Cannot access EE to buy a roaming package in Canada

[Christians393]

Hello, I'm in Canada for 2 weeks. When I landed I received a message from EE about roaming and purchased a 7 day roaming pass.  Yesterday, I received a text that it was expiring with a link to buy a new roaming pass. Unfortuately, when I tried to use that link it told me I was connected to WIFI (which I was not) and to disconnect. I turned my phone off and then tried again and it told me that there was not server connection so I could not connect to EE.  What do I do to get data roaming for the next week in Canada, please? if I call the EE from abroad number, I will be charged at Canada roaming rates & I don't seem to be able to text EE from Canada - I get an error.  Grateful for any help! Thank you!

[Schockwave]

Hello @Christians393 ,

Welcome to the community,

Do you still have the welcome message about roaming and purchasing roaming pass? If you do, I have read that you should then be able to purchase the roaming pass again, also make sure that you have a network connection, you may have to do a manual search.

[Christians393]

Thank you. Yes, I have tried using the original welcome message. I get the same message -  'cannot connect to server' even with a network connection. I tried 150 from my son's phone, but just ended up in a maze of unhelpful prompts and an EE text that told me to type in ROAMABROAD to buy a Roam abroad pass.  When I did that EE didn't recognize ROAMABROAD and sent me the same message again asking me to type in ROAMABROAD. Truly frustrating. I've now also filed a complaint.  If I dial  +44 800 079 8586 or +44 800 956 6000 from another phone, do I actually get to speak to a person?  That's not an option on 150 - if you press '1' to speak to a person, it asks me to hang up and sends a text which puts me in the same ROAMABROAD spiral. Thanks again.

[chistery]

I wonder if you have to wait till your current pass expires before it lets you buy another, as it can't cope with adding 7 days to your existing one?

Or I may be completely wrong and someone will be along soon to tell me I am 😀

[Christians393]

Thank you. Yes, correct you do have to wait. Unfortunately, the current pass has expired and EE sent me a link on expiry yesterday to buy another pass but it didn't work. Again, received messages to 'turn of wifi' and 'cannot connect to server' no matter what I did and then directed to '150', which didn't help.

[chistery]

I was trying out passes on a recent trip and had something similar, the only way I could get the EE add-on page to work was via a system notification telling me I had no data which then redirected me to the page to select it, but you should generally be able to go to http://add-on.ee.co.uk when you don't have a data package and click on buy.

[Christians393]

Thanks for your help. Yes, that is what should happen, I believe, but for some reason it doesn't work.  It sends me an error message saying I cannot connect to the server rather than taking me into EE.  It looks as if I will have to make do with wifi and then take it up with EE on my return!  It would be helpful if EE had a chat, which they could respond to and re-send a link.

[Katie_B]

Hi @Christians393. 

Are you aware of anyone else experiencing this?

If you log in to your EE app, Live Chat can be found under 'Help'. 

Speak soon, 

Katie

[Schockwave]

@Christians393 , press 2 to get through to speak to a person, that should work.

[bristolian]

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@Christians393 wrote:

if I call the EE from abroad number, I will be charged at Canada roaming rates

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https://ee.co.uk/mobile/international/roaming-contacting-us-from-abroad 

I would interpret "standard roaming rate" as being the cost to call +44 from the line in question. The roaming pass makes such calls inclusive.