Hi ​@JoHacker 

Thank you for getting in touch with us. 

I am so sorry that you roaming add ons is not working. Please confirm if you are still in Canada so that we can provide with the troubleshoot settings.

Thank you,

Zandile m 

The iD Mobile Team 

Yes I am still in Canada currently 

Hi ​@JoHacker,

Thanks for confirming.

Before looking into a refund request, we’d recommend trying the following troubleshooting steps, as roaming issues abroad are often resolved by manually connecting to a supported partner network.

In Canada, we’d recommend manually connecting to:

• Bell
• Rogers
• Telus

To manually select the network (Android & iPhone):

• Go to Settings
• Open Mobile Network / Cellular / Connections
• Select Network Operators
• Turn Automatic OFF
• Wait for the available networks to appear
• Select Bell, Rogers, or Telus

We’d also recommend:

• Ensuring Data Roaming is switched ON
• Turning Airplane Mode ON for 30 seconds, then OFF
• Restarting the device completely
• Performing a network reset if the connection still does not work

iPhone:

• Settings > General > Transfer or Reset iPhone > Reset > Reset Network Settings

Android:

• Settings > General Management/System > Reset > Reset Network Settings

(Please note this will remove saved WiFi and Bluetooth connections.)

Once completed, restart the device and test the connection again.

If the roaming add-on still does not function after trying the above steps, please contact our Live Chat team so they can investigate the issue further and review the add-on on the account: https://www.idmobile.co.uk/live-chat 

Regards,

Gemma M

The iD Mobile Social Media Team

Hi,

It was not possible to get my roaming package working while I was away so I would like it refunded now I have returned please.

Jo

Hi ​@JoHacker, 

We’re sorry to hear that you were unable to get your roaming package working while you were abroad, and we understand how frustrating this must have been.

Please note that, in line with our terms and conditions, add-ons are generally non-refundable once purchased.

However, as you experienced issues with usage, we would recommend contacting us via Live Chat so that an agent can review your account in detail and investigate what happened. They will then be able to advise you on the appropriate outcome.

Owethu