by Avirup Investigator
Investigator

Can't access data abroad

Been using my roaming package abroad fine up to today

 

my status has yesterday's date and "time ran out"

 

today i cant access any data. I have Euro data pass and travel data pack. Can't use EE live chat (it disconnects telling me it's outside hours even though it's 1pm in the uk) and tried to call but it cuts off

 

desoerately need my data roaming as imon business abroad in china so translation is vital.

 

can someone urgently help me

17 REPLIES 17
by
EE Employee

Re: Can't access data abroad

Hi and welcome to the Community @Avirup

 

So I can try and help, please may I get you to perform a manual network search and choose a network other than what you are on.

 

Please also can I get you to try and ring using 0044.

 

Do try and pop over to http://add-on.ee.co.uk/purchase.

 

If these do not work, please let me know if you are using an EE personal or business account.

 

Many thanks,

 

Lee

by Avirup Investigator
Investigator

Re: Can't access data abroad

HI Lee Thanks for the message 

 

1./ manual network selection brings up 3 networks

a) china telecom - no service

b) chn Unicom - no service

c) china mobile - 4G

 

this is consistent with what i have seen when everything was working fine (the last two weeks)

 

what number exactly should i be ringing? Is there a direct line? I've been using 00447953966250

 

I can go to

http://add-on.ee.co.uk/purchase

 

 

also to http://add-on.co.uk/status

 

I don't want to purchase more data when I should have my allocation for 04/04/2017

by
EE Employee

Re: Can't access data abroad

Hi @Avirup

 

When you select the status link what is displayed?

 

Many thanks,

 

Lee

by Avirup Investigator
Investigator

Re: Can't access data abroad

 

DATA LEFT
0MB
STATUS
TIME RAN OUT

RECENT DATA
Amount Start date Status
500MB 03/04/2017 TIME RAN OUT
ROAMING DATA ADD-ON - UNTIL MIDNIGHT (UK TIME)

 

 

Time ran out

 

but the last date is 03/04/2017

 

I've had no data today (04/04/2017)

 

it it doesn't show anything specifically for today

by
EE Employee

Re: Can't access data abroad

Hi @Avirup

 

Please can I get you to try and browse a web page in order to see if the bundle will be forced into work.

 

Many thanks,

 

Lee

by Avirup Investigator
Investigator

Re: Can't access data abroad

Sure

 

any page in particular? Or is 

www.google.com

or www.bing.com ok

 

i have been trying previously but can again.

by
EE Employee

Re: Can't access data abroad

Hi @Avirup

 

We did have an issue with our data passes earlier and systems are rebooting to resolve this.

 

Please can I get you to try turning your phone off and back on.

 

Many thanks,

 

Lee

by Avirup Investigator
Investigator

Re: Can't access data abroad

Hi Lee

 

did a hard restart of the phone

 

something has changed!

 

still no data access but now the status and purchase pages mentioned earlier in the thread won't load. 

 

Im taking this as a positive something is happening 😜

 

I'll try again in half an hour or so. Keep me updated! 

 

Regards 

avi 

by
EE Employee

Re: Can't access data abroad

I'm in till 8pm @Avirup

 

I will keep checking back with you.

 

Many thanks,

 

Lee

by Avirup Investigator
Investigator

Re: Can't access data abroad

Hi Lee

 

same issue as before. No roaming, status and purchase page up though

 

 

EE STATUS PURCHASE LEGAL FAQ
HELLO AGAIN!
Your account4GEE Plan Your number xxxxxxxxxx
DATA LEFT
0MB
STATUS
TIME RAN OUT

RECENT DATA
Amount Start date Status
500MB 03/04/2017 TIME RAN OUT
ROAMING DATA ADD-ON - UNTIL MIDNIGHT (UK TIME)
500MB 02/04/2017 TIME RAN OUT
ROAMING DATA ADD-ON - UNTIL MIDNIGHT (UK TIME)
500MB 01/04/2017 TIME RAN OUT
ROAMING DATA ADD-ON - UNTIL MIDNIGHT (UK TIME)
500MB 01/04/2017 TIME RAN OUT
ROAMING DATA ADD-ON - UNTIL MIDNIGHT (UK TIME)
500MB 31/03/2017 TIME RAN OUT
ROAMING DATA ADD-ON - UNTIL MIDNIGHT (UK TIME)

 

[Mod edit: Please do not share personal details as your posts are visible to the public. Thanks!]

by
EE Employee

Re: Can't access data abroad

Hi @Avirup

 

What happens when you use the purchase link?

