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Roaming blocked

Rebecca12414
Investigator
Investigator

‎17-01-2025 01:30 PM

Hi I’m having a major issue 

im in Italy but my roaming is blocked for calls and texts, texts won’t send and when I call it just says I’m blocked from making calls

when I go on EE chat it says text 150 to set up but I can’t text then it says call but I can’t call so how am I supposed to sort it? Driving me mad

anyone have any idea on how to fix it?

8 REPLIES 8
Chris_B
EE Community Star
EE Community Star

‎17-01-2025 01:34 PM

@Rebecca12414 This will be because you didn’t text roaming to 150 before you left the UK do you activate roaming on your account so you can connect to a roaming network ,  you now need to contact customer support via live chat so you can request roaming to be enabled on your account.  Live chat is available via the EE app under help. 

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.
Rebecca12414
Investigator
Investigator
In response to Chris_B

‎17-01-2025 01:39 PM

Live chat won’t put you through to technical support, can only call so frustrating

 Never had this issue before, and I received the normal text when I landed so I’m not sure why it’s now been disabled 

0 Helpful
Chris_B
EE Community Star
EE Community Star
In response to Rebecca12414

‎17-01-2025 01:40 PM

@Rebecca12414  if you got that text then roaming is definitely enabled. Have you tried restarting your device? Have you tried a manual network search ? 

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.
Rebecca12414
Investigator
Investigator
In response to Chris_B

‎17-01-2025 01:44 PM

yes restarted but still won’t connect, and messages still won’t send really wierd,

 

I’ve tried turning off the automatic network and selecting one myself but it still won’t let me call or text

not sure what to do

0 Helpful
Rebecca12414
Investigator
Investigator
In response to Rebecca12414

‎17-01-2025 01:45 PM

Sorry don’t mean connect mean it connects to a network but won’t let me call, wrong wording

0 Helpful
Schockwave
EE Community Star
EE Community Star
In response to Rebecca12414

‎17-01-2025 02:17 PM

@Rebecca12414 , have you tried to manually search for a network that works for you, if you have indeed received the welcome message? Go to settings, mobile services and then switch off automatic network and see what other networks are there under network selection.

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using web based app or another phone: +44 800 079 8586 or +44 800 956 6000.
DantheSwan
Valued Contributor
Valued Contributor
In response to Schockwave

‎17-01-2025 02:59 PM

Are some posts not showing up for you? 

They've already done what you proposed

0 Helpful
bristolian
EE Community Star
EE Community Star
In response to Rebecca12414

‎17-01-2025 04:00 PM

@Rebecca12414 wrote:

Live chat won’t put you through to technical support, can only call so frustrating

Technical support are an offline team and are not customer-facing.

There are customer-service teams who have a little more systems access than frontlline agents who answer inbound calls, those agents have access to fault ticketing into network-engineering & support areas.

In your case - what I don't see having been ruled out is a spend-cap or international call bar issue. Spend-cap can be self-checked via https://ee.co.uk/help/mobile/manage-use/pay-monthly/set-up-and-manage-spend-cap