Years trying to get roaming to work for my daughter...I want to talk to a human!

[jt001]

Yet another summer (it's been at least 3 now) where a now, almost 18 YO daughter, looks at me and asks about getting her roaming fixed, in the certain knowledge that we will fail again. She's tried texting ROAM - it doesn't work, as we're abroad, and she can't ROAM.  I've called the EE number, where the smug self-congratulatory voiceover tells us they've been voted the UK's best mobile phone network over 25 times.  This makes my blood boil.   I've tried the 'visual help' - which is an oxymoron, and isn't much help.  I have a multiline account, but the EE systems are configured clearly to only recognise that I'm calling about my phone, not hers.  Calling technical support is the same - I was, without my consent, apparently pushed through some sort of unecessary automated technical troubleshooting.  I actually asked for a call back, which was promised 'within 15 minutes'... we're at least 30 minutes beyond that now... I'm afraid I do not live in hope.   The thing is, as she's nearly 18, she'll be taking on her own contract.  I will encourage her to go with another.    I will also probably switch out.    But I expect all options are pretty much the same.    Telcos are interested in their calf-deflection and ARPU and not much more. 😞

[XRaySpeX]

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@jt001 wrote:

She's tried texting ROAM - it doesn't work, as we're abroad, and she can't ROAM. 😞

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She shoulda texted ROAMING to 150 before leaving UK to ensure roaming is activated on her no.

[ee_user14]

Adding to @XRaySpeX 

The ROAM/ROAMING text is what enables access to foreign networks on your daughter's SIM. Access to foreign networks allows for calls, texts & data to be used on those foreign networks.

Don't do so, and your daughter does not have access to foreign networks. Once she is abroad, that means no coverage. No coverage means calls, texts & data are not available. Catch-22, and trying to send a text from a phone without coverage is a fast way to fail.

Use different menu options on the automated system to just queue for a CS agent now. Request roaming is enabled on your daughter's SIM, then use whatever means at your disposal to advise her to restart her phone to begin with.

Once roaming permissions have been enabled on her SIM, her phone should connect to a local network thus enabling calls, texts & data. This process will apply equally to any and all networks you may choose, moving to another won't alter this.

[jt001]

done it. doesn't work.

[jt001]

done it. multiple times. doesn't work.

[Chris_B]

@jt001  You can’t send the ROAMING text when abroad because you are abroad and you need a network connection which you don’t have because the roaming text has to be sent when you are in the UK to activate roaming so when you get to the location you’ll have a working network connection.   If you did send this when in the UK try restarting the device. 

[jt001]

Thanks Chris.  It's a pity it's not a simple fix - I.e. speak to a human; press a button, and 'that just the way the system / network works' is the ultimate answer - that's not good CX. My daughter's tried from the UK.  As the account holder, I can't speak to a human - call deflection at every turn.  Didn't even get a call back, when I was promised. The EE app is unhelpful, too.  Questionable usability.   At this stage of maturity and optimisation in mobile phone industry, I'd expect it to work.  It's a shame that customer experience takes a lower priority to call deflection, but I'm not stupid, that the way things are. It feels like a maze designed to sap your will.  A human-handled support call would stop the churn from someone who was with Orange in the 90s and hasn't ever chosen to change provider, just moved with every acquisition. 

[bristolian]

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@jt001 wrote:

done it. multiple times. doesn't work.

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What is "it" that you've done multiple times?

Is it that you've done the roaming text from the UK and had confirmation by response, that global access is enabled?

Or that you're having problems navigating the CS-IVR to speak to an agent? I've not had cause to call recently, but bypassing the "visual service" options and just waiting on the line rather than taking a callback, has usually achieved the desired outcome.

[ee_user14]

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@jt001 wrote:

Thanks Chris.  It's a pity it's not a simple fix - 'that just the way the system / network works' is the ultimate answer - that's not good CX. My daughter's tried from the UK

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So you've travelled abroad from the UK without enabling roaming first. You are now reliant on local network coverage but without having permissions to connect to that local network. How do you propose enabling those permissions?

What do you mean by "my daughter's tried from the UK"? What exactly has she tried?

I get that IVR systems (press 1 for this, 2 for that) are a pain sometimes and we'd all prefer companies didn't use them, but.... EE's isn't THAT bad. Don't choose the visual option 1, don't take the callback option but just wait... there are firms with far-worse!