Roaming not working - network registration fails for all networks

[spcatterall]

Hi,

I'm trying to roam in Australia but not having any success. Does anyone have any ideas? If I try to connect to any network I'm told "Network Registration Failed". I phoned EE via skype - apparently my phone's location is 'default' rather than 'Australia', which is not what it should be. They recommended resetting my network settings, but that didn't help. I checked roaming is enabled etc. Could it be a problem with my phone? (Huawei P30 lite) Thanks, Stephen

[Peter_W]

Hey there @spcatterall.

Welcome to the Community 👋

I'm glad to hear that you've been able to get in touch with our team to do some troubleshooting here, even if they weren't quite able to get it resolved at the time. 

Did they confirm that your roaming settings were showing as correct at our end too, or did you check these yourself before going away by sending ROAM to 150?

Are you getting this same error message regardless of what network you select too? 

Peter

[bristolian]

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@spcatterall wrote:

If I try to connect to any network I'm told "Network Registration Failed". I phoned EE via skype - apparently my phone's location is 'default' rather than 'Australia', which is not what it should be....but that didn't help. I checked roaming is enabled etc.

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Roaming is an account-level setting which gives your SIM permission to connect to foreign networks. It's not a phone setting you can check.

Many users get confused with the "data roaming" option within phone settings, which merely allows the use of mobile data whilst already roaming. I suspect the CS agent was alluding to EU-roaming or global-roaming, but as long as they've confirmed full global roaming is enabled - that's the main thing.

[spcatterall]

Thanks very much for your reply. I didn't text ROAM to 150 before going away, however I did call EE before leaving, explaining where I was going and when and setting up the roaming pass in advance. When I spoke to the agent via skype (from Australia) they confirmed that everything looked fine at their end i.e. I should be able to roam. The same error comes up for all networks.

I decided to just buy a local SIM which costs about the same as a roaming pass - but the experience has reduced my confidence in whether roaming will work in the future - I'm going to the EU in January and am not sure what will happen...

[spcatterall]

Thanks for your reply, That's a good point, but I think that - in my case - everything is set up as it should be. The only thing they could suggest was resetting my network settings but that didn't work, so I just bought a local SIM instead.

[Peter_W]

Thanks @spcatterall, I'm glad to hear that you've managed to get connected via a local SIM in the meantime. 

I still appreciate it's far from the best experience though, and the last thing we'd want is for you to feel worried about connecting in the future. 

If there's anyone else that's with you at the moment, it could be worth a quick test to see if your EE SIM works when in their phone. 

I'd definitely recommend giving our customer care team a shout once you return to the UK, as that way we can get this all double checked for once you head to Europe, and also look into the experience you've had overall too.

Peter

[spcatterall]

Hi Peter, thanks again for your reply. My phone works nicely with the local SIM in it. I tried putting my EE SIM in someone else's phone - it didn't work, same problem as in my phone. So I don't think it's my phone that's the problem. I'll contact EE when I get back to the U.K. Stephen

[Peter_W]

Cheers for the update @spcatterall, if this isn't working in another phone too it's definitely sounding like this is something at an account/SIM level. 

Fingers crossed once you're back home our team will be able to get this all checked out, and we can make sure you'll be all good to go for the next time you head abroad.

Peter