17-02-2018 09:18 PM
My EE PAYG SIM won't connect to a phone network in Ecuador in order to receive texts or phone calls. Trying to manually select a network results in a "Your SIM card does not allow a connection to this network" error.
Also the EE support content regarding roaming outside the EU is useless/missing?
15-02-2018 12:22 AM
17-02-2018 01:17 AM
17-02-2018 09:55 PM
Do you have PAYG credit to pay for calls & texts whilst roaming? Your pack allowances are only valid for UK & EU.
See http://ee.co.uk/help/add-ons-benefits-and-plans/call-or-going-abroad/roaming-costs/countries/ecuador for roaming costs in Ecuador.
17-02-2018 10:17 PM - edited 17-02-2018 10:27 PM
By topping up the necessary amounts.
I have previously asked the EE Community Team what are the roaming add-ons outside EU for mins & texts. There appear to be none except in a few select countries & you have to pay standard rates.
17-02-2018 10:30 PM
So you're saying I need to buy a "data" add-on to make my phone/text connection work?
No, I never said that. I just said you need PAYG credit to pay for all calls & sending texts.
17-02-2018 10:34 PM
17-02-2018 10:46 PM - edited 17-02-2018 10:49 PM
No, getting credit is the same as in the UK. You just need to top-up with money to put credit on your PAYG SIM. That credit is then used for whatever you spend or buy. While in Ecuador you will be spending it at the standard rates on calls @ £1.80 / min or sending texts @ 60p each.
You should 1st text STOP PACK to 150 to prevent it buying your usual pack & restart your pack when you get back to UK.
Forget those data add-ons unless you want data. They have nowt to do with calls & texts. If you did buy a data add-on, that too comes out the same credit.
17-02-2018 10:52 PM
17-02-2018 11:02 PM
Yes, if you have sufficient credit you should be able to make & receive calls & send texts.
As you can't connect to local networks to allow you to do that, you would need to phone EE to find out why. Use the landline nos. in my sig.
18-02-2018 11:19 AM
Thanks for coming to see us from Ecuador 🙂
I know @XRaySpeX has been helping you and if you haven't spoken to customer services already, can you please try the troubleshooting below:-
Try re-booting your device
Try turning 4G off in ‘settings’
Perform a manual network search:-
Please let me know if any of that works.
19-02-2018 03:22 PM
I haven't had a chance (or found an economical way) to call customer services yet.
With regards to your suggestions, I had tried all these things, as well as trying the SIM card in another handset with the same results. So it seems the problem is definitely with either the SIM card, my account, or generally using an EE SIM in Ecuador.
23-02-2018 03:47 AM
Wow. So I wasted well over an hour of my holiday and my life speaking to EE customer services who repeatedly walked me through the same ideas suggested above, taking SIM card out and putting back in etc, even though the problem is almost certainly not with the phone settings since I have the same problem using another handset. On the first call I was passed from Ireland to second line support in South Wales. They said they would be able to try some things and would email me instructions, before I was mysteriously cut off... No email has arrived.
I then called back, getting through to the first line Ireland call centre, who would not pass me back to second line but asked me to do the same things again. He then apparently spoke with a senior staff member and reported that EE do not support Ecuador, which was clearly a lie, they sell add-on packs for Ecuador for a start. When I called him out on it and asked him to confirm this in writing, I was told he couldn’t send emails as he is in an outsourced team. He then kept claiming not to be able to hear me, blaming the Skype connection, even though I could hear him fine, and suggested I just keep manually selecting networks to see if one worked (which I had of course tried many times before).
I have now left Ecuador and FYI for anyone else on EE PAYG travelling in the area, I had no phone connection in El Salvador either, but it has connected in Costa Rica and Panama. First job for when I get home: ditch EE and try another network. Appalling customer service.
23-02-2018 10:10 AM
Thank you for speaking to our technical support team. I'm sorry to hear of your experience with your phone service.
This certainly isn't the experience that we would have like you to have.
I recommend detailing your experience with our complaints team when you get home.
I hope you enjoy the rest of your travels.
17-01-2019 12:54 AM
...if this is not the experience EE wants their customers to have, then, one wonders, why has no action been taken for more than 2 years?