Why can’t I use my data in Spain

[XRaySpeX · Accepted solution]

Did you receive a Welcome text upon arrival?

Can you make calls & texts?

Are you on contract or PAYG? Had you used that SIM for making calls or texts in UK before leaving to go abroad?

If you are on contract, did you activate roaming on your EE a/c before leaving 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. using a web-calling app over WiFi.

[Andrew_EE]

Hi Michelle - this thread says it has a solution but I can't see anything from you confirming what it was? 🤷🏼‍♂️.

My wife is currently in Spain with my son and he was able to purchase a daily pass but she hasn't been able to and they have both followed the same setting up process to enable Roaming.

Thanks!

Andrew

[XRaySpeX]

@Andrew_EE : You may read the Solution as the 1st reply to the OP at the top of this thread. I should think it applies to your wife.

[Andrew_EE]

Ok thanks @XRaySpeX , in that case my wife says that she has tried all of that so I have advised her to phone CS. When she clicked on the link she received when she landed she received this message below:-

Please turn off your WiFi
To get access to this platform you need to turn off your WiFi within settings.
How to get access
Checking how much data you've used is easy. You just need to be an EE customer. You'll also need to use the EE mobile network so that we can give you accurate and up to date information about your data usage.

If you're currently using WiFi
Switch your WiFi off.
Wait a few minutes to connect to the EE network.
Reload this page.
If you’re currently using iCloud Private Relay
Turn off your iCloud Private Relay
Reload this page
When you’ve finished don’t forget to switch on your iCloud Private Relay
If you're currently using a virtual private network (VPN)
Turn off your VPN client.
Disable any proxy settings in your browser.
Reload this page.
When you've finished, don't forget to switch on your proxy and your VPN client.
Now you should be able to see your data usage and buy a data add-on.

[Peter_W]

Welcome to the Community, @Andrew_EE.

When your wife is trying to gain access to a web page, is she off WiFi and does she have all the features such as VPNs etc disabled, as outlined in the message you listed above?

Did she definitely get the landing message like @XRaySpeX mentioned, and has she tried swapping between roaming networks, too?

Peter

[Andrew_EE]

Thanks for the response @Peter_W.

Over the weekend we went over everything again and my wife's roaming data is working. I think it was a combination of going over all steps again (which were set up as per the guidance) and a realisation that it seems that you don't actually physically need to select/purchase a 'daily' pass and that it is the default as soon as you start using data (as long as you had previously set up ROAMING as per the guidance). I could see the daily charge being added for both of them on the account every day. They do get the option to purchase the 7 day pass, but not a daily pass.

I only moved over to EE last month from BT so this is the first time we have encountered the Roaming functionality, but in summary I'd say that it does work but I think that the process could be tidied up a bit:-

• It could be made clearer that you don't need to select a daily pass and that it is automatically applied.   
• When you send the 'Roaming' text before you go, and then you select the country that you are travelling to, you don't get an acknowledgement, just radio silence.
• It would be useful on the account (as viewed via the app) if it told you what the 'Extra Charges' were for, i.e. Daily Roaming charge.

Thanks for your and also @XRaySpeX contribution to the challenge! 🙂

[Christopher_G]

I'm glad you managed to get it working, @Andrew_EE. Thanks for the feedback. I'll pass it on to our Roaming team.

I hope you enjoy the rest of your trip.

Chris