by Simitanna Investigator
Investigator

In Portugal, roaming not working. Phone settings ok. Help!

 Husband and I have the same Samsung A7 2017 phone, both on same networks yet his roaming/data works and mine doesn't. 

 

Have tried switching from LTE etc to 3g and 2g only, have searched networks and tried to join manually. Nothing worked yet. Any suggestions? Need the internet asap! TIA

17 REPLIES 17
by Grand Master
Grand Master

Re: In Portugal, roaming not working. Phone settings ok. Help!

Did you activate roaming on your MyEE a/c before you left? Presumably not. Having a roaming allowance does not auto enable it. You may still be able to in your online a/c under Manage Devices. If not, you will need to call EE. Use the landline nos. in my sig.

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by
EE Community Support Team

Re: In Portugal, roaming not working. Phone settings ok. Help!

Morning @Simitanna

 

Thanks for posting on the community.

 

Can you receive calls and texts at all?

 

Also, are you with us on pay as you go or pay monthly?

 

Speak soon, Leanne 🙂

by Simitanna Investigator
Investigator

Re: In Portugal, roaming not working. Phone settings ok. Help!

 Yes, it's activated.  This is the first time in months of travelling that I've come across this issue. 

by Simitanna Investigator
Investigator

Re: In Portugal, roaming not working. Phone settings ok. Help!

Hi @Leanne_T, can receive texts & calls, have a T-Mobile pay as you go

by
EE Community Support Team

Re: In Portugal, roaming not working. Phone settings ok. Help!

Thanks @Simitanna

 

Do you get an error message when you try and make a call?

 

What happens when you try and manually select a network?

 

Do you have allowance or credit remaining to make calls and texts?

 

Speak soon, Leanne.

by Simitanna Investigator
Investigator

Re: In Portugal, roaming not working. Phone settings ok. Help!

Hi @Leanne_T

 

It won't manually connect to a network (only showing 3 networks).

 

Calls are connecting, no error messages.

 

I have credit for calls & texts, and a MONTHWEB data booster. 

by
EE Community Support Team

Re: In Portugal, roaming not working. Phone settings ok. Help!

Hi @Simitanna

 

Thanks for the quick reply.

 

Just to confirm, are you able to make calls if these are connecting?

 

Is it just the internet not working for you?

 

Thanks, Leanne.

 

 

by Simitanna Investigator
Investigator

Re: In Portugal, roaming not working. Phone settings ok. Help!

Hi @Leanne_T,

 

That's correct. It's just the internet that's not working.

by
EE Community Support Team

Re: In Portugal, roaming not working. Phone settings ok. Help!

Hi @Simitanna

 

Thanks for confirming this for me.

 

Is your data roaming turned on in the settings?

 

Go to Settings > Connections > Mobile Networks > Data Roaming.

 

Also, can you check if you have a mobile data limit set up.

 

Got to Settings > Connections > Data Usage > Billing Cycle and Data Warning > Set Data Limit.

 

If this is turned on, can you turn this off and try again 🙂

 

Thanks. Leanne.

 

by Simitanna Investigator
Investigator

Re: In Portugal, roaming not working. Phone settings ok. Help!

Hi @Leanne_T

 

Yes it is already enabled and no there is no data limit on.

 

As I mentioned, I travel frequently and this is the first time I have had an issue.  The settings have not been touched since my last trip.

 

I desperately need this to work as I am abroad without any connectivity, which is a safety concern.

 

A friend has told me he is roaming on "altice Meo" network.  When I manually tru to select networks, it only shows me "Meo" but says it is unable to connect.  It connects me to NOS but there is no data.

 

He sent me a screenshot of his APN settings and mine our identical.  Please help as this is a concern for a woman travelling abroad as I am sure you can appreciate.

 

Thanks

by
EE Community Support Team

Re: In Portugal, roaming not working. Phone settings ok. Help!

Hi @Simitanna

 

Thanks for the extra information.

 

In this case, I would suggest giving our customer service team a call.

 

You have done everything you can and we would need to look into this further.

 

You can call us on 150 from an EE phone or +44 (0) 7953 966 250 from another phone.

 

Let me know how you get on.

 

Leanne.

 

 

by Simitanna Investigator
Investigator

Re: In Portugal, roaming not working. Phone settings ok. Help!

Can we do it as a private chat please? I'd rather not exhaust my credit on a long phone call, and have seen this offered as am option to others. 

by
EE Community Support Team

Re: In Portugal, roaming not working. Phone settings ok. Help!

Hello @Simitanna

 

I am sorry we have no account access on the community to help you get this sorted.

 

If you give us a call the team will be happy to help.

 

Thanks, Leanne.

 

 

by Simitanna Investigator
Investigator

Re: In Portugal, roaming not working. Phone settings ok. Help!

Hi @Leanne_T,

 

Tried calling, not at all helpful.  Automated system for technical support directed me back to ee/help site 

by
EE Community Support Team

Re: In Portugal, roaming not working. Phone settings ok. Help!

Hi @Simitanna

 

If you can select the account query option when you call, this will get you to a customer service agent.

 

Thanks, Leanne.

by Katie88
Visitor

Re: In Portugal, roaming not working. Phone settings ok. Help!

HI I am having the same problem my phone is a second hand phone with aN ee contract sim (was also a contract phone but it broke) I have had to format my phone and now my data roaming won't work it is switched on I am also receiving calls and texts and can also make them I can connect to my broadband but can't connect to my mobile roaming data

by
EE Community Support Team

Re: In Portugal, roaming not working. Phone settings ok. Help!

Morning @Katie88

 

Thanks for coming to the community.

 

What phone are you using?

 

Are you able to try and connect to a different network in the phone settings, and see if you can connect?

 

  • iPhone – Settings > Mobile Data > Network Selection > Turn off Automatic and select a different network.

 

  • Android – Settings > More Networks > Mobile Networks > Network Operators > Tap OK

 

  • Windows – Settings > Mobile Network > Network Selection > Tap on start manual search

 

Hope to hear back from you soon 🙂

 

Leanne.

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