Paid for EE Roaming Pass – No Data or Calls Working Abroad Despite 15+ Hours wit

[mnomanme]

I am currently on holiday abroad and I am extremely disappointed with EE’s roaming service and the support I have received.

I paid for an EE Roaming Pass specifically so that I could use my mobile services while travelling. However, despite paying for the service, my mobile data and calling services are not working at all.

Because I have no mobile data, I had to find Wi-Fi just to contact EE through Live Chat. Yesterday, I spent approximately 15–16 hours trying to resolve this issue with different advisers, but unfortunately, the problem is still not fixed.

Throughout these conversations, I was repeatedly asked to restart my phone and reset my network settings. I followed the instructions multiple times, but nothing worked. After spending almost an entire day speaking with support, I am still in exactly the same position — no mobile data and no calling service.

This is particularly frustrating because I am abroad and purchased the Roaming Pass specifically to avoid this situation. I have paid EE for a service that I am currently unable to use, and being without calls and mobile data while travelling is causing significant inconvenience.

I would therefore like EE to:

1. Escalate this issue to the appropriate technical/roaming team immediately.
2. Investigate why my roaming services are not working despite having an active paid Roaming Pass.
3. Restore my data and calling services as soon as possible.
4. Explain why I have been charged for a roaming service that I have been unable to use.
5. Consider an appropriate refund or account credit for the period during which the paid service has been unavailable.

Please do not simply advise me again to restart my phone or reset the network settings, as I have already done this repeatedly without success.

I would appreciate it if an EE representative could take ownership of this case and provide an actual resolution rather than asking me to repeat the same troubleshooting steps.

Thank you.

[bristolian]

You first need to separate the roaming pass, which is a purely billing add-on to reduce cost, from the free roaming facility. It is this, which is set at network/SIM-level, which allows your phone to connect to foreign networks. Those foreign networks then provide coverage, which allows calls, texts & mobile data to be used.

It's not clear from your post whether this facility is enabled, or has ever worked before. Have you been able to use your phone abroad previously? Whether on this or a previous trip? In other words, has your roaming ever worked, or has it worked and subsequently stopped.. If the latter, it is often a local network issue as EE's enablement is a one-off process.

A first-line troubleshooting technique should be to use your phone's manual network selection option to connect to each available local network in-turn and see if your symptoms alter or are consistent. For example, if you're unable to connect to any local network, the suspicion falls on your EE account settings. If one local operator works but another doesn't, then you have both the cause and solution to your issue.

Ultimately, if you need account-specific advice you will need to make contact with EE-CS by an alternative means - either another phone/device, or using live chat via WiFi/hotspot.

[Schockwave]

@mnomanme , if you have not enabled roaming on your account, then you will have to request this from customer service to enable it on your account, as you do not say whether you have, if you have not, then that would be why it is not working.

Did you receive the welcome message from EE when landing on holiday? If roaming is enabled, you should have received it.

[XRaySpeX]

This public user discussion forum is not the correct platform for escalating issues with EE. This user discussion forum can have no access to your specific account. You need to raise this with CS.