by Anchorless Investigator
Investigator

No data abroad despite paying for roaming add on

Despite having a 4g signal and paying for the European data add on I am not able to get online. I also cannot use the phone service as any option I chose is not valid. Nor can I login to my ee account (times out). I have sent a message via Facebook messenger but this has not been replied to. Please can someone from ee get in touch with me! This is very frustrating!!

21 REPLIES 21
by
EE Employee

Re: No data abroad despite paying for roaming add on

Hi @Anchorless and welcome to the community.

 

So I can try and help, please may I get you to perform a manual network search and choose a network other than what you are on.

 

Please also can I get you to try and ring using format of 00447*********

 

Also, please let me know If you are using an EE personal or business account?

 

Many thanks,

 

Lee

by Anchorless Investigator
Investigator

Re: No data abroad despite paying for roaming add on

Manual network search made no difference. I can call ee no problem, but whatever option I chose on the automated menu I am told 'sorry that's not on my list '. I have tried this from 2 other phones. I am a personal customer 

by
EE Employee

Re: No data abroad despite paying for roaming add on

Hi @Anchorless

 

As the suggestions have not worked, please pop to the live chat link.

 

This can be found in your Private Messages.

  

Our customer service team will be able to assist with your issue.

 

The link will be active from now till 8pm (UK TIME).

 

Let me know how you get on.

 

Many thanks,

 

Lee

by Anchorless Investigator
Investigator

Re: No data abroad despite paying for roaming add on

Still not working, despite ee tweets saying they have resolved the problem. Have restarted etc serveral times ☹️

by
EE Employee

Re: No data abroad despite paying for roaming add on

Hi @Anchorless

 

Are you now able to use data as this should have been resolved overnight?

 

Please do try selecting an alternative network, if the issue still occurs, please use the link I sent yesterday.

 

Many thanks,

 

Lee

by Anchorless Investigator
Investigator

Re: No data abroad despite paying for roaming add on

Yes working now thanks for your help 

by
EE Employee

Re: No data abroad despite paying for roaming add on

No problems @Anchorless

 

Enjoy your holidays.

 

Many thanks,

 

Lee

by Dave_w Investigator
Investigator

Re: No data abroad despite paying for roaming add on

I am in the same boat in cuba at min and got auto reply saying been added but cannot access data 

by
EE Community Team

Re: No data abroad despite paying for roaming add on

Hi @Dave_w,

 

Welcome to the community 🙂

 

Are you still having difficulties getting on line in Cuba?

 

Are are able to make and receive calls and texts?

 

Alex

by Dave_w Investigator
Investigator

Re: No data abroad despite paying for roaming add on

Hi,

Yes still nothing...


Get Outlook for Android
by
EE Community Team

Re: No data abroad despite paying for roaming add on

Hi @Dave_w,

 

Sorry, do you calls and texts work incoming and outgoing?

 

Before you left the UK, did you text ROAMING to 150?

 

We have a great thread on the community on Roaming  which has some additional things to try.

 

Alex

by Dave_w Investigator
Investigator

Re: No data abroad despite paying for roaming add on

Hi Alex

I haven't tried any calls yet but I can send and receive texts.

I didn't request the add on until I got here.

I got the auto reply saying it has been added to the account.

I request the 7 day 22mb add on.



Get Outlook for Android
by
EE Community Team

Re: No data abroad despite paying for roaming add on

Hi Dave_w,

 

Is it an iPhone your using sending and receiving texts via iMessage?

 

Do you have access to your My EE account to see if the bundle is showing active?

 

Alex

by Dave_w Investigator
Investigator

Re: No data abroad despite paying for roaming add on

Hi,

No its S9.

I do have the app/account bare with me I will check to see if it's there

Get Outlook for Android
by
EE Community Team

Re: No data abroad despite paying for roaming add on

Fab,

 

Thanks @Dave_w

 

Let me know if it shows and if it does, does it show any of the allowance has been used?

 

 

Alex

by Dave_w Investigator
Investigator

Re: No data abroad despite paying for roaming add on

Hi

It does show in app but it's saying I haven't used anything..

[Image]




Get Outlook for Android
by Dave_w Investigator
Investigator

Re: No data abroad despite paying for roaming add on

The add on shows up but no usage info

by Dave_w Investigator
Investigator

Re: No data abroad despite paying for roaming add on

Although doesn't show up on my account on browser..

by
EE Community Team

Re: No data abroad despite paying for roaming add on

Hi @Dave_w,

 

This is good news that the bundle is there 🙂

 

Can you take a look at the S9 roaming settings and ensure that the phone itself has the correct options selected.

 

Are you using the same device now on a WiFi connection?

 

Alex

 

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