phone not working in austalia

[Tracyjones29]

My phone is not working in Australia, I can only get sos calls and am paying £25 per month for roaming, how do I contact and get them to fix

[Chris_B]

@Tracyjones29  You purchased an add on so you can use your allowances while there.  Adding the ability to roam doesn’t cost you anything.   Did you text ROAM to 150 before you left the UK ? Or did you call customer services and request roaming to be enabled on your account m. 

[Tracyjones29]

As I have purchased roaming I did not know I had to ask for it? 
I now cannot contact in any way apart from email on WiFi 
Can you help?Kind regardsTracy 


Sent from Yahoo Mail for iPhone

[Chris_B]

@Tracyjones29  you don’t purchase roaming you only purchase add-ons that allow you to use your allowances.   

Live chat is exclusive to the EE app. Just select ‘Help’ in the bottom menu, then you’ll see the ‘Message us’ option when its available.

[bristolian]

Regardless of any billing add-on, your ability to get coverage abroad (which calls, texts & mobile data rely on) is dependent on roaming being activated - which allows your phone to connect to foreign networks and is free of charge.

On pay-monthly, this needs to be enabled manually - usually by texting ROAMING to 150 before leaving the UK. Did you do this?

If you now find yourself abroad without having enabled roaming, your only recourse will be to contact CS to request it activated. You can either contact +44 7953 966150 from another working phone, or +44 800 0798586 using a web-calling app such as Skype over WiFi.