EE hit by international roaming outage

02 August 2016 |


Mobile giant EE has been hit by an outage that has prevented international roaming for all of its customers.

It’s been a bad start to the holiday season for mobile phone network EE as it has been crippled by widespread problems with its roaming and data services, prompting social media meltdown among its millions of users.

Customers attempting to use their phones while roaming internationally have been unable to make calls or send texts for the past 48 hours due to continual outages on the network. EE does not know what the problem is which is causing these outages.

When Capacity contacted the EE press office this morning we were told that the issue had been resolved.

However, this was clearly not the case since social media complaints are still being made. There is also an obvious disconnect between the claims of EE that only some customers are involved, mainly in Europe, and the claims on social media that all EE mobile customers have been affected.

Although the issues appear to have been ongoing for two days EE did not to make any official public statement about the issues. It did, however, reply to many users complaining via social media that they are aware of the roaming problems and were working to resolve them. 

Many also complained they had struggled to get through to customer service staff at the company to discuss the outages.

The network told one user on the 31st July: "We're aware of the issue with roaming and we're working to fix it for everyone ASAP."

When contacted by Capacity EE said today that the issue had been resolved but sent the same prepared statement that they have posted on their website: “We're aware that some EE customers travelling abroad in certain countries are experiencing issues affecting their voice and data roaming services. We apologise to any customers affected, and we are continuing to urgently work with a number of our roaming network partners to resolve the problem as soon as possible.”

The social media reports cite problems for users in Jersey, Tenerife, Cyprus, Poland, Paris and Canada to name just the ones we looked at.

The issue is still ongoing for EE.