by Bigross255 Investigator
Investigator

Help! On max plan, currently in USA and i have no data at all???

Please Help! I am on the max plan which i was told got me my unlimited texts, calls and 15gb of data but i am currently in the USA and i have no data at all? My phone will not do anything but ask me to log in and buy data? 

17 REPLIES 17
by Grand Master
Grand Master

Re: Help! On max plan, currently in USA and i have no data at all???

Hi @Bigross255

 

When did you take out the Max plan? 

 

Did you check roaming before leaving the UK? If you log into your online account you can check if this is activated. (Menu - Account Settings)

 

Thanks




To contact EE Customer Services dial 150 From your EE mobile or 07953 966 250 from any other phone.

EE standard opening hours are 8am to 9pm weekday, 8am to 8pm on weekends.
by Bigross255 Investigator
Investigator

Re: Help! On max plan, currently in USA and i have no data at all???

I have had the plan for around 5 months now, the only reason I went max was so I could use it in the USA, I have a saved chat transcript from before I left assuring me it would all work and that I didn't need to do anything before I left, it now wants me to buy data add on bundles when I haven't used any of my own data

by Grand Master
Grand Master

Re: Help! On max plan, currently in USA and i have no data at all???

Hi @Bigross255

 

Have you checked roaming and international call settings, as I mentioned in my last post?

 

Thanks




To contact EE Customer Services dial 150 From your EE mobile or 07953 966 250 from any other phone.

EE standard opening hours are 8am to 9pm weekday, 8am to 8pm on weekends.
by Bigross255 Investigator
Investigator

Re: Help! On max plan, currently in USA and i have no data at all???

Hello, yes I checked them both and they are both on 

by Grand Master
Grand Master

Re: Help! On max plan, currently in USA and i have no data at all???

by Bigross255 Investigator
Investigator

Re: Help! On max plan, currently in USA and i have no data at all???

It's the galaxy s9 plus 

by
EE Community Team

Re: Help! On max plan, currently in USA and i have no data at all???

Hi @Bigross255,

 

Welcome to the community 🙂

 

 

Is it just the data that is not working? Or are you unable to make and receive calls and texts also?

 

If your roaming and premium rate settings are correct as @Northerner suggested, can you please try the below for me?

 

  • Try re-starting your device.

 

  • Do a manual network search in ‘settings’.

 

  • Try turning 4G off in ‘settings’.

 

  • Check your device is set to automatic network selection within the device settings.

 

All of the settings and menus for the S9 Plus can be found here 

 

 

 

 

Please let me know how you get on once you have tried these 🙂

 

Alex

by Ace Contributor
Ace Contributor

Re: Help! On max plan, currently in USA and i have no data at all???

Have you sorted it @Bigross255?

 

If not, what happens if you try browsing to http://neverssl.com ?

 

Do you get the add-on page, an error or the neverssl page?

by Bigross255 Investigator
Investigator

Re: Help! On max plan, currently in USA and i have no data at all???

Still not working, when I go to that page all I get is the add on page from EE, customer service has been useless at helping me out via the chat, I'm so disappointed as this was the only reason I went with ee and it doesn't work! 

by Ace Contributor
Ace Contributor

Re: Help! On max plan, currently in USA and i have no data at all???

Hi @Bigross255. It's disappointing to hear you've been in contact with EE via live chat and they've been unable to fix this.

 

As you are getting the add-on page when you try and browse the problem is at the EE end and it's not your phone. I've had a similar issue when in the USA when I had a travel data pass on my account as well. Have you got anything similar listed in your add-ons?

 

I would suggest calling instead of live chat. It's free at least. Have EE offered to refund any data add-on costs whilst they try and fix it?

by
EE Community Support Team

Re: Help! On max plan, currently in USA and i have no data at all???

Morning @Bigross255

 

Thanks for coming back to us.

 

In your My EE account > Plans and add-ons, does your price plan show as a Max plan?

 

Can you make calls and send texts?

 

Leanne.

 

by Bigross255 Investigator
Investigator

Re: Help! On max plan, currently in USA and i have no data at all???

Yes my account shows as a max plan and i am able to make calls and texts, I am so frustrated, 

by
EE Community Support Team

Re: Help! On max plan, currently in USA and i have no data at all???

Hi @Bigross255

 

I have sent you a private message on here to get some details.

 

Thanks, Leanne.

by Bigross255 Investigator
Investigator

Re: Help! On max plan, currently in USA and i have no data at all???

I have just spent an hour on the phone to EE and it's bow hopefully sorted, they said that my plan had been set up wrong at their end, after talking to level 2 technical support it was all reset and started again and the internet seems to work now, hopefully it lasts, thanks for everyone's help 

by Ace Contributor
Ace Contributor

Re: Help! On max plan, currently in USA and i have no data at all???

Glad to hear it's all working now @Bigross255 and hopefully it's not ruined too much of your time out there.

by Bigross255 Investigator
Investigator

Re: Help! On max plan, currently in USA and i have no data at all???

It has ruined 3 days so far where we have been unable to do what we wanted due to not being able to use the phone to find places and so on, that's the only reason I went with EE and spend a lot of money every month on my contract, really disappointed with them. 

by
EE Community Support Team

Re: Help! On max plan, currently in USA and i have no data at all???

Hi @Bigross255

 

Thanks for coming back and letting us know.

 

I am very sorry this happened.

 

Hope you have a great time.

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