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I can not access internet using mobile data while abroad.

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Mart45
Investigator
Investigator

‎23-07-2025 08:11 AM

Having ran out of data, I moved to unlimited data. For some reason or another, I have no access to the data (text and phone calls all work, and I have full connection and hotel WiFi services ). I have spent at least 4 hrs yesterday trying to resolve the issue (excluding my initial communication two days ago). I was informed by the technical team (level 2); who corresponded with level 3 team ‘I should have sorted my data prior leaving the uk’?! Due to the international network not equipped to update the system…  the issue is still on going, and they are NOT able to RESOLVE the issue. I have recently moved to EE and I am stunned with the poor level of service from the tech team. I have gone through the technical processes without any success. Surely a high profile telecommunication company such as EE can do better than this?

What am I expected to do for the remainder of my holidays without internet access?  I hope someone is able to help.

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11 REPLIES 11
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Mart45
Investigator
Investigator
In response to Peter_W

‎23-07-2025 11:57 AM

Finally!!!!  I managed to speak to someone from level 2 tech team was able to rectify the ongoing issue (within 5minutes!, and first attempt).. compared to the + 8hrs of back and forth - explaining, reexplaining, etc…

it turn out even though I had unlimited data, EE needed to add GB to the account as I am abroad… the system was not fully reset and it was at 0GB..  it needed to reactivate/ it needed a starting point.

ironically I asked about the same solution (my solution) during yesterdays conversation and I was told that it would not be possible to add GB to the account, as I’m using unlimited data. Even I saw the logic and I was told otherwise. If they only had listened to my point, we would not be in this situation.

Thanks Peter for communicating with me while I was with the tech team. I appreciate your support.

 

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Peter_W
EE Community Support Team
In response to Mart45

‎23-07-2025 02:13 PM

Thanks for the update here @Mart45.

I'm really glad to hear that our team managed to get this sorted in the end!

Thanks for taking the time to come back and let us know what fixed this, too.

Enjoy the rest of your trip 😊

Peter

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