Roaming pass in Canada

[englisherphill]

Have landed in Canada. Have received the text message inviting me to apply for a roaming pass for £25. The link does not work. What do I do?

[bristolian]

In what was does the link "not work"?

[englisherphill]

It does not allow me to buy the promised roaming pass. The link just tells
me I am in Canada with no data which I already know.

[Ali_A]

Hi @englisherphill 

Please try switching your device off and back on and trying again. 
If you're unable to purchase your roaming pass online using the link in the message, please give Customer Service a call for free on 150 from your device, where a guide can manually add the bundle for you. 

Ali 

[_MrR_]

Is data roaming switched on (so you’re accessing the link via 4G / 5G and not through WiFi. 

When I bought a roaming pass in India earlier this year, this was the page the link displayed (and you note I was able to access it via 5G to access the page to buy it).

If you’re not sorted, might be worth sharing a screenshot of what you’re seeing…

[englisherphill]

My daughter who is with me and also an EE customer tried the 150 route this morning. She was on the phone for 30 mins to no avail. She was told it could not be added manually and that this was a known fault that EE was working on and hoped to sort out in 24 hours. This is of no use when we are in the country and need data roaming to do some of the things we need to. I have just checked 14 hours later and the problem is still there

[Ali_A · Accepted solution]

Hi @englisherphill 

It may seem simple, but please try restarting your phone, or if possible manually selecting a different network to connect to and try again. 
 
Failing this, it may be worth giving the Customer Service team another call to see if there has been an update they can help to have the roaming bundle activated. 

Ali 

[owuk]

I had this issue this week. The EE office being closed wasn't helpful. The only way I worked around it was  not using a roaming pass and changing my add-on to North American.

[PVD]

I had exactly the same problem last week when I landed in Canada. The link didn’t work. Tried calling EE (no response), switching off the phone etc etc. Fortunately I had another device with an Airalo esim which allowed me to create a hotspot. It was a very stressful experience. In the end I abandoned trying to connect.  About eight hours later the EE roaming pass started working. Not much use if you need to use your phone on arrival at the airport. EE roaming used to be reliable, but it’s very bad now so I’m not going to use it any more, and will use one of the more reliable esims like Airalo. 

[PVD]

Tried those, restarting phone didn’t work and EE never responded to my messages.