EE ROaming experience, it was a roller coaster

[fArGo1911]

So on my trip to Peru roaming was not working. No welcome message. Tried to select manual networks but without success. Since I could not receive an SMS I would not log in to the EE site to get in contact with customer service due to the two-factor authentication.  Email must be a backu poption. 

One  week without mobile service

Back in Europe and Amsterdam,  Mobile phone started working again.

Jumping on the next flight to Vietnam via Thailand. As soon we landed in Bangkok roaming was choppy ut it gave up. No welcome message and I got disconnected. Roaming not working. 

Landed in Vietnam and no welcome message nor working roaming. 

One week without working phone.

On my back home I landed in Thailand and roaming suprisingly worked. No welcome message.

So in summary, very disappointing service. Not only  is EE not fullfilling its obligations. As a international traveller I relay on a working phone to conduct business and use service. But perhaps most importantly this is a security issue. Everyone needs a working phone and you are exposed when not having access to data nor being able to call your loved ones. And the fact that you can not log in to EE and contact support is not acceptable. 

[Chris_B]

@fArGo1911   As roaming did work but very sporadically you think EEs at fault, EE don’t control the roaming networks and the service you receive when using that network.     Did you try a manual network search?  Did you try just restarting the device?  

[fArGo1911]

As a telecom professional I find your message extremely funny since you clearly have no clue what you are talking about. Why don't you you google roaming steering and then you come back to me. Hence I mentioned the fact that I never received any welcome messages. This is a network issue, not a device/settings issue. 

[Christopher_G · Accepted solution]

Hi @fArGo1911 

Welcome to the community.

If roaming is fully activated on your account, your phone should automatically connect to a network when you arrive. If this doesn't happen, the best course of action would be to manually search for an available network.

Once you connect to the network, you should receive the 'welcome' message that you mentioned. If that didn't happen, I recommend speaking with our Technical Support team so they can look into it for you.

Chris

[Chris_B]

@fArGo1911  a device sometimes tries to connect to the last network it was on when you go you to a different country so a restart or a manual network search can sometimes help. whenever you go to a different country it is always best just to restart the device.   it basically refreshes the network connection. 

[fArGo1911]

Ok Guys,

What you are explaining to me is ABC in error finding. Of course I did all that. But when all networks give me the status forbidden what do you do? Please explain the erratic behaviour when I was in Thailand and it did not work and then coming back a few days later it did work. 

Also explain to me why EE have no backup method sending two factor authentication via email so I can log in to my account. When you are abroad and have no roaming and  want to contact support but you cant receive a SMS, EE have created at catch 22 situation, right?