by Clare_24 Investigator
Investigator

I'm currently in Australia and had no problems but now have no network

I'm currently in Australia and have had no problems with connecting to a network for over two months, 2 days ago my network disappeared and all I have is searching.

I've reset the network settings and that hasn't done anything, my account with EE is fine and payment is up to date.

Any suggestions would be really appreciated!

18 REPLIES 18
by Grand Master
Grand Master

Re: I'm currently in Australia and had no problems but now have no network

@Clare_24  If could just ba a local mast is having issues. 

by Clare_24 Investigator
Investigator

Re: I'm currently in Australia and had no problems but now have no network

@Chris_B hopefully it is just that 🙂 

by
EE Community Support Team

Re: I'm currently in Australia and had no problems but now have no network

Hi @Clare_24,

 

Welcome to the EE Community.

 

Have you tried selecting a different network manually?

 

Thanks

 

James

by Grand Master
Grand Master

Re: I'm currently in Australia and had no problems but now have no network

Over 2 months = over 61 days. Could that be the reason? EE expects its users to be in the UK for at least 60 days out of any 120 to benefit from roaming. You should have been texted before being cut off.

Stable links
EE plans are intended for customers with a stable link to the UK who travel abroad periodically. They are not intended for customers roaming on a permanent or semi-permanent basis. We will consider you have a stable link to the UK if spend a total of 60 days or more during any 120 day period within the UK. If your usage abroad in the EU/EEA exceeds this, you will be alerted by text, and after a 2-week period we may charge you for services you use or block your SIM card and roaming services. We’ll let you know before we do anything.
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If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by Clare_24 Investigator
Investigator

Re: I'm currently in Australia and had no problems but now have no network

I tired to but it won't let me choose a network, it just says not available.

 

Any other suggestions?

 

Thanks

 

Clare

by Clare_24 Investigator
Investigator

Re: I'm currently in Australia and had no problems but now have no network

Nope never had any text before, I've been here before on a 1 year backpacking trip and never had any problems with being out the Uk for so long with EE.

 

by
EE Employee

Re: I'm currently in Australia and had no problems but now have no network

Hi @Clare_24

 

Are you a personal EE customer?

 

If so I can send you a link for live chat.

 

They'll be able to check everything's OK on your account.

 

Thanks - Karen. Smiley Happy

 

 

 

by Clare_24 Investigator
Investigator

Re: I'm currently in Australia and had no problems but now have no network

@Karen_C Hi yes I am a personal EE customer

 

Thanks

Clare

by
EE Employee

Re: I'm currently in Australia and had no problems but now have no network

Thanks @Clare_24

 

I'll send you a Private Message with a link.

 

Thanks - Karen. Smiley Happy

by Brilliant Contributor
Brilliant Contributor

Re: I'm currently in Australia and had no problems but now have no network

@XRaySpeX That's an interesting one as it only mentions Eu/Eea so are we to assume that doesn't apply to Australia?

 

Agreed its roaming for more than 60 days but not mentioned in that piece 

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by Clare_24 Investigator
Investigator

Re: I'm currently in Australia and had no problems but now have no network

@Damienw1 just had a live chat with an EE agent and they think my phone has lost its carrier settings. So I need to master reset it on iTunes, the problem being I'm backpacking and my laptop and iTunes is at home, so going to see if I can borrow a friends computer tomorrow and hopefully that'll work.

He said it isn't a roaming problem 🙂 

by
EE Employee

Re: I'm currently in Australia and had no problems but now have no network

@Damienw1 You're correct the stable link only applies to Eu/Eea

 

@Clare_24 hope you manage to get everything sorted.

 

Enjoy your time in Australia!

 

Thanks - Karen. Smiley Happy

by Brilliant Contributor
Brilliant Contributor

Re: I'm currently in Australia and had no problems but now have no network

Hi @Clare_24 that's good to hear it's not a roaming problem you could try a network settings reset until you can get to a computer it may work it may not but worth a try.

 

you will need to re input any saved wifi passwords 

 

network reset by going to Settings>General>Reset>Reset Network Settings and then follow the prompts until your iPhone reboots.

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by Brilliant Contributor
Brilliant Contributor

Re: I'm currently in Australia and had no problems but now have no network

Thanks @Karen_C out of curiosity how does that stand for the new max plans in the 5 extra countries?

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by
EE Employee

Re: I'm currently in Australia and had no problems but now have no network

Hi @Damienw1

 

Yeah the new 5 countries will come under the same fair usage policy.

 

Thanks - Karen. Smiley Happy

by Grand Master
Grand Master

Re: I'm currently in Australia and had no problems but now have no network

Yes, @Damienw1, I was assuming it also extends to the extra 5 countries on recent EE Max plans as that would make sense, but it now appears not.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by Clare_24 Investigator
Investigator

Re: I'm currently in Australia and had no problems but now have no network

So I had to do a master reset to sort my network out but this resulted in my phone to completely stop working, so I had to pop into an Apple shop and they have replaced my phone, turns out it was a hardware error in my phone that caused my SIM card and  

network not to work!

all sorted now, thanks for all the help!

Good to know it wasn't a roaming problem!

by
EE Community Support Team

Re: I'm currently in Australia and had no problems but now have no network

Morning @Clare_24

 

Thanks very much for coming back and letting us know.

 

Hope you are having an amazing time 🙂

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