how do I speak to someone at EE?

[SirNigel]

My phone isn't working in the USA. 

I'm stuck in a customer service doom loop. "text Roaming to 150"  gets the following response: "There has been a problem, please call 150" 

"Contact us for live chat at https://business.ee.co.uk/help/"   - There is no live chat available.

Contact us on Whattsapp us on 0748396100 gets me into a live chat with  AI "Bert" who eventually asks me to hold for a live agent...

My phone isn't working in the USA. 

How do I contact a human being at EE?

[Katie_B]

Hi @SirNigel. 

Thanks for coming here. 

Did you activate roaming before leaving the UK by texting ROAMING to 150?

How long have you been holding to speak with a live agent?

Speak soon, 

Katie

[SirNigel]

Thanks Katie,
Yes. I’ve tried everything. “Bert” , 150, and the WhatsApp number.
I got a message saying I don’t need to text “roaming” as I already have it with my business package.
But when I make a call, I get a message saying I need to text “spend cap “ to 150.
Then I get a reply telling me " there has been a problem, call 150"

I’m on hold now for the 3rd time.

[Katie_B]

Thanks so much for getting back to me @SirNigel. 

Do you have access to your EE account online?

You can up your spend cap there. 

Katie 🙂

[XRaySpeX]

@SirNigel : 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.

[SirNigel]

I finally got to speak to someone.

The roaming is included in my plan and is not something I can activate through my online account.

The found a problem with how my account had been set up ... roaming had not been turned on properly.

I have to switch off my phone and wait 2 hours. Fingers crossed.
It's taken me 3 days to fix this problem that shouldn't have happened.
It's very annoying.

[Katie_B]

Hi @SirNigel. 

That's great to hear. 

Often a quick reboot will get things working for you. 

Please be sure to keep us updated if this is not working for you soon. 

Katie

[SirNigel]

Argh. I spoke too soon.
It’s still not working.
Unless I’m just being impatient?

[Katie_B]

I understand the importance of being connected as soon as possible. 

Are you connecting to a local network by any chance @SirNigel?

Did the agent check your spend cap?

Katie

[SirNigel]

Yes. I’m connected to AT&T.

When I dial any number I get a message" you've reach your spend cap limit. Text spend cap to 150"

When I do that, I'm told "

There has been a problem with your request, please call 150

".

What number can I call to get someone to help me resolve this?

[mod edit: please do not post personal information such as phone numbers on the public board. Thanks!]