USA Roaming - no message received to setup roaming pass.

jallem5668
Visitor

Hi, I’ve been in the USA a week and since I landed my E-sim has not worked. First I didn’t receive a text message to active a roaming pass, despite having roaming service turned on. I’ve tried manually selecting T-Mobile as my network, and also the automatic selection. The network status is “SOS ONLY”. I then deleted the e-sim and reinstalled to try troubleshoot that, but now can’t activate the new e-sim due to it being tied to the number. 

I can’t call the EE helpline as no access to another phone to call, I can’t access the web chat in the app as it isn’t available. Any help please 🙂

2 REPLIES 2
XRaySpeX
EE Community Star
EE Community Star

How did you have a "roaming service turned on"? It needs to be activated on your a/c not just your phone.

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.

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To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

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bristolian
EE Community Star
EE Community Star

A couple of bits here..

The first has already been mentioned - enabling the roaming facility is an account-level function, not a phone menu setting which I suspect you're confused with, You're not the first, and won't be the last, to think that "data roaming" (or similar) menu options are the place to check.. unless you checked with EE-CS, or texted ROAMING to 150 before leaving the UK... then your SIM doesn't have permissions to connect to foreign networks. That causes a lack of coverage abroad, and the rest of your symptoms are the natural consequence.

More importantly, you mention about deleting your eSIM... that will very likely do for you being able to roam now. Even without enabling roaming before leaving the UK, you could have contacted EE-CS using another working phone or web-calling app and resolved by requesting roaming was enabled.

By deleting your SIM, you will now need to have a new SIM activated before you can enable roaming in-turn. A replacement physical SIM can only be posted to your UK address, while any new SIM (be it physical or electronic) usually requires activation on EE's UK network before roaming can be enabled. There is an outside chance that you can get a new eSIM activated whilst abroad, but trying to do the activation & roaming enablement - whilst already abroad - comes with plenty of risk and no guarantee.

Be prepared to not be able to resolve this until your return to the UK.