by Gj2
Explorer

Cant connect to the network in Portugal

Im in portugal and I'm unable to connect to the network so im unable to use my free roaming within the EU. ive texted ROAMING to 150 to try to activate my roaming but the messages are not sending. I cannot call the free customer service number as i have no network. So im left with no SMS, no calling options and no internet.

11 REPLIES 11
by
EE Employee

Re: Cant connect to the network in Portugal

Hello @Gj2

 

Welcome to the Community! Smiley Happy

 

You do still need to set up Roaming on your phone before you leave the UK.

 

Are you a personal pay monthly customer?

 

If so I can send you a link to the chat team, who can help get you up and running.

 

Thanks - Karen. Smiley Happy

by widz7 Investigator
Investigator

Re: Cant connect to the network in Portugal

Hi could you send me the link please I have the same problem in Spain. Cheers Leon

by
EE Employee

Re: Cant connect to the network in Portugal

Hi @widz7

 

Welcome to the Community! Smiley Happy

 

Are you a personal pay monthly customer?

 

Thanks - Karen. Smiley Happy

by Gj2
Explorer

Re: Cant connect to the network in Portugal

Hi Karen,

Yes I have a pay monthly contract with Ee. I had roaming when I initially landed but my data abroad wasn't free until a few days later so i texted ROAM OFF, hoping to be able to turn it on when my data would become available in the EU (yesterday) but ive had no service since and im struggling. If you could send me the link that'd be great.

 

Thank you,

Georgina

by widz7 Investigator
Investigator

Re: Cant connect to the network in Portugal

Hi Karen yes I am. Came to Spain & go no EE network. It comes up as Orange ES.

Sent from my iPhone
by
EE Employee

Re: Cant connect to the network in Portugal

Hi @Gj2

 

Once it's off it won't let you re-activate it until you're back in the UK.

 

No problem though - I'll send you a Private Message with a link to the chat team.

 

Have a fab time in Portugal!

 

Thanks - Karen. Smiley Happy

by
EE Employee

Re: Cant connect to the network in Portugal

Hi @widz7

 

You don't use the EE Network when travelling abroad.

 

You'll use the local network - one of the ones available in Spain is Orange ES.

 

Can you make call and texts OK?

 

Thanks - Karen. Smiley Happy

by widz7 Investigator
Investigator

Re: Cant connect to the network in Portugal

No can't do text or calling. Can't contact EE either..

by
EE Employee

Re: Cant connect to the network in Portugal

Hi @widz7

 

I'll send you a Private Message with a link to our chat team.

 

Thanks - Karen. Smiley Happy

by scalvim
Visitor

Re: Cant connect to the network in Portugal

Hi Karen,

 

I'm having the same issue, I'm in Portugal, and my phone does not seem to connect to any network. I'm pretty sure I did not setup roaming before I left the UK.

 

Can you please help me?

 

Thanks,

Sara

by
EE Employee

Re: Cant connect to the network in Portugal

Hi @scalvim and welcome to the community,

 

You can activate your roaming by logging into your My EE account on your phone's browser (not the app) or a computer. Once you're logged in, a chat window will pop up when an advisor is available.

 

If you can't get in contact with chat, please get in touch from an alternative phone.

 

Enjoy the rest of your trip Smiley Happy

 

Lee

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