Stuck in USA ee are rubbish!

[Dan516]

I am stuck in the USA and can’t make calls to ee and need to urgently. There is no way to contact ee. 
an awful provider cutting corners again.

What can I do? 

[bristolian]

When you say "I have roaming enabled", can you confirm exactly what basis you have for saying that? Several times asked, but none responded beyond "I have travelled extensively to the USA and have had no trouble before.". To avoid doubt, are you saying that you have used this phone (SIM, to be exact) in the US previously?

On this specific trip, have you been able to send or receive texts previously? This includes the welcome text message on first arrival.

Have you been able to make or receive calls previously? Have you been able to use mobile data previously? Are the symptoms the same across each available local network, having tried each one manually?

All these questions are driving at whether you have roaming enabled - many users travel abroad without it being enabled and find themselves with no coverage abroad. In the absence of confirmation to the contrary, this could explain your symptoms.

[Chris_B]

@Dan516   Did you text ROAMING to 150 before you left the UK ? 

and as I see no one mention this yet.   There is no email address you can use for customer support as emails are too slow to deal with customer issues. 

Live chat is available via the EE app under help.  

You say “ I have travelled extensively to the USA and have had no trouble before. ”.  Is that with this contract?  and as EE are you provided?  

[Schockwave]

@Dan516 , I have just read, that turning off 5G should work, so long as you have roaming enabled on your account.

EE are not rubbish, unfortunately, Skype has now been switched off, so unless Teams from Microsoft works and you can make a call for free or using another web based app to call, that is the only way to talk to customer service, but not sure what you expect EE to do, as you are roaming.

[Dan516]

Thanks, tried switching off 5g - didn’t work.

As you think ee are not rubbish, I’d just like to point out that a) I’m
having to go to a community forum to sort out a costly technical issue and
b) there is not factual way for me to contact them.
I’m trying to run an impact business.

I have had to go through my team (wasting their and my company’s time) to
get help. I’m happy to be convinced otherwise.


[mod edit - removed email signature with company details]

[Chris_B]

@Dan516  Did you text ROAMING to 150 before you left the UK to have roaming activated on your account?  What’s included with your tariff is irrelevant that just allows you to use your allowance when abroad it doesn’t mean roaming is enabled on the account.  Have roaming enabled on the account means your device can connect to a roaming network so you can used your allowance when abroad.     So did you enabled roaming before you left the UK by texting ROAMING to 150 ?    That’s a yes or no answer 

[Dan516]

Ugh. Read my earlier response chris.
I thought people here were supposed to be helpful!
‘That’s a yes or no answer!’ 😂


[mod edit - removed email signature with company details]

[Leanne_T]

Hi there @Dan516 

I am very sorry you're unable to make calls whilst in the USA. 

Can you send and receive texts? If you manually search for a network in your device settings, do any show available?

Speak to you soon. 

Leanne. 

[Chris_B]

@Dan516  I’v asked you a few times and you still haven’t answered that question.      

So once more.   Did you text ROAMING to 150 before you left the UK.     Im going to guess you didn’t and you think EEs at fault because you didn’t enable roaming on your account. 

I’ll even give you THIS  to read     

[Dan516]

Sorry chris, your patronising tone isn’t a good thing. Good luck. I don’t
want to have any more responses from you.


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[Dan516]

Hi Leanne,

Thanks!

I can. I think the issue is the e-sim in my phone is corrupting/corrupted
by the physical sim.

Do you know if I remove the SIM card if I’ll still be able to use the phone
via the Ee e-sim?




This message is confidential. It may also be privileged or otherwise
protected by work product immunity or other legal rules. If you have
received it by mistake, please let us know by e-mail reply and delete it
from your system; you may not copy this message or disclose its contents to
anyone. The integrity and security of this message cannot be guaranteed on
the Internet. All Content Copyright © 2024 Gentian Limited | Registered
Company Number: 12535062 | *Privacy Notice
<>*

--
Gentian Limited (Company number 12535062) is registered in England.
Registered office address: Unit A3, Gateway Tower, 32 Western Gateway,
London, England, E16 1YL