by Lauren10 Contributor
Contributor

My daughter is in Paris. Cannot access data.

My daughter is in Paris. Cannot access data. PAYG Nexus 4. I have been on line searching. Have spoken to three different people from EE. No luck. She has roaming activated. She has turned her phone off for 5 minutes and back on again. She has tried changing networks. She has bought a Travel Data Pass for the 4 days she's there. She can text but nothing else. We set everything up via EE customer support a couple of weeks ago. Does anyone else have any other ideas? EE suggested she go on the internet and chat to them...... but she can't as she has no laptop or wifi - only her phone. If anyone can help we would be really grateful. Another EE chap said it's because the Nexus 4 doesn't work abroad?

15 REPLIES 15
by
EE Employee

Re: My daughter is in Paris. Cannot access data.

Hi and welcome to the community @Lauren10

 

So we can try and help please can I get your daughter to pop over to 

 

http://add-on.ee.co.uk/status and let us know what is displayed.

 

Youur daughter would be unable to use live chat services as she is using a pay as you go.

 

Many thanks,

 

Lee

by Lauren10 Contributor
Contributor

Re: My daughter is in Paris. Cannot access data.

Thanks you for your welcome and your reply.

Unfortunately Alexandra doesn't have any internet access so she can't go to the link.

Thanks though - really appreciate it.

by
EE Employee

Re: My daughter is in Paris. Cannot access data.

Good Morning @Lauren10

 

It should still allow your daughter to access the link and it will either give info or an error message.

 

Have you checked if Data Roaming is turned on on the phone?

 

If not you can check it by following these steps:

 

Nexus 4 (Android )

  • Touch Applications.
  • Scroll to and touch Settings.
  • Touch More…
  • Touch Mobile networks.
  • Touch Data roaming.
  • Read the warning and touch OK.
  • Data roaming is turned on.

Let me know if that helps!

 

Thanks - Karen. Smiley Happy

by Lauren10 Contributor
Contributor

Re: My daughter is in Paris. Cannot access data.

Thank you @Karen_C and @Lee_H.

 

She did manage to access that page as you said (despite having no internet access - miracle!) but I can't see how to attach the screenshot to you. Sorry for being such a numpty.

 

It says R! in the top bar. And 0MB for data left.

 

She has got data roaming on but I have sent her your more detailed isntructions @Karen_C in case the previous instructions haven't quite worked.

 

Is there anything particularly in the screenshot @Lee_H you wanted to know that might help us.

 

Really appreciate you helping us on this,

 

Lauren

 

by
EE Employee

Re: My daughter is in Paris. Cannot access data.

No problem at all @Lauren10

 

I should imagine the R will indicate that she's roaming.

 

Is there any options to purchase a new bundle?

 

It was mainly to see if there was any error message at all.

 

Is your daughter also having problems with calls?

 

Thanks - Karen. Smiley Happy

 

 

by Lauren10 Contributor
Contributor

Re: My daughter is in Paris. Cannot access data.

Thanks @Karen_C. She followed your steps. She said it didn't give her a warning. She cannot access the internet/data. I had been hoping it was just a time related thing and she would be able to access it today. But no luck. It would be so good to know where I've gone wrong.

 

I really appreciate your time and effort, Karen. Thank you.

by Lauren10 Contributor
Contributor

Re: My daughter is in Paris. Cannot access data.

@Karen_C- she just said it keeps asking her to sign into the network... does that give you any clues?

by
EE Employee

Re: My daughter is in Paris. Cannot access data.

Hi @Lauren10

 

I can't understand why it's asking her to sign in?

 

Has she tried turning off 4G?

 

You can do this in:

 

  • Touch Applications.
  • Scroll to and touch Settings.
  • Touch More…
  • Touch Mobile networks.
  • Preferred Network
  • Turn Off 4G or select 2G/3G only

Once that's done try and access http://add-on.ee.co.uk/ and purchase a new bundle.

 

One other thing is she tries a manual network search and connects to another network - does the same thing happen?

 

Thanks - Karen. Smiley Happy

by Lauren10 Contributor
Contributor

Re: My daughter is in Paris. Cannot access data.

Thank you, @Karen_C. I will send her that information to try.

 

You are very kind!

 

 

by
EE Employee

Re: My daughter is in Paris. Cannot access data.

No problem at all @Lauren10

 

I'll keep my fingers crossed!!

 

Smiley Happy

by Lauren10 Contributor
Contributor

Re: My daughter is in Paris. Cannot access data.

Hello @Karen_C @Lee_H

 

Thank you for trying to help. Alex has given up.

 

Is there anything we can do for next time she goes abroad? We read all the stuff on-line about how to roam and what to do, contacted the help desk people and they set up roaming on her phone, and bought a pack 24 hours beforehand.

 

It would be great if we could make it work for next time to save all the stress and tears.

 

Thank you again for all your suggestions and advice. It was very kind of you to help us.

 

Lauren

by
EE Employee

Re: My daughter is in Paris. Cannot access data.

Aww that's a shame @Lauren10 Smiley Sad

 

I'm baffled as to why it won't work!!

 

No problem at all - this is what we're here for!

 

If it's allowing her to access the add-on page - it should then give her access to the bundles.

 

The thing with data is you can only purchase a bundle when you are there, looking at the EE pay as you go there isn't a travel pass available. 

 

It's hard as well as you can only check certain things like settings when in the UK.

 

Did she try the manual network search?

 

Thanks - Karen. Smiley Happy

by Lauren10 Contributor
Contributor

Re: My daughter is in Paris. Cannot access data.

Thanks @Karen_C.

 

That's interesting that you say that there isn't a travel pass with PAYG. Maybe that's the clue? This is what we bought before she left.

 

What should she buy? Or is it only possible to get internet on a contract?

 

She did try the manual network search but none of them worked.

 

Thank you for your continued support - very much appreciated.

by
EE Employee

Re: My daughter is in Paris. Cannot access data.

Hi @Lauren10

 

You can certainly still use data, it's just that the bundles are different.

 

There two daily bundles:

  • 75MB for £3 
  • 150MB for £5

There's also two 7 day bundles:

  • 300MB for £12
  • 600MB for £20

When she's trying to access the internet it should be taking her to a page that gives all the available options.

 

It's certainly a strange one!!

 

I wish I had a magic wand to get it working for her!!

 

Thanks - Karen. Smiley Happy

by Lauren10 Contributor
Contributor

Re: My daughter is in Paris. Cannot access data.

Thanks @Karen_C.

 

It's been nice to know there was someone trying to help. You are very kind.

 

Thank you,

 

Lauren

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