05-09-2018 11:34 PM
I have two separate EE Max Plans one for me, one for my wife (both purchased the same day, both
on the same account). We landed in the USA and both got the same text “
Hi from EE. Just a reminder that while you're in The United States of America you can use your plan minutes, texts and data allowances at no extra cost.“
My wife’s plan works and she’s been roaming for 6 days here, whereas I haven’t been able to roam and shortly afterwards got a text instructing me to buy a roaming add on.
I can’t get through to customer services because of the time
difference and every time I’ve tried they’re either closed or they are REALLY busy and I don’t want to spend
my holiday on hold for over 30 mins!!!
What can I do!
06-09-2018 08:49 AM - edited 06-09-2018 08:52 AM
Hi there @Katyboo84, welcome to the EE Community.
I'm really sorry to hear of this issue you are having. I know how frustrating these things can be, especially as you're on holiday, but don't worry as the good folk here at the EE Community will try to put things right!
Firstly can I please ask you to power off the phone and remove your SIM card in your phone? Whilst you might not have a SIM removal tool at hand since you're on holiday, if you can access a paperclip this should still do the trick. Oh, and if you're using a phone that doesn't require a SIM removal tool to access the SIM card, then ignore the bit about using a SIM removal tool / paperclip. 🙂
Secondly, I'd like to ask you to insert the SIM card again after about 5 minutes of removing it. Please ensure it's gone in properly.
Thirdly, please turn the phone back after inserting the SIM again.
Fourhtly, please check the settings in your phone settings - is the date and timezone correct to where you are? Have you got location enabled? Please make sure the answers to these questions are "yes" and "yes". 🙂
I really hope these steps help to fix the issue you're having and I apologize you haven't received a reply sooner since you posted this yesterday. If this hasn't helped, definitely reply and I or another community member will try to help further!
I hope you have a great holiday. 🙂
06-09-2018 06:04 PM
Yep I get this add on page. Tried the advice on here to turn the phone off and take the sim out too, didn’t work! The settings show in time and date the right time zone etc and the add on page says welcome to the USA