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Cannot get mobile roaming in Ecuador

AntRB
Investigator
Investigator

How do I resolve this? Phone is Samsung s24fe on EE account

7 REPLIES 7
Schockwave
EE Community Star
EE Community Star

Hello @AntRB ,

Welcome to the community,

Are you on a monthly contract or pay as you go?

If on contract did you enable roaming on your account? Did you receive the welcome message from EE?

If on pay as you go, roaming is automatically enabled, but you need credit to roam, take a look here:

https://community.ee.co.uk/t5/Roaming/EE-Roaming-Help-when-abroad-with-your-EE-phone-or-device/td-p/...

and here:

https://community.ee.co.uk/t5/Roaming/Roaming-refresh/td-p/1480939

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using web based app or another phone: +44 800 079 8586 or +44 800 956 6000.

Phone is on monthly contract and roaming is enabled. No welcome text received from EE upon arrival in Ecuador 2 days ago. 
Very frustrating 

bristolian
EE Community Star
EE Community Star

What exactly makes you say that "roaming is enabled"? Your symptoms are consistent with roaming not being enabled.

Phone indicates roaming is enabled. I’ve turned roaming off and on again. I know it’s enabled 

Schockwave
EE Community Star
EE Community Star

@AntRB , have you got global roaming or just EU roaming enabled?

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using web based app or another phone: +44 800 079 8586 or +44 800 956 6000.
XRaySpeX
EE Community Star
EE Community Star

It's nowt to do with your phone. It's the setting of the ability to roam on your EE a/c.

As  you are on contract, did you activate roaming on your EE a/c before you left UK by texting ROAMING to 150? Having a roaming billing add-on doesn't of itself activate roaming on your a/c. Having roaming activated on your EE a/c, not just on your device, is crucial to using your contract SIM abroad.

Often just rebooting the phone is the simple remedy. Also try selecting a network manually rather than auto.

Otherwise if you are on contract you need to call CS to get your roaming activated. Try calling CS on the Freephone no. in my sig. using a web-calling app over WiFi. 

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
bristolian
EE Community Star
EE Community Star

@AntRB wrote:

Phone indicates roaming is enabled. I’ve turned roaming off and on again. I know it’s enabled 


Another reply has already mentioned what I was going to do, but I suspect you're confused with the menu option for "data roaming". This simply means enabling the use of mobile data whilst already roaming.

Roaming is an account-level setting which enables your SIM to connect to foreign networks. You may be confident in roaming being enabled on your SIM, I'm not. Your symptoms are entirely consistent with roaming not being enabled.