26-07-2017 10:31 PM
26-07-2017 10:41 PM
My EE smartphone showing no service despite receiving welcome text when arrived here and using abroad successfully last year. My old flip phone is showing service. I've checked all settings I can - suspect something changed when allowed to use packs in EU. Causing me big problems as can't receive text to verify online banking and location services not working unless on WiFi. Please can you help? If you want me to private message phone number I can but will need to tell me how to do!
26-07-2017 10:54 PM
Hi @ezfer Can you log into MyEE and see if roaming is enabled, under manage my device?
Have you tried a manual network search as well? Try selecting NOS. If that doesn't work, disable 4G and try again?
26-07-2017 11:00 PM - edited 26-07-2017 11:01 PM
If you have upgraded since you last used the phone abroad then roaming will be deactivated.
You need to call EE and ask them to activate roaming. If you cannot call and are an EE pay monthly customer., then you can use EE live chat function under the EE section of the contact us page here. (click on the cross next to EE and the live chat function will be visible.) live chat will be available tomorrow from 8 am UK time.
26-07-2017 11:10 PM
Thanks for replies. I haven't upgraded but think somehow new ability to use in EU changed things? I can't find anywhere to check whether roaming enabled in Manage Device when I log into EE. I can't seem to disable 4G and searching manually for network says 'error searching'. I pay monthly but not contract so may not be able to use live chat. I can try calling 150 from Old phone - does this still work from abroad and what is cost?
27-07-2017 10:04 AM
27-07-2017 11:25 AM
Getting error searching when doing a manual search is odd, you should still see a list of local networks.
Have you tried turning it off and on again?
27-07-2017 09:26 PM
Pay as you Go. Yes, support said odd that couldn't search for network. Has been like it for a few days - sure it was all working ok when we first came to Portugal. So apparently probably SIM or handset problem but don't know why would suddenly start. Everything else working ok.
29-07-2017 09:26 PM
Yes, spoke to 2nd line support in the end who couldn't help. I've come to the conclusion, rightly or wrongly, that SIM card fried by power spike or similar in one of our overnight accommodations - could find my location all the time on Google Maps until then but not the next day or since. And it was an out of the way place, quite likely to have been 'off grid'. Would this make sense? I can't check until I get back to UK but am hoping then that new SIM will fix.... Until then I am having to manage with WiFi only...
06-08-2017 05:59 PM
Took phone to EE store on my return to UK and they said wasn't Sim card so I have ended up with new phone and now on contract rather than PAYG. Seems possible that power surge fried antenna but haven't really had explanation. Apparently won't be covered by warranty although phone only just over 1 year old (Samsung galaxy J5). Will take surge protector with me when I travel in future!