left without service when abroad on my own

[andrew218]

hi i was in greece recently and have a contract with EE that was taken out in 2019 so still should still be able to use my minutes and texts when in the EU.  i do not  make many calls so when i did come to make a call to my transfer company was unable to connect no service. so had no transfer back to airport had to pat 35 euro for a taxi. on returning back to UK contacted EE concerning this and have be told i should of been able to use my phone by one adviser then speaking to another was told my calls in EU  are barred. but under the regulations set out by OFCOM i have been inform that they are in breach of their contract as my  contract was taken out in 2019 and should be still able to use my phone when in the EU as if i was in the UK .I feel this company have let me down and want to warn people be careful. i am not a old person or disabled but i could of been and could of missed my flight and been stranded. this company is a waste of time  and their customer service is very poor.

[andrew218]

yes i do. was told by one adviser when i returned 

[bristolian]

If roaming was already enabled on your account, EE would have no basis nor mechanism for removing this - and therefore the obvious conclusion is that your problems were somewhere on the Greek side.

The standard advice in these scenarios is to toggle flight mode and/or try connecting to an alternative local network.

[RAH55]

I am in the same position as Andrew. Arrived in Zakinthos, Greece yesterday. Received text from EE soon after arriving saying that all calls and allowances would be same as in UK, but can't make calls or send texts 

When I try to make a call I get a message "not authorised" 

[Christopher_G]

Hi @RAH55 

Welcome to the community. 

Did you enable roaming before travelling abroad? Are you on contract or pay as you go?

Chris

[RAH55]

I am on contract but didn't enable roaming before leaving the UK.  What can I do to get a phone and text service will in Greece?

[Christopher_G]

OK. thanks @RAH55 

You'll need to speak to our Mobile Care team. Probably easiest to call 150 from someone else's phone, if you're with someone who's on EE. Otherwise, there's an international number on our get in touch page. I've seen users in a similar situation use a VoIP service such as Skype to call too.

Chris