Disgraceful Customer Services

[ChristineP2]

I initially called EE from Morocco to discuss data roaming and the very helpful lady said that was no data roaming in Morocco and the most cost effective way was to get data via Wi-Fi.  Unfortunately as soon as the call was disconnected not only did I not have data roaming, which was understandable, but now I had no phone signal either.  I used by husband’s phone to call EE and after over an hour I was given an apology and told it had all been sorted but it would take 24 hours for my signal to return.  Nothing.  I telephoned yet again and was told that there was a long wait to speak with another team but she would ask them to call me back (on my husband’s phone) within 45 minutes.  That was two days ago and I still have no phone signal.  What an absolute disgrace.  These call have cost in excess of £200 without any conclusion.  I have a IPhone 16 pro plus.  If anyone can help or shed any light on what I can do next it would be much appreciated.  I am still in Morocco and am loathed to ring EE again because of the exorbitant expense.  Regards. 

[Chris_B]

@ChristineP2  Have you just tried restarting the device?  Have you tried a manual network search also?     

[ChristineP2]

HI Chris.  Yes, I have tried to restart the phone on several occasions.  When I look at manual network search it says contact EE!!.  

[bristolian]

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@ChristineP2 wrote:

When I look at manual network search it says contact EE!!.  

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Can you post a screenshot or picture of this? That's very unusual behaviour for a phone's menu system.

You can contact EE-CS using +44 800 9566000 via a web-calling app such as Skype, this should be free via WiFi. Data roaming simply means using mobile data whilst roaming - so if you can resolve your lack of inability to connect to local networks, the rest follows.

[Peter_W]

Good morning @ChristineP2.

Thanks for reaching out to us here on the Community!

Just to be sure, are you going to your Settings, then selecting Mobile Service > Network Selection > Turn Automatic off when trying to manually select a network, and is this the point it's giving you the error message?

Peter

[ChristineP2]

Hi Bristolian,

Unbeknown to me I had an eSIM and my old sim in the phone,  I took out the old sim and changed the automatic setting to manual and this has found me a local service.  Thank you for all your help it’s been really appreciated.  I’m an OAP and me and technology are not at one!!

Thanks again

Christine

[Peter_W]

Hey again @ChristineP2.

I'm really glad to hear this is working again for you now, I'd recommend re-enabling automatic selection now that this is working, but if you did lose a connection again you can trying giving it another manual search. 

I hope you enjoy the rest of your trip too

Peter