I can't call - when will the message/chat service be working again?

Cheers,

Chris

[Katie_B]

Hi @chipbury. 

Our online chat team are available 8am till 10:30pm every day UK time. 

The online chat service can be accessed by logging in to your My EE account. 

Katie

[chipbury]

Hi,

Thanks for the tip - however the online chat window does not appear when i'm logged in?

It seems that your system does not like people connecting from overseas?

Cheers,

Chris

[Katie_B]

Hi @chipbury. 

The option will appear when an agent is available.

Have you been able to try calling over WiFi using Skype as @Christopher_G has advised?

Katie

[chipbury]

Hi,

The chat option does not appear even if i sit for an hour?

I cannot use skype from here - is it possible to use Whatsapp to contact?

It's a bit annoying when the roaming service doesn't work as it appears there is no way to contact you from overseas without paying for a call?

Cheers,

Chris