Stuck Port / Roaming Activation Issue

[PCDV]

Hi EE community, 

I recently ported my number from Three to EE. I am currently on vacation and roaming in France.

I can see signal and receive SMS, but: 

Outgoing calls fail or route to Bouygues Telecom error messages and mobile data does not work

EE support informed me that my SIM has never logged onto a UK mast, and therefore is not fully activated. I cannot travel to the UK to fix this.

 How can I escalate my case to the Porting / Roaming Provisioning team to: 

1. Refresh my number port and routing

2. Force IMS/VoLTE provisioning

3. Enable full roaming activation remotely

This is an urgent issue as I am unable to use voice or data. 

Thank you in advance.

[XRaySpeX · Accepted solution]

@PCDV : Is it on contract or PAYG?

To be used abroad EE SIMs need 1st activating on EE's home UK network. If it wasn't you can't now use it until you return to UK.

You may only escalate it by lodging a formal complaint. You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks or come to a deadlock you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

[PCDV]

I'm on PAYG and card was activated in the UK. I'm able to receive text messages, calls and mobile data doesn't, please help. 

[XRaySpeX]

What do you call "activation"? How did you activate it? Did you make a call or text in UK? CS said it never touched a UK mast. So you can't have!

[bristolian]

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@PCDV wrote:

I recently ported my number from Three to EE. I am currently on vacation and roaming in France.

EE support informed me that my SIM has never logged onto a UK mast, and therefore is not fully activated.

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What level of support told you this, out of interest?

Regardless, if this is true - then unfortunately, you should consider yourself lucky to even be able to get the basic level of roaming network access that you have now.

Assuming the necessary changes can be made, it would need direct network-level access which would need a single-user fault being raised by CS. I'm not at all sure they would consider your scenario a fault, given that standard process is for prepay roaming to be auto-enabled on first-use in the UK.

It's certainly not something that can be progressed via this forum, from where there is no account access. You'd need to contact CS from another phone, and be expectant of being told "sorry, no can do"