My Roaming is blocked

[Nipperlocko]

I’m currently in Turkey with my wife and we are both on the all rounder sim set to Roaming pass, I’ve tried contacting EE and made a web complaint, our problem is that we have no data or calls access, I’ve tried every number possible to EE but just blocking us even though for the last 3 days I have paid for a roaming pass we are still blocked from calling anyone but the data works, ill obviously be requesting a refund for the extra data we’re paying for, I possibly think a problem could of been caused by EE adding unlimited data to our sims when we took out broadband two weeks ago 

[Schockwave]

Hello @Nipperlocko ,

Welcome to the community,

Did you receive the welcome message when you landed in Turkey?

Did you activate roaming on your account? If not, you will have to contact customer services to get this activated.

You can see ways of contacting customer services in my signature, try using Skype, it is free to ring them.

Just read, you can use data, so have you tried manually searching for a network to see if that works? 

[Nipperlocko]

Afternoon,

everything is activated, and welcome message told me what the costs would be,even when I have full roaming attached to my account, filled a web form in complaining about my service, reply said it was sorted and to reboot our phones, still nothing so we have had to buy data passes for the last 3 days which is only letting data through, I can’t even call my wife whom is sat next to me let alone EE whom I’ve tried several times with different numbers but they keep blocking me saying it would take us over our spending cap which is set at £20, I just give up now and will be leaving EE on our return 

[Peter_W]

Welcome to the Community, @Nipperlocko.

Am I correct in thinking you can use the internet over mobile data right now, but can't use calls?

Do you know if other people can still call you?
It sounds like we've enabled roaming, but not the ability to call internationally, so I'd recommend replying to the complaints email you received and ask if this setting can be checked.

Peter

[Nipperlocko]

Well things are moving along slightly as we have a complaints supervisor on our case, EE have failed to let customers know that they have introduced another roaming inclusive area to all rounder sims called ROW1 or ZONE 1, Turkey has been removed from the EU pass and added to ZONE 1 which has only been added in the EE app today so they advised us to change our inclusive extra to ROW 1 roaming in the app and this has partially solved our issue, we both have included data now but still can’t call anyone, which hopefully will be resolved soon via the complaints manager, I’ve had all our data passes we’ve bought so far refunded and a £30 credit on our account 👍

[Peter_W]

Thanks for the update here @Nipperlocko.

Our previous Roam Abroad Pass included the EU with five additional global countries, but Turkey was never a part of this original pass. 

This pass was purely for providing allowances too, and does not have any basis on your ability to connect to a local network or dial out.

We have since split this pass in two, with one for the EU, and another for the five additional countries, along with an expanded list of new countries including Turkey.

I'm glad to hear our complaints team are on the case with things here, and please keep us posted on how you get on.

Peter

[comeocome]

can you show us a screenshot on how to do it in app? A text says EE has chosen EU by default for me, and in the app says since EU is chosen, I can only choose ROW zone 1 on 10th May, so there’s no button for me to toggle to choose between the two. 

why won’t EE let you do it on your own within each month????

[comeocome]

Why does EE have to split it into two categories? Since EE says they are giving access to all of those countries to customers, then why do we have to choose??? 

also, why can’t EE make it easier for customers to choose between in the app WITHIN each month? 

[Nipperlocko]

I absolutely agree with this, it caught us right out and , I presume you only changed to the EU pass before you went away and won’t let you change again for a month, raise a complaint about the splitting of zones through your app in the help section, they changed it for us

[Rach_H]

Hi @comeocome,

If you're not able to change this yourself in the app then you can give our team a call, and they will be able to get this sorted for you.

Rach