by CallumUK
Visitor

Why is my Travel Data Pass not working?

I have the Travel Data Pass activated and it's worked absolutely fine on previous trips. 

 

I had my phone off during the flight to California today and on turning it on I'm told I have used my data and can not access the internet without buying more data. 

 

The pass ads is still showing on MyEE and I've tried turning the phone on/off and using different networks. 

 

Disapponted by this as it usually works really well and now I've been left stuck. 

15 REPLIES 15
by biffgld
Explorer

Re: Why is my Travel Data Pass not working?

Also having a problem with Travel Data Pass.

It has been working fine in Austria for the last few days but has stopped working this morning.

by
EE Community Support Team

Re: Why is my Travel Data Pass not working?

Hi @CallumUK and @biffgld

 

We are investigating this at the moment 🙂

 

In the meantime can you please both try and reboot the handsets and try again.

 

If this doesn't work then please get in touch with us this afternoon.

 

Thank you

 

Richard

 

🙂

by biffgld
Explorer

Re: Why is my Travel Data Pass not working?

Hi

Thanks for reply.

I have tried several reboots but still same.

Noticed on " Manage my Device " under " your data allowance " I have the message  "  you do not have any data", yet my data refreshes on 4th and have also selected travel pass add on.

Thanks

by
EE Community Support Team

Re: Why is my Travel Data Pass not working?

Hi @biffgld

 

Please try again to reboot the device and try again.

 

If this does not work, then please get in touch with the service team.

 

When you select EE from the drop down box, there will be an option to speak to an operator via live chat.

 

Thanks

 

Richard

 

🙂

by Avirup Investigator
Investigator

Re: Why is my Travel Data Pass not working?

Exactly the same issue

 

live chat also is not working as it says I am outside the hours of operation even though it's not even 2pm in the uk.

 

even tried taking automatic time zone on my phone off to trick it into showing uk time and still live chat won't engage.

by Avirup Investigator
Investigator

Re: Why is my Travel Data Pass not working?

  1. Exactly the same issue

 

live chat also is not working as it says I am outside the hours of operation even though it's not even 2pm in the uk.

 

even tried taking automatic time zone on my phone off to trick it into showing uk time and still live chat won't engage.

by
EE Community Support Team

Re: Why is my Travel Data Pass not working?

Hi @Avirup

 

Thank you for coming to community 🙂

 

Are you a personal or a business EE customer?

 

This could be because the chat team are busy with other customers at the moment.

 

Have you tried calling customer services?

 

Cheers

 

Richard

 

🙂

by Avirup Investigator
Investigator

Re: Why is my Travel Data Pass not working?

Yes I've tried calling.... it disconnects after I've gone through (tried to select technical issues option)

 

this has has happened twice 

 

live chat isn't busy. It initiates and then disconnects after I've put all my details in. The messages states there are no operators as it's outside of hours.

 

what is the issue at present with the data pass?

by
EE Community Support Team

Re: Why is my Travel Data Pass not working?

@Avirup Have you tried to select service chat rather than technical chat?

 

Please try that option next, or try and use a different browser.

 

Thanks

 

Richard

 

🙂

by Avirup Investigator
Investigator

Re: Why is my Travel Data Pass not working?

I've tried both Safari and Chrome

 

i have to wait until the chat now pop up comes up. But I can't get a message through 

 

on Chrome, it gives me an error of we can't handle pay as you go even though I'm pay monthly. ☹️

by
EE Employee

Re: Why is my Travel Data Pass not working?

Hi @Avirup

 

Please see your other post.

 

Many thanks,

 

Lee

by JemW67
Explorer

Re: Why is my Travel Data Pass not working?

I have the same issue nothing works to activate the pass. I am in the US now and need this fixed. No chat option in the EE service section, what is the resolution? Thanks

 

by
EE Employee

Re: Why is my Travel Data Pass not working?

Hi @JemW67 and welcome to the community.

 

Our customer services team will be able to set it up for you.

 

I recommend logging into your My EE account on your phone's browser (not the app) or a computer. Once you're logged in, a chat window will pop up when an advisor is available.

 

If you can't get in contact with chat, from an alternative phone.please

 

get in touch

 

Enjoy the rest of your trip 🙂

 

Many thanks,

 

Lee

 

 

 

by JemW67
Explorer

Re: Why is my Travel Data Pass not working?

This doesn’t work either, no chat pops up, I don’t have another phone to use for calling. 

by
EE Employee

Re: Why is my Travel Data Pass not working?

Hi @JemW67

 

You may need to give customer services a quick call, do try using your handset to call.

 


Many thanks,

 

Lee

Can't find what you're looking for?

One of these options may help you find the answers you need.

Let's get started

Join the EE Community to ask, answer, learn and share.