Hi ​@Yar,

We're sorry to hear that your Roam Beyond add-on hasn't been working. We understand how frustrating this must be, especially while you're travelling.

Just to confirm, the Roam Beyond add-on only covers data. Calls and texts are charged separately.

Could you please make sure you're connected to one of our supported roaming partners in the USA:

• T-Mobile
• AT&T

If you're still unable to connect, we'd recommend manually selecting one of the above networks and then performing a network settings reset.

For iPhone:

1. Go to Settings > Mobile Service (or Cellular).
2. Tap Network Selection.
3. Turn Automatic off.
4. Select T-Mobile or AT&T.
5. Then go to Settings > General > Transfer or Reset iPhone > Reset > Reset Network Settings.

For Android:

1. Go to Settings > Connections (or Network & Internet).
2. Tap Mobile Networks > Network Operators.
3. Turn Select Automatically off.
4. Choose T-Mobile or AT&T.
5. Then go to Settings > General Management or System > Reset > Reset Network Settings.

Please let us know if this gets your data working. If it still doesn't work after trying the above, we'll be happy to advise on the next steps.

Regards,

Gemma M

The iD Mobile Social Media Team

Sorry. did that but still nothing

Hi ​@Yar,

We're sorry to hear that you're still having trouble.

Could you please check that all of your account features are enabled? This includes:

• Premium services
• Roaming
• International services

You can do this in the iD Mobile app or your online account:

1. Sign in to the iD Mobile app or My Account.
2. Go to My Services.
3. Select Manage my services.
4. Check that the required features are switched on.

If everything is enabled and you're still unable to make calls or send texts, please let us know the make and model of your phone, whether you're using a physical SIM or eSIM, and whether you're receiving any error messages.

Regards,

Gemma M

The iD Mobile Social Media Team

Thanks Gemma. Unfortunately none of that helped. We're now a few days from when I bought the add which is days lost and I've had to buy a local sim and plan. So I wish to claim a refund please 

Hi ​@Yar,

I've just sent you a private message to help get this sorted.

To find it, click your profile picture in the top-right corner and select ‘Private Messages’.

You can also use this direct link to your inbox: https://community.idmobile.co.uk/inbox/overview 

We'll speak to you there.

Thanks,

Gemma M

The iD Mobile Social Media Team