HELP - Roaming not working properly!

[michael23578925]

I am in Amsterdam.  Data and incoming SMS are working.  Calls outgoing and incoming do not work, neither do outgoing SMS.

I have tried an old Giffgaff SIM which worked perfectly well till it ran out of credit. I have a Spanish SIM which also works. Roaming with EE was working fine on the same phone and setup a few weeks ago in Spain.  It seems like an EE problem

How can I fix this?  I am unable to call EE on 150 without a lot of cost and the online support is an AI chatbot that is useless.

PLEASE HELP

[Leanne_T]

Hi @michael23578925 

Thanks for coming back to us. 

Our mobile guides are the best people to discuss any call charges that you may incur when getting in touch for the roaming issue you are having, this is not something we can do for you on the community. 

Leanne.

[michael23578925]

So I used a friend's phone to call - and after wasting my time for around an hour trying to diagnose the problem -  I was told that I would get a call back on their number in 10 mins.  5 -6 hours approx later - nothing.  So I lose my time and my phone service, not to mention the additional costs of calling EE.

Please can this be escalated!  I have work contacts trying to contact me and I can't get any incoming calls! I need this fixed ASAP

[Leanne_T]

Hi @michael23578925 

I am sorry we have no account access on the community to get the roaming looked into and escalate this for you. Ways to raise a complaint can be found on the Make a Complaint page. 

Leanne.

[michael23578925]

So I filed a complaint with a full description. I left an alternative number explaining why, which should be pretty obvious given the problem, not being able to receive or make phone calls. Or send SMS for that matter. Only receiving SMS and full data working.

I have received the following SMS from EE yesterday 2009 local time:

Hi from EE. We tried to call about your complaint but couldn't reach you. We'll try again between '12:00' and '14:00' on 08/03/2025. Calls may be recorded for training and monitoring purposes.

You just can't make up how bad EE is. This is beyond ridiculous.

[Peter_W]

Thanks for the update here @michael23578925. 

I'm disappointed to hear that you're not feeling any further forwards too.

Did you see a missed call on the contact number you put down here?
Peter

[bristolian]

IMHO the complaints process is best for resolving service issues that are not time critical, it's never really been intended for resolution of technical issues.

And the very nature of roaming issue is that there is often a catch-22 situation with regards to making or receiving calls. Nothing sinister or unusual about that.

[michael23578925]

No missed call on my own number because that's exactly the problem I'm complaining about 

No missed call on the alternative number, that would require EE to read and understand the situation properly 

[Christopher_G]

I'm sorry to hear that they weren't able to get in touch with you, @michael23578925 

Is there any way you could call our Customer Support team again from another phone, or through a VoIP service, such as Skype?

Chris