Contacting EE technical help from abroad

[Mrswatto]

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In Currently in Egypt and husbands iPhone 15 has stopped working.

its connected to local wi-fi as are all the devices, but he can’t make/receive calls texts or use what’s app.

we have tried the usual - turn in off airplane mode etc but nothing works.

trying to speak to tech support but none of the numbers are working 

any and all advice greatly appreciated 

[bristolian · Accepted solution]

When you say "has stopped working" - does this mean your husband's phone has worked abroad before? I'll assume your symptoms are "I can't use my phone abroad" and you don't have a local network connection...

Your ability to get coverage abroad (which calls, texts & mobile data rely on) is dependent on roaming being activated - which allows your phone to connect to foreign networks.

On PAYG, this is auto-enabled once your phone is used in the UK first.
On pay-monthly, this needs to be enabled manually - usually by texting ROAMING to 150 before leaving the UK. Did you do this?

If you are on pay-monthly and now find yourself abroad without having enabled roaming, your only recourse will be to contact CS to request it activated. You can either contact +44 7953 966150 from another working phone, or +44 800 9566000 using a web-calling app such as Skype over WiFi.

[Mrswatto]

The number provided isn’t working - keeps asking me to press 1 or 2 - when I press 1 she just repeats the message.

phone was working last night but now refuses to let us look at anything 

[bristolian]

If pressing option 1 isn't working, press option 2 instead. That said, now knowing your husband's phone was working last night renders the previous advice irrelevant - you've now proven that roaming is enabled by virtue of prior use.

Try manually connecting to alternative local networks in turn - there may be a problem with the specific operator your husband's phone is currently using.