Connection problems on Roaming pass

[Malafa]

Hiya, 

I’m abroad and needed some important sign in authentication phone calls to my phone so I purchased a 24 hour roaming pass but I can’t make nor receive phone calls I can only use the  internet and my attempts to contact ee has failed so far very frustrating! Please help.

[XRaySpeX]

@Malafa : Where are you?

Did you receive a Welcome text upon arrival?

Are you on contract or PAYG? Had you used that SIM for making calls or texts in UK before leaving to go abroad?

If you are on contract, did you activate roaming on your EE a/c before leaving 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.

[bristolian]

Roaming passes are normally purchased via a link in a text message, so did you receive that text message when you first arrived abroad? Does your phone show network coverage?

Have you been able to make or receive calls since you arrived abroad?

[Malafa]

yes i have as and when i needed it. this about my 3rd or 4th roaming pass
purchased.

[Linzi_H]

Thanks for letting us know this has worked for you previously @Malafa 

I would suggest running a manual network search if you haven't already. How to do this can be found here 👉 Help when abroad with your EE phone or device. 

If you're still no further forward after this, I would suggest calling our team directly from another device. They can run some checks on your account and make sure all the right access is in place for making calls abroad.

Linzi 

[bristolian]

To add, it's not the roaming pass that enables you to use your phone abroad - be it for calls, texts or mobile data. The pass merely reduces the cost of doing so.

If you have roaming enabled on your SIM, this allows your phone to access foreign networks. If one network is not behaving as it should, then try manually cycling through alternatives.