No service in Singapore and New Zealand

[Ianofemsworth]

Earlier this year, between 22nd January and 26th February I travelled to Singapore and New Zealand and did not receive a text inviting me to subscribe to a roaming package. I had visited an EE shop before travelling to ensure that my phone would work in those countries, and was assured that it would. On returning, I was told that my phone was not set up for roaming outside the EU.

This caused me a great deal of stress , and embarrassment, since my credit card was declined, due to my bank not being able to confirm my identity. I also paid for a month of phone usage which I could not access.

I feel I am owed some compensation,  for the failure to provide service, for the incorrect advice in store and for the consequent disruption of an expensive holiday.

[Chris_B]

@Ianofemsworth  Your phone will work abroad provided you had roaming enabled on your account for outside of the EU .    That’s done by you texting ROAMING to 150.  As you say you asked the store and you got a reply of yes it will work abroad but that’s provided you had worldwide roaming enabled and you didn’t check that.  

[bristolian]

Regardless of any billing add-on, your ability to get coverage abroad (which calls, texts & mobile data rely on) is dependent on roaming being activated - which allows your phone to connect to foreign networks.

If not...On PAYG, roaming is auto-enabled once your phone is used in the UK first. On pay-monthly, this needs to be enabled manually - usually by texting ROAMING to 150 before leaving the UK. I suspect you didn't do this, or it was only setup for EU-only usage.

Lack of roaming enablement means your SIM can't connect to foreign networks, with resultant "no-service" situation.

[Ianofemsworth]

Thank you. It is, however, somewhat vexing when one attends the EE shop in Chichester, before travelling ,specifically for this purpose, not to be given this information. I feel the responsibility lies with EE in this instance, not with your loyal and ‘ valued ‘customer.
Sent from my iPad

[Ianofemsworth]

I expected the team in the shop to check this when I attended for this purpose.
Sent from my iPad

[bristolian]

Neither myself nor the previous poster are EE staff, merely customers like yourself.

I've no idea whether EE retail shop staff have CS-training for scenarios such as this, but I wouldn't be surprised if they don't.

You're not the first user to travel abroad without enabling roaming, and I doubt you'll be the last. CS systems even allow you to add a roaming bundle without necessarily checking for the free facility being in-place.

[Baggieal]

I feel your pain!  I have had a similar  nightmare with EE during my holiday in New Zealand (see thread 'Roaming in New Zealand 2025).  Aiming to complain when I return to the UK, get 'Which' involved and probably switch to Vodafone. 

[bristolian]

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@Baggieal wrote:

I feel your pain!  I have had a similar  nightmare with EE

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Yours is a different scenario. Your issue is of having the free global roaming facility enabled but not having a billing add-on.

This user appears to not have roaming enabled.

This is not "similar". Posting to say it is, causes further confusion.