Moved from BT to EE - Problem with btinternet email

[Kelvin4418]

Also travelling in US but here for six weeks.  Was persuaded to move to EE, within the BT group (!), when BT contract ended last month, given all assurances that everything would work the same, explained about trip to US etc. Clearly they lied. Total nightmare. Had a btinternet.com email , which EE was using, which is my main one used for all bookings for holiday trip, car hire etc. which  was working until the 16th, we arrived on the 12th, now not working. Can't contact anyone, phone numbers and contact details on line do not work. Tried all suggestions on forum, with no luck.  Son in UK rang EE on our behalf, ended up with three way conversation with son, EE clerk (Vivienne) , trying to sort, until Vivienne hung up. Thanks Vivienne.  Hotel reception tried telephone numbers given from their landline, and from receptionists own mobile, to no avail.  Irate1, so sorry you have had a wasted business trip. So frustrating. Should you have any luck at all would you mind putting something on this community for me, with any suggestions, as we have another five weeks to go!  In the unlikely event that this site is monitored by EE your service is appalling.

[bristolian]

Your post has been moved to a new thread. What was the issue you had with your EE mobile service?

You've mentioned about BT-email, but I can't work out what your mobile networks issue is/was.

[Schockwave]

@Kelvin4418 , did you make sure that you have roaming enabled on your account?

[XRaySpeX]

@Kelvin4418 : Are you on contract or PAYG? Had you used that SIM for making calls or texts in UK before you left to go abroad?

If 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 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.

What's the issue with your BT email? You can still use it if you transferred your BB from BT to EE. How is EE using your EE email? Do you mean to communicate with you?

[Kelvin4418]

During the conversation with EE when switching over, I told them to activate roaming, immediately, as my trip to the US was imminent. This was not done.

I was assured that the service would continue, as before, including use of my bt internet.com email, this has not happened. I got email use back for a couple of days, but it has now stopped working again. As explained, this is my main email for everything.

[Kelvin4418]

I instructed EE to activate roaming, this was not done.

My mobile does not work. As explained, the hotel reception has tried numbers on their landline, and receptionist's personal mobile. No luck.

I'm at a different hotel now, so will go through the process again, with this one.

[Kelvin4418]

I was on a BT contract, which was ending. They persuaded me to move to EE, assuring me that the service would continue as before. SIM has not changed. During changeover conversation I instructed them to activate roaming immediately, and trip to US was imminent. This was not done. Stupidly I thought they would carry out my instructions.

Have tried rebooting mobile phone, laptop and tablet. No luck.

Have tried various networks.

Will ask hotel reception to try numbers you suggest. Thank you.

My bt email just stopped working a couple of days into the holiday. EE knows that this is my main email as it was the one they were using to contact me.  It came back into use for a couple of days, but has now stopped working again. As explained this was used for all holiday arrangements, car hire etc. EE said it would still work, but it is only working very sporadically.

At my wits end. Got another 4 weeks away.

[Schockwave]

@Kelvin4418 , did you receive the welcome message from EE? You can contact EE by using Skype in my signature.

Have you tried doing a manual search for network to see if that works?

[Kelvin4418]

Email not working, phone not working, don't know how else to explain it!

[XRaySpeX]

There's a diff between activating roaming on your a/c & having a billing add-on to cover its costs. Maybe they thought you meant the latter & did it.