Roaming in USA

[Cht19799]

Hi, I've added the Roam Abroad Pass, and made sure I have removed my spend cap, but I am still unable to use specific services such as Uber while I'm on 4G. 

It is allowing me to send messages via WhatsApp, and check services such as the news, however it seems like anything that needs to use quite a lot of data at once such as YouTube just will not load. 

I'm on an unlimited data plan, I have been in Austin, Texas for 2 days and haven't been able to use my phone properly. I have tried calling EE customer services, but the +44 number will not ring and it seems that live chat has been discontinued. The person  I am traveling with is only on an essentials plan, and chose to purchase the 7 day pass, and their 4g is working fine. 

I used to work in a store for ee for around 3 years, so have tried everything I can think of, and am still unable to make it work. 

[Chris_B]

@Cht19799  Have you restarted the device you got there ?    
Are you connected to the same network as this other person?    

Your unlimited data plan can still only use the FUP of 50Gb per month abroad and it doesn’t mean you’ll get the same network speeds when roaming as it’s not EEs  network. 

[Cht19799]

Hi Chris, thanks for the response. 

Yes I've restarted the phone 7 or 8 times, and just tried again for good measure. Also reset the network settings twice again this morning.

Yes we're both on EE, both redirected to T-Mobile while in the USA. 

I've checked the network speed, and it's running at about 50 down, 10 Up according to Ookla and the other person isn't having any issues at all. 

If I've still got the Roab Abroad Pass Soc added onto my account, would it be worth trying to purchase the 7 day pass (despite it doing the same thing) seeing if that would work, and then on my return speaking to customer services to try and get it refunded?

[Schockwave]

@Cht19799 , did you receive the welcome message? Did you make sure that roaming was enabled on your accounts?

Have you tried a manual search for a network and have you rebooted your phones?

You would otherwise have to ring customer services, see ways to ring them in my signature.

[bristolian]

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@Cht19799 wrote:

I've checked the network speed, and it's running at about 50 down, 10 Up according to Ookla and the other person isn't having any issues at all.

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If you're getting 50Mb/s download speed, and particular internet-based services aren't working... your issue does not appear to be with EE's roaming services.

Can you be specific about which services/websites/apps are & aren't working?

[Cht19799]

Hi there, 

Yes I received the roaming message, yes ive both restarted the device and manually selected the corrected network. 

I've tried calling customer services, but for some reason wifi calling isn't working and when I did manage to get through, the guys at cs said they'd get tech support to call me back in 10 minutes but that was hours ago. 

After testing it a bit, it doesn't seem like I can receive calls either. 

[Cht19799]

Hi there, 

The speed isn't consistent, but even when I'm in central austin the 4g isn't working. 

My main issue is with Google maps, and uber. When I've used wifi to book a cab into the city, I was stranded there yesterday until I managed to go into a bar and use the wifi to book a cab

I'd understand it if it was a speed issue, or if it just didn't work at all but the fact it's inconsistent is the thing that confuses me. For example, WhatsApp messages work, but I can't use Google maps or uber.