Roaming Issues in Malta

[AlanOverseas]

I have a Roaming Contract with EE for the EU. I have recently been in both Austria and Slovakia without issues. I arrived in Malta a few days ago and needed to make some urgent calls yesterday, both local and to the UK. All calls were blocked. I tried the normal procedure of trying other local networks and rebooting my phone. Eventually, I dialled 150. It seems there are technical issues. The matter has not been solved this morning. I have borrowed an O2 phone and am able to call, so why are EE having issues and why are they taking such a long time to resolve?

[Katie_B]

Hello @AlanOverseas. 

Thanks so much for coming here. 

If you have been able to successfully roam in Austria and Slovakia your account is set up for roaming. 

Did you purchase a roaming add-on whilst in these countries or was this included in your current plan?

When speaking with our customer care team on 150 what was advised?

Katie

[AlanOverseas]

Roaming is on my current plan. The customer care just said there were technical issues, but that they could not provide a timeline when it would be fixed. 

[bristolian]

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@AlanOverseas wrote:

Roaming is on my current plan.

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This is one of the popular misconceptions though.

The ability to roam is never dependent on your plan, it's dependent on the free roaming facility being enabled, allowing access to foreign networks.

The plan you're on, or the add-ons you have, dictate the cost of roaming - specifically, whether you need to pay any daily charges or whether those are included.

I would expect there to be an open fault case (with an INC reference) if there are known issues. Timelines may depend on third party action.

[AlanOverseas]

This looks like specifically an EE issue in Malta. I was using Roaming in both Austria and Slovakia within the last week. Roaming in the EU is included in my contract. I have had to use a UK based O2 phone that has not had any issue with Roaming in Malta.