I can't send or receive calls in the USA, despite me being on the £25.00 roaming

[kimD2]

Hi, I am stuck in the USA and cannot use my mobile for calls or to receive messages. I get messages to say a message has been left.

I have tried all of the different numbers suggested - and also tried to call out - but its just dead.

The network is 4G Verizon - my phone is a Samsung 9

I have paid for the £25.00 7 day pass - and everything else seems to work - mobile data to wifi, etc.

I am in a catch 22 situation - EE doesn't have an email help solution and keeps saying I have to call if I have a problem.

Any ideas?

K:-)

[bristolian · Accepted solution]

Regardless of any billing add-on, your ability to get coverage abroad (which calls, texts & mobile data rely on) is dependent on roaming being activated - which allows your phone to connect to foreign networks.

Have you used your phone abroad previously, did you receive a welcome text message on first arrival abroad? These are good evidence of roaming being enabled if so. In these cases, manually cycling through all available local networks often resolves issues - toggling flight mode can have the same effect.

If not...On PAYG, roaming is auto-enabled once your phone is used in the UK first. On pay-monthly, this needs to be enabled manually - usually by texting ROAMING to 150 before leaving the UK. Did you do this?

If you are on pay-monthly and now find yourself abroad without having enabled roaming, your only recourse will be to contact CS to request it activated. You can either contact +44 7953 966150 from another working phone, or +44 800 9566000 using a web-calling app such as Skype over WiFi.

[XRaySpeX]

@kimD2 : I dunno if "mobile data to wifi" means you can use mobile data or just WiFi.

As you are on contract, did you activate roaming on your EE a/c before you left UK by texting ROAMING to 150? Having a roaming billing add-on doesn't of itself activate roaming on your a/c. Having roaming activated on your EE a/c, not just on your device, is crucial to using your contract SIM abroad.

Often just rebooting the phone is the simple remedy. Also try selecting a network manually rather than auto.

Otherwise if you are on contract you need to call CS to get your roaming activated. Try calling CS on the Freephone no. in my sig. on Skype over WiFi. It should be free.

[Lauralisette22]

Like I’ve said in other posts calling from the USA to the U.K. has been an issue for me since last  summer and as yet there is  no resolution to this, so I’ve been told.
As this is a known issue my experience has been to up your spend cap allowance and as long as you have a global add on set in place on a monthly contract the amount should be refunded.