Roaming Turkey

[HelenBnew]

I rang ee before coming to Turkey and they said I'd get a text on arrival asking if I want the 3 day or 7 day plan.I didn't receive a text on arrival to Turkey and I'm currently using the hotels wifi. Does anyone know why I didn't receive the message and what I need to do now and also how do I check if I've been charged extra for this?

[Northerner]

Hi @HelenBnew 

Are you PAYG or pay monthly contract.

If pay monthly you'll need to have roaming activated on your account cand if you don't have this you'll need to speak to EE CS to activate or use the chat via the EE app during UK office hours.

Thanks 

[HelenBnew]

I'm on a contract but the numbers for contacting ee from Turkey are saying contact not registered so not sure how I contact them?Did you say i need ee app to contact and then what?Thanks

[Northerner]

Hi @HelenBnew 

Use the message us functions under help on the EE app. 

Alternatively use another device:

https://ee.co.uk/help/contact-ee

Thanks 

[bristolian]

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@HelenBnew wrote:

I didn't receive a text on arrival to Turkey

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This is indicative of roaming not being enabled. 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.

Have you used your phone abroad previously, did you receive a welcome text message on first arrival abroad? These are good evidence of roaming being enabled if so. In these cases, manually cycling through all available local networks often resolves issues - toggling flight mode can have the same effect.

If not...On PAYG, roaming 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 over WiFi.