Roaming complaint

[Bukhuth]

Was in USA  2wks (7th May - 23rd May).
<span;>Sent ROAM text to 150 as requested and followed instructions on arrival in USA to activate a £25
<span;> 7 day roaming pass..recieved confirmation of activation, yet had no calls or texts..unable to connect to EE..app sent round in circles and sent text to call numbers which I was unable to call..hours of holiday spent trying to find a resolution..on the occasion I did manage to speak to advisor tried numerous attempts but unable resolve ..after 7 days requested to purchase a second 7 day pass £25 with no confirmation of activation , numerous attempts again were made to contact EE . After an hour Adviser told me a mistake had been made and that no activation had been made nor possible to re instate my service. I have been an EE customer for years using roaming in Spain with no issues yet this was a problem from  the start of my holiday until returning back to UK..I needed my service to call elderly parents back home thus had no phone network to enable to call home which was important..EE claims to be best network?..not my experience and not happy !..especially as my monthly package is not cheapest on market.. very disappointed in EE service.
<span;>Please refer to call logs and messages.</span;></span;></span;></span;></span;></span;>

[Alex_H · Accepted solution]

Hello @Bukhuth,

Welcome to the EE Community

I am really sorry you were unable to use your phone whilst out in the USA and we were unable to get it resolved when you contacted us. I understand this will have been really disappointing, especially with having parents you needed to stay in contact with. 

We have no access to your account via these forums, but if you do wish to make a complaint about the service, you can do so by calling us on 150 and asking to open a complaint or by submitting a webform via our page here Make a Complaint | Contact Us | EE

Alex

[bristolian]

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@Bukhuth wrote:

....followed instructions on arrival in USA to activate a £25 7 day roaming pass..recieved confirmation of activation, yet had no calls or texts..

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Roaming passes are normally now added by a weblink accessed via text message when your phone first connects to a foreign network. To do so, you must therefore have had roaming activated to have a local network connection.

How did you purchase yours?