Report: EE roaming subscribers left without access to voice, data services

EE CEO Marc Allera

EE apologised to subscribers via social media for an outage affecting its roaming services in Europe.

The BT-owned mobile operator has yet to issue an official statement explaining the problem, which is hampering customers' ability to make voice calls or access mobile data services, The Independent reported.

However, a spokesperson told the newspaper that EE is working with the network partners that provide its roaming services to fix the problem.

EE apologised to customers while responding to individual messages regarding the outage that were posted on social media site Twitter. The message reiterated its statement to The Independent that it was working to fix the problem as soon as possible.

The company spokesperson told the newspaper that subscribers should try restarting their phone or switching into and out of flight mode.

It is unclear if EE has responded to every subscriber reporting problems via social media. For example, The Independent published a Tweet from one customer that stated the operator had been "very quiet" about the issue. Another user reported that their data roaming services had worked well for the first two days of their visit to Spain, but had since stopped.

Subscribers also had difficulty when contacting EE's customer services, The Independent reported, quoting one user's Tweet that expressed frustration at the lack of knowledge of call centre staff.

EE last month announced it had completed the first stage of a move to bring all customer service roles back to the UK, with all enquiries from contract mobile subscribers now handled by staff in the country. In a statement, the operator said it would extend the UK call centre commitment to its pay-as-you-go and home broadband customers by the year-end, as part of a goal to become the best operator in terms of customer service.

CEO Marc Allera commented that the strategy has already reduced the number of customer complaints, and will see the operator create over 1,000 new jobs in the country when the strategy is completed.

For more:
- see this Independent report
- view EE's customer service announcement

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