28-05-2017 08:49 PM
Help!! In the US and get a solid 4G signal but zero data. EE wants me to pay extra but I'm on the max plan. I'm pissed. I feel cheated by the sales rep.
28-05-2017 08:54 PM - edited 28-05-2017 08:57 PM
@Jago Unless your on one of the new max plans it will not work in the US only the EU.
Have a look at THIS
28-05-2017 08:58 PM
Thanks. Definitely bought the MAX plan for this exact purpose. I fly to the states a lot. Was on 3 before and their US data is solid. Switched only because it's limited to 3G and EE promised 4G. But EE better step up and offer it.
28-05-2017 09:06 PM
Tried to call tech support but they are gone for holiday weekend. Need data access. Thanks for any ideas. Also hopping a flight now so will check back for help in a bit.
28-05-2017 09:07 PM
@Jago Did you activate roaming before leaving the UK ? Your tariff allows you to use your allowances when abroad but it doesn't mean roaming is enabled by default. If you login to your online account and wait for a live chat window to pop up you can use this to request roaming to be enabled on your account. If roaming is enabled have you tried restarting your device ?
28-05-2017 09:12 PM
No. Sales guy didn't tell me I had to activate roaming. On 3 it just does it automatically. Do you have to activate before every trip outside the UK?
Ill do the chat window when I land and report back. Thanks for that.
Also, text and calling works correctly and I get a 4G signal off a US carrier. So the roaming activation is for data only?
28-05-2017 09:24 PM
@Jago Are you calling back to the UK ? If you are then roaming is enabled on your account. And you only need to have it enabled once.
28-05-2017 09:29 PM
Yes. I called back to the U.K. successfully on the iPhone with the EE sim. And I get a solid 4G signal. When I try websites, it pushes me to the EE page and says I've run out of data and need to buy more. So I'm totally confused.
Im on inflight wifi now.
28-05-2017 09:37 PM
@Jago If your on a max plan that you got 2 days ago you should have a data connection and you shouldn't be redirected to any page to purchase any data unless you've go no data left in this billing cycle. What does your account say about your remaining data allowance?
28-05-2017 09:56 PM
Here's what it says:
Your data allowance
You don't have any data
Your plan and add-ons
12M SIM 4GEE 20GB £21
So...what the heck is going on???
Thanks again for all your support.
28-05-2017 10:03 PM - edited 28-05-2017 10:05 PM
@Jago Sorry to say but you'll need to call customer services tomorrow morning ( uk time ) after 8am. It looks like your account is not setup correctly.
If you wish you can come back here and @Lee_H can help you get a live chat with EE. He will reply to this post as I've tagged him in on it.
Just to add customer services closes at 10pm so you'll not get live chat.
28-05-2017 10:07 PM
Ok. Thanks. At least we trouble-shot the issue. What are the odds anyone is in on the call line tomorrow with it being a holiday in UK?
28-05-2017 10:18 PM
@Jago You can use any browser. And CS will be open
@Lee_H ( EE staff member) will be on here about 10am and he'll get you a live chat request with customer services.
28-05-2017 10:20 PM
Also, here is more info about the plan I bought:
Your contract dates Contract starts: 24 May 2017 Contract ends: 24 May 2018 Plan length: 12 months Your allowances Included roaming destinations: 47 destinations included for roaming Included SMS texts: Unlimited Included phone minutes: Unlimited Included data: 20 GB
28-05-2017 10:23 PM
OK thanks. That's super early in the states. But I'll try to get online first thing in the am over here. maybe the chat is turned off because nobody is there to man it right now (late at night on weekend in UK).
I hope to get this fixed. Thinking seriously about dropping EE to head back to 3 at this point. Still have an active 3 sim card and never had this kind of stuff with them.
Having said all of this, really really appreciate your support so far.
28-05-2017 10:39 PM
@Jago That doesn't look right as it should be 47 EU locations and 5 none EU. One of the 5 is the US. I don't understand how you don't have data unless your not on one of the new max plans but you should be if you took this contract out 2 days ago as these came in to effect on may the 10th.
With you getting redirected to purchase data at a guess ill say your not on one of the new max plans but I don't see how you could not be. Sorry I can not help you rectify this but @Lee_H can help and point you in the right direction.