No roaming in UK

My fourth time I'm writing here about the same issue. I don't have roaming in the UK. I'm asking for the sms roaming to be activated after I changed a contract. Writing here follows up with a standard response that I'm making them aware about a complaint. Both the other times I got another response that they have emailed me which was never the case. I provided an alternative number to be called and that has also fallen into deaf ears.