SIM won't register on network when roaming

[Mdcritchell]

In Oceania. SIM worked fine in Australia and New Zealand. Got to Vanuatu and SIM wouldn't connect to network. Now the same in New Caledonia. Won't connect even when manually selecting a network ('cannot connect right now'). Roaming is on. Restarting phone has made no difference.

[XRaySpeX]

Any Roaming Passes you may have had in Oz & NZ (ROW Zone 1) are not valid for Vanuatu (No ROW Zone) & New Caledonia (ROW Zone 4).

[bristolian]

The roaming passes may not be valid, but that's a billing issue.

The ability to connect to a local network is irrelevant where add-ons are concerned. If manual network search fails to get a connection, that's ultimately a fault case needs raising. Getting the call into CS to have that ticket raised, would be the complication.

[Debbie_G]

Hi @Mdcritchell.

Thanks for coming to the community. 

I’m sorry to hear you’ve had trouble connecting, and I appreciate you trying a manual network search and restarting your phone. I’d recommend getting in touch with our Customer Services team. They’ll be able to run some tests and check everything from our side. You can find more information on ways to get in touch while abroad on our Contacting us from abroad Help page. 

Debbie

[Mdcritchell]

Is there no more option of online/live chat?

All the contact options seem to involve phone calls, which I'm sure you'll appreciate are difficult when your sim won't connect to a network.

My wife's EE sim also won't connect, so I'm fairly certain it's an EE issue rather than handset.

[Debbie_G]

Thanks for getting back to us, @Mdcritchell.

The option for live chat will appear in the Help section of the EE App if available. 

I appreciate this is difficult when your SIM can’t connect to a network. Our team is best placed to look into this, and as your EE SIM can’t connect where you are, getting in touch from another phone would be the best option.

Debbie