by Richrocksmy Investigator
Investigator

Travel data pass stopped working

Hi,

 

I'm currently away and had data travel pass working for a few days but all of a sudden it wasn't added this morning and now only offers me the other paid options.

 

I tried disabling and reenabling by texting STOP TRAVEL to 150 and then TRAVEL to 150 which appears to work but then I don't receive the text saying that the day's 500MB has been added.

 

Any suggestions?

14 REPLIES 14
by
EE Employee

Re: Travel data pass stopped working

Hi and welcome to the Community @Richrocksmy

 

So I can try and assist, what bundles are offered when you pop over to: 

 

http://add-on.ee.co.uk/status

 

Have you recently travelled near to a border where the bordering country may not offer the travel pass?

 

Many thanks,

 

Lee

 

 

by KatieNewton123
New Member

Re: Travel data pass stopped working

I am having the same problem as described above. 

 

In addition, I tried to buy an additional add-on but am receiving an error message each time. 


I am currently travelling for business, making this a real inconvenience. 

 

Any suggestions would be appreciated. 

by Ace Contributor
Ace Contributor

Re: Travel data pass stopped working

I had a similar experience in NYC a few weeks ago. All of a sudden I was being redirected to buy an add-on. I left it a while and it started working again.

by
EE Employee

Re: Travel data pass stopped working

Hi @Richrocksmy and @KatieNewton123

 

I have looked further into this and I can see we currently have a data pass issue, our support teams are working to have this resolved asap.

 

I will keep you up to date if I hear anything.

 

Many thanks,

 

 

Lee

by vtyutyunnik
Explorer

Re: Travel data pass stopped working

Hi @Lee_H,

 

I am also experiencing the same problem with Travel Data Pass being in roaming. It suddenly stopped worked this morning, showing yesterday's date twice on add-on status page with status message "Time ran out" and suggesting purchasing new add-on. I desperately needed data access and tried to purchase additional pack but it didn't allow me to do that neither.

 

Are there any updates on resolving this issue?

 

Thanks

by
EE Employee

Re: Travel data pass stopped working

Hi All,

 

The issue should have now been resolved and data passes should now be working again.

 

If you are still having issues, please let me know if you are using an EE personal or business account and I should then be able to get you the appropiate help.

 

Many thanks,

 

Lee

by Richrocksmy Investigator
Investigator

Re: Travel data pass stopped working

Still not fixed for me on personal account.

 

Should I receive the standard data pass text when resolved?

by
EE Employee

Re: Travel data pass stopped working

Hi @Richrocksmy

 

I have generated you a unique chat link to our customer service team, who will be happy to look into this for you.

 

This can be found in your Private Messages.

 

The link will be active from now till 9pm (UK TIME).

 

Let me know how you get on.

 

Many thanks,

 

Lee

 

by vtyutyunnik
Explorer

Re: Travel data pass stopped working

Hi @Lee_H,

The issue still hasn't been resolved for me, I have personal account.

by Richrocksmy Investigator
Investigator

Re: Travel data pass stopped working

Thanks for the link but unfortunately the only interent connection I have access to is profoundly slow and drops out a lot. I'm unable to even load the chat session...

 

Is there another way this can be resolved...?

by
EE Community Support Team

Re: Travel data pass stopped working

Hi @Richrocksmy,

 

You can also contact customer service via telephone.

 

Thanks

 

James

by
EE Community Support Team

Hi @vtyutyunnik,   I've sent you a private message with a...

Hi @vtyutyunnik,

 

I've sent you a private message with a link to chat with customer service online.

 

They'll be happy to help.

 

Thanks

 

James

by Richrocksmy Investigator
Investigator

Re: Travel data pass stopped working

Won't that cost me £1.50 a minute...?

by
EE Community Support Team

Re: Travel data pass stopped working

Hi @Richrocksmy,

 

You can check the charges on our roaming help page.

 

Unfortunately calling is the only alternative contact method if you can't use the online chat option.

 

Thanks

 

James

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