not working

[janlee008]

Hi

I am also experiencing this exact same issue. I went to Geneva in August, it worked for the first 2 days and stopped working on the 3rd day. Same in Italy, worked the first day and did not work the second day. Both times had an adequate spend cap and strong signal. Switching phone off, checking EU roaming activated, switching networks, mobile 4G, 5G auto etc  and spend cap made no difference. The only thing it could do was pinpoint one's location on google map via satnat which was some help.  Any help from anyone how they resolved much appreciated. 

[Katie_B]

Hello @janlee008. 

Thanks for coming here. 

I am sorry to hear this happened, it seems like you checked everything we would recommend here on the community. 

Are you abroad at the moment?

Speak soon, 

Katie

[janlee008]

I have since returned and spoke to a EE staff in a shop who are of no help. They are interested in only seemingly selling me products and broadband deals rather than investigating the issue.  

[janlee008]

As above. Now returned. 

[bristolian]

FYI you do have a short-time after posting to edit, to negate the need for multiple short replies.

Network-specific roaming issues can often require a fault ticket to be raised for further investigations. It's tricky to do this after-the-event, and a retail shop will likely only be able to contact CS for you, and pass the phone to you.

I don't believe retail shops have the ability to raise fault tickets.

[janlee008]

So it is too late now to raise a fault ticket you are saying ? It was also virtually not possible to contact EE as you get a robot or need to have broadband access. Plus limited opening hours.

Thanks

[bristolian]

Fault tickets are used to investigate a live issue.

If you've returned to the UK and no longer have the issue, it's a tad difficult to investigate & test further. The exception would be that you know another EE user still abroad and having the same problem?

[janlee008]

Please provide a link I could use when I am next abroad to report such fault and raise ticket please.

Thanks

[bristolian]

EE-CS are the point-of-contact for all network fault reports. There is no online facility.

As previously mentioned, the vast majority of roaming issues can be resolved by swapping to an alternative local network.

There is high-level monitoring of roaming performance, and this often identifies large-scale issues to allow real-time checks - but some problems only affect smaller number of customers and thus only by those users calling in, are they identified.

[janlee008]

Hi

Thanks. No there was no alternative networks to choose yet my friend has EE and had no problems ?

Regards
Janet