Roaming

[katiejay1]

Before I begin Roaming is not a location.  I have never had any help with EE.  I Ami n the states and before I left the UK I spoke to EE and was told that I have to turn my phone off turn it on and select what package I want i.e. 1 day 1 week and so on.  I really need my phone an I don't have it because it doesn't work.  EE is the worst company for help.  I am in the States and can't use my phone.. I have serious hospital appointments that I must contact.  I will contact my solicitor when I get back to there UK as I have have incurred a fine of £100 due to know being able to contact a company.  There is no help at all.

[XRaySpeX]

Did you receive a Welcome text upon arrival?

Are you on contract or PAYG? Had you used that SIM for making calls or texts in UK before you left to go abroad?

If you are on contract, did you activate roaming on your EE a/c before you left UK by texting ROAMING to 150? Having a roaming billing add-on doesn't of itself activate roaming on your a/c. Having roaming activated on your EE a/c, not just on your device, is crucial to using your contract SIM abroad.

Often just rebooting the phone is the simple remedy. Also try selecting a network manually rather than auto.

Otherwise if you are on contract you need to call CS to get your roaming activated. Try calling CS on the Freephone no. in my sig. on Skype over WiFi. It should be free.

[bristolian]

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@katiejay1 wrote:

I have have incurred a fine of £100 due to know being able to contact a company.

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The only organisations who can impose fines in the UK, are the police, courts & local authorities. Companies have no legal authority to issue fines.

[katiejay1]

Thanks for your reply however I don't think you understood my complaint.  My phone does not work, every time I make a call the person can hear the phone  ring but it cuts out as soon as the call is answered.  I have asked people phone me but it just says the phone is off ,there isn't even my voice mail .  I'm stuck.  I have no phone thank goodness for WhatsApp. I am able to use my son's wifi when I am at his home but I don't have a phone that I can use when I'm out.

[katiejay1]

I received a letter which needed a reply, by phone. and if I was unable to contact that company it was written that I would have to pay a penalty(fine) if I did not get in touch.

[Lesley_W]

Hi @katiejay1 

Welcome to our community.

I'm sorry you are having trouble using your phone abroad. Are you getting any signal at all? Did you get the text from us when you landed that @XRaySpeX mentioned?

Lesley

[katiejay1]

Hi there 

I went to the Ombudsman regarding a 'non service 'from EE having paid for an upgrade so as to use my mobile phone when I was in the US from 21st April until May 12th.  I managed to make two phone calls, one to a neighbour and one to my daughter, but after that nothing.  I was staying with mason so wa able to use WhatsApp from his broadband.  I was then charged an extra £39 for data usage while away.  Even adding the £25.00 for a week's add on  my bill for that month should have been £87.45 so a £14.04 discrepancy .

I have tried speaking to EE but they will not speak to me as I have had a deadlock letter sent to me.  I have left so many messages to the person handling my case but have not had a reply.  I am unsure as to my next step.

[bristolian]

If you have received a deadlock letter, you have reached the end of EE's formal complaints process. This process starts with a formal complaint being raised.

If you are not happy with the outcome thus far, you can now refer your case to external arbitration - currently Ombudsman Services. They will only accept individual complaints that are deadlocked, or are unresolved after 8weeks.

https://ee.co.uk/content/dam/help/terms-and-conditions/regulatory/ee-complaints-code-of-practice-mar...