EE Roaming pass USA not registering

[SoppyS]

My daughter is now in America (went 6 Dec) and as far as she was aware she activated a £25 weekly roaming pass upon landing  but is unable to make use of it since,  as it never became live. Her phone says it is activated and shows a countdown of time left but she can not make use of any data and EE (when called by me) say no pass has been bought (despite 2 previous handlers saying they could see it was bought)- but when she again went to buy a pass following  3rd instructors instructions, (on the assumption it wasn’t bought), and having tried texting Roaming to 150 again, message from EE says invalid and no new link has been offered to buy again.  She has rebooted phone, had connections refreshed by EE, and checked settings for roaming etc. After an hour on phone to EE tech we are no further forward. EE can no longer add the roaming pass their end after recent changes when once they could. She needs her data as she is there for another 10 days, Any suggestions as to what can be done? Any help would be great . 

[bristolian]

Are you reporting an issue whereby your daughter doesn't have coverage in the USA? That's nothing to do with the roaming abroad pass if so, and is a matter of the free roaming facility.

Or that she has coverage in the US, but a problem activating the billing add-on?

If CS are having issues resolving it, they should be escalating that internally - not leaving you or your daughter without a resolution.

[SoppyS]

Thanks for your reply. Phoned EE daily over 4 days and had tech support for over an hour which I managed to relay to my daughter live through text,  whilst he was on the phone to me at the same time, to try different methods to obtain pass and get it activated (roaming pass still failed to load or activate) but was finally told on my 4th call that as of 4th December EE new roaming updates took effect globally  and that new packages offered by EE in America subsequently were  experiencing technical difficulties in loading passes and activating them and no end date for its resolution was offered. My daughter has since tried again today (7 days later) and still no joy. 
EE have offered no real solution or restitution. Not sure where to go from here. 

[Linzi_H]

Hi @SoppyS 

I'm so sorry that our technical support team hasn't been able to resolve this yet for you and your daughter.

If you remain unhappy with the information given, then please call us and request to escalate your complaint to a team leader.

Linzi