@Jlawrence Purchasing add ons does enable roaming these are not the same thing. Roaming is an account setting that allows your device to pick up a roaming network and an add on gives you a reduced rate when roaming or the ability to use your allowances in some countries.
You need the account holder of her device to call customer services and request that roaming be enabled on her account/number . It can take up to 24 hours before a working signal can be established. If this device has been used abroad before and roaming wasn’t switched off on the account then sometimes just restarting the device can fix this issue. A manual network search might also help.
To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.
