Struggling to contact EE - I'm abroad and cant call or text!

[Jeanlinda]

I can’t use my phone or increase my spend cap to use in spain

[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.

On PAYG, this 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. Did you do this?

If you are on pay-monthly and now find yourself abroad without having enabled roaming, your only recourse will be to contact CS to request it activated. You can either contact +44 7953 966150 from another working phone, or +44 800 9566000 using a web-calling app such as Skype over WiFi.

[Alex_H]

Hi @Jeanlinda,

Thanks for visiting the EE Community 🙂

I am sorry you are having an issue using your phone in Spain.

As @bristolian mentioned this could be caused by not having the roaming enabled, in which case it would require reaching out to one of our guides on the Skype number they have supplied.

If you do have a spend cap in place, this could be causing the issue as well as you mentioned because using the phone in Spain will have a £2.47 daily charge, if you go to Manage> Settings> Spend Cap, is it showing a cap active and are you able to then disable it from here ? 

Alex

 

[XRaySpeX]

@Jeanlinda : Are you on contract or PAYG? Had you used that SIM for making calls or texts in UK before you left to go abroad?

If you are on contract, did you activate roaming on your EE a/c before you left UK by texting ROAMING to 150? Having a roaming billing add-on doesn't of itself activate roaming on your a/c. Having roaming activated on your EE a/c, not just on your device, is crucial to using your contract SIM abroad.

Often just rebooting the phone is the simple remedy. Also try selecting a network manually rather than auto.

Otherwise you need to call CS to get your roaming activated. Try calling CS on the Freephone no. in my sig. on Skype over WiFi. It should be free.