20-05-2018 09:33 PM
Had my phone in Nicaragua and Colombia for 2 months. Was receiving messages in Nicaragua. Received a couple when I first arrived in Colombia. Then I’ve had ‘no service’ for around 3 weeks now. I’ve travelled the whole country including huge cities. Everyone else’s phones working around me. Not looking to pay for add-on, but do urgently need to receive a security message text for online banking as I have no money currently and no phone to call anyone! Similarly, I missed an important message from a friend that has cost me the price of another flight. I can see this is a common problem amongst EE users. I have switched my phone off/on, manually selected different carriers, reset network settings, turned off 4g, turned on data roaming. Gone through entire diagnosis on EE site. I’ve spent most of the last few weeks of my travels trying to sort this. Your online chat isn’t working, it tells me only your opening hours but no option to chat (even within hours), I’ve had a lady on Twitter say there’s not much they can do on social media (it’s my only way of contacting you!!!) and no, I can’t borrow another traveller’s device. Can you help me today as it’s getting pretty desperate. I simply need some reception. The automatic option sends me to Movistar for seconds and then back to ‘no service’. Nothing happens with Tigo or Claro. If this is a known problem, please tell me now to save us the time. Thank you.
20-05-2018 11:33 PM
Are you on PAYG or EE pay monthly account?
Did you activate roaming before leaving the UK? It may also be you are outside your account roaming allowance or hibernation if PAYG.
If you don't want to use someone else's phone then use a pay phone / hotel phone and speak to EE during UK opening times.
21-05-2018 03:56 AM
Use a hotel phone? That’s a wonderful idea! I didn’t think of that! There is no hotel phone because I’m in a very poor area of Colombia and there is no such thing as a hotel or a telephone. But the other travellers here have full service, as they did in all the cities I’ve stayed in where I’ve had the same problem. So nothing to do with location. Received texts and had signal in Nicaragua and first couple of days here, like I said, so roaming is on (I’ve also checked in my account). I am definitely outside ‘free’ roaming but I’m only looking to receive messages and phone calls (and make emergency calls if I need to). Sorry for the frustration but I’ve explained this in so much detail so many times to different people who don’t seem to be able to help. Maybe someone can take me a step further?
21-05-2018 08:49 AM
Welcome to the EE Community.
I'm sorry to hear you are having trouble using your phone in Colombia.
Unfortunately, we aren't able to access your account via the community.
If you login to My EE between 8AM and 9PM UK time, you can chat with customer services online.
Hope this helps.
21-05-2018 03:15 PM
Thank you. Do you see my frustration in sending a lengthy message and still needing to repeat all the details, as I have done to technical support in emails too. Online chat isn’t working. It simply tells me the hours. Which is now. But there is no option to chat. Technical support have refreshed my account settings and I at least have ‘Movistar’ appearing, but no signal. It seems I am simply stuck here with no money and no phone.
21-05-2018 03:37 PM
21-05-2018 04:35 PM
@James_B Live Chat appears to be geo-blocked, I'm waiting for confirmation but I can't get it to appear when I'm using a VPN and a non UK server.
21-05-2018 05:25 PM
Hi @Lee_H Yes, I tried it just before my post. If I pick a USA VPN server and log into MyEE, live chat option doesn't appear and I can't see it under contact us. Change to a UK one and I get the live chat option and it appears under contact us.
by Paulramsey68 a week ago