 

What happens now when you try to use data?

 

Many thanks,

 

Lee

by Avirup Investigator
Investigator

Re: Can't access data abroad

Hi Lee

 

1/Still no data,

2/status page remain unchanged

 

3/ when I use the purchase link the following appears

 

NEED SOME DATA?
Your account4GEE Plan Your number xxxxxxxxxxx
YOU'RE IN CHINA.
YOU'VE USED UP YOUR ROAMING DATA. TO GET BACK ONLINE BUY ONE OF THE ROAMING DATA ADD-ONS LISTED BELOW.
40MB - £4.00
ROAMING DATA ADD-ON - UNTIL MIDNIGHT (UK TIME)

Details>

100MB - £7.00
ROAMING DATA ADD-ON - UNTIL MIDNIGHT (UK TIME)

Details>

 

Regards

 

avi

 

by
EE Employee

Re: Can't access data abroad

Hi @Avirup

 

Please do keep monitoring the situation as the issue has been resolved at our end.

 

I am unfortunately finished for this evening.

 

If you are having issues still tomorrow, please do let us know.

 

We are open from 8am UK time.

 

Many thanks,

 

Lee

by Avirup Investigator
Investigator

Re: Can't access data abroad

Hi 

 

The issue hasn't been resolved at my end.

Another day and my data pass is still not being recognised. Nothing has changed.

 

This needs to be resolved today URGENTLY

 

i did receive  a text message during the night

 

From EE: To access the internet you'll need to buy one of our Roaming Data add-ons so you'll always know what you're spending. There are different options depending how much you want to use the internet. To buy click here for free.

 

kind regards 

avi 

by Avirup Investigator
Investigator

Re: Can't access data abroad

All seems to be working now. Right in time too

Lee thanks for your help especially!

 

 

 

HELLO AGAIN!
Your account4GEE Plan Your number 07xxxxxxxx1
YOU ARE NOT ON OUR NETWORK RIGHT NOW (MOST LIKELY USING WIFI). UP-TO-DATE DETAILS FOR ALL YOUR DATA ADD-ONS, BOTH HOME AND ABROAD, ARE SHOWN BELOW. THIS INCLUDES THE DATA LEFT AND TIME REMAINING ON EACH.
RECENT DATA
Amount Start date Status
500MB 05/04/2017 ACTIVE
ROAMING DATA ADD-ON - UNTIL MIDNIGHT (UK TIME)
Data left 499MB. Ends in 21 hrs 33 mins
Details>
500MB 03/04/2017 TIME RAN OUT
ROAMING DATA ADD-ON - UNTIL MIDNIGHT (UK TIME)
500MB 02/04/2017 TIME RAN OUT
ROAMING DATA ADD-ON - UNTIL MIDNIGHT (UK TIME)
500MB 01/04/2017 TIME RAN OUT

by
EE Community Support Team

Re: Can't access data abroad

Good morning @Avirup

 

@Lee_H is in later on, but I will let him know the good news.

 

Thank you for coming back, your patience and for sharing the outcome.

 

We hope to see you soon.

 

Richard

 

🙂

by
EE Employee

Re: Can't access data abroad

Hi @Avirup

 

@Richard_C has just let me know that your data pass issue is now resolved.

 

Glad this is sorted, do enjoy your time in china.

 

A family friend has just returned from working over there.

 

Many thanks,

 

Lee

Can't find what you're looking for?

One of these options may help you find the answers you need.

Let's get started

Join the EE Community to ask, answer, learn and share.