by laurentxp Investigator
Investigator

Q10/ROAMING FRANCE

I have got a recurrant issue when using my phone(Q10Blackberry) in France ; the network is not available ; a message stating 'the sim card is not provisionned'appears.
I have to switch off/on again till eventually I get a signal and keeping it by calling.However,this is not systematic and I can from time to time make/received phone call and keeping a signal for few hours.
This has nothing to do with the network coverage (happen in urban / rural area); or with the roaming status of my account account as I can use my phone in all european country any tine or France from time to time.
By the way is there any real customer service available ???
Thanks for your help.

6 REPLIES 6
by Grand Master
Grand Master

Re: Q10/ROAMING FRANCE

@laurentxp   You might need a new SIM card.  If you wish to talk to customer services use the live chat pop up when you login to your online account or call customer services on 150 from your device.  

by
EE Employee

Re: Q10/ROAMING FRANCE

Hi and welcome to the Community @laurentxp

 

So I can try to assist, please may I know if you have your network is setup as automatic and not manual search?

 

Many thanks,

 

Lee

by laurentxp Investigator
Investigator

Re: Q10/ROAMING FRANCE

Hi Lee,
It's set up as automatic search
thanks
laurent

by
EE Community Support Team

Re: Q10/ROAMING FRANCE

Hi @larentxp

 

Thank you for getting back to my colleague @Lee_H

 

He is off for today, so I'm here to help.

 

Have you by any chance tried another SIM card in the phone?

 

Do you know of anyone else having the same problems?

 

Did you speak to our chat team like @Chris_B advised?

 

Thanks

 

Richard

 

🙂

by laurentxp Investigator
Investigator

Re: Q10/ROAMING FRANCE

Hi Richard
Thanks for your feedback;
-No I haven't tried with an other SIM (I do not have any other )
-No I do not know anyone with the same issue
-I tried to contact the chat service but without the proper password and identification (Fort Knox access!)they did not want to put me through the technical team .. and so far I couldnt access anyone from then CS team (150), line cut twice .. not my phone fault that time

by
EE Community Support Team

Re: Q10/ROAMING FRANCE

Hi @laurentxp

 

Thanks for the quick reply 🙂

 

Is their anyway you can call from an alternative mobile number or an alternative landline number?

 

One of the guys over the phone can verify you with other security questions.

 

Good luck

 

Thanks

 

Richard

 

🙂

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