Network issues abroad

[Gruhdsiny]

I'm currently in NYC, USA. When I landed I was able to purchase a 7 day roaming pass and had sporadic network, having to restart my phone occasionally to get connection back. Since that first evening though, I've now had no network fir 99%of the time. No data, no ability to call or text. I've tried restarting my phone, checking all roaming settings are on, manually selecting network, I've messaged EE on 150 but because I very rarely get connection for about 30 seconds- 2 minutes max, I've not been able to get any help or call or have a callback. Obviously being abroad I can't find anywhere that will let me call an international number from another phone. I have WiFi about 60-75% of the time using free WiFi networks but there is no way to contact EE using WiFi, their only solution is for me to call them which I obviously can't do. Does anyone have solutions or ways to contact EE while having no network abroad? I've even popped into a Verizon shop as I believe they are the network provider EE uses for me while in USA but they cannot help and they have not been able to make the call over WiFi 

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[XRaySpeX]

@Gruhdsiny :Try calling CS on the Freephone number in my signature using Skype over WiFi. It should be free. 

[Schockwave]

@Gruhdsiny , can you explain your problem so that we can help, as we do not know what issues you are having?

I have just seen that you have received an answer from @XRaySpeX, there was no need to start a new thread, but just continue in the same thread.

[bristolian]

I'm not really surprised Verizon couldn't help, but good effort trying!

Using the myEE app there should be a live-chat option, otherwise you can try calling CS on +44 800 9566000 using a web-calling app.

Realistically though - a manual network search is the correct way of dealing with a majority of "xyz isn't working abroad" issues, but the flip-side is that if you lose coverage of that specified operator, your phone won't automatically reselect. In your scenario, it almost sounds like auto-selection might be better.

If you're able to make & receive calls, send & receive texts one moment, this proves your roaming facility is working and thus there's nothing to "reset" as such. If you're repeatedly losing coverage outright, it might be needing a fault ticket raised by CS, into (non-CS-facing) offline tech-staff for further checks. That might need some persistence & patience with CS.

Edited to add.. duplicate posts merged into one.

[Gruhdsiny]

I do not have the ability to make WiFi calls apart from on WhatsApp and though very helpful, Verizon didn't either. So no way to call them if I'm having network issues.

The webcam option I did attempt to use but it is AI only and only directs me to call CS

After 3 days, I randomly had a full 8 hours of network connection and data and was able to call CS, was told I had bought my roaming pass but it had only just activated. Wasn't given a reason for this but thought things were now sorted. At the end of that day, lost everything again. Next day midday got back network fir calls but zero data connection. Called EE again. Went on a wild goose chase through all of the settings on my phone which I was already aware of and confirmed all set up fine. After an hour or so of trying to sort this out, a CS advisor told me they are having issues across all of their customers in US due to changeovers in network providers and I may at times have full connection but not guaranteed.

So they sold me a 7 day pass without alerting me to this currect issue, took them 5 days of trying to figure out the issue for them to be honest with me. Now I've had so much of my short trip ruined with this issue when I could have just purchased an eSIM elsewhere had I been aware.

Huge problem that if having no phone network abroad the only way they have to contact them is over the phone network

[Peter_W]

I'm really disappointed to hear that this has had such an impact on your trip, @Gruhdsiny.

If this has been linked with an issue around roaming, once you're back in the UK I would definitely recommend reaching out to our customer care team. 

They'll be able to get this logged as a complaint, investigate what's happened and look into if you've been left out of pocket here too.

Peter