roaming not working

Hey there ​@EdwinWH, we’re sorry to hear that.

I presume you’ve also tried restarting your phone, as simple as it may seem?

If that doesn’t work, and resetting your network settings and manually selecting all networks available haven’t worked also, please let us know so we can PM you, as we’ll likely need to raise to our technical team.

Thanks,

Tyler

Hi Tyler 

I went onto live chat on Sunday and it was escalated to technical support. I haven't heard anything back fron them yet. I have done everything suggested and also entered the settings for APN again although these appear to be correct.

Thanks

Edwin

I would add that I am connected to the networks in south africa but they think I have no data available, i get notifications to this effect. So it seems to be an issue of the respective network not honouring the roaming agreement for whatever reason.

Thanks

Edwin

The networks I am connected to in South Africa don't recognise that I have credit for data roaming and I get messages saying that I don't have data available. So it seems an issue of the partner networks not honouring the roaming agreement for whatever reason.

Best regards

Hi ​@EdwinWH,

Our Technical Team usually take around 72 hours for an update.

If you don’t hear back from the team you can contact them via Live Chat again, however we can also check this out for you here.

Please get back to us and we can PM you.

Kash

Hi I haven't heard back from technical support. Now into day 6 of the roaming add on with no signal As I am in South africa for another 8 days I would be happy if it was sorted and I could get the time frame extended so I can get the use I have paid for. But if there isn't a response i will give up and ask for my money back. How would technical support contact me. Also I don't have a ticket number, and wasn't emailed to say a case had been opened. There is nothing showing on my account regarding a case so I'm not sure is this is actually progressing. I will move to another provider if I can't roam in South Africa as I travel here often.

Hey Edwin, we’re very sorry to hear this.

The technical support wouldn’t contact you directly, you’d need to re-contact the live-chat to ask for an update on this.

When was the last time you checked back in with the live-chat?

If you prefer, we can PM here now.

Thanks,

Tyler

Hi I have checked in with them twice today. Both times they disconnected me after 15 mins and then 30 mins without giving an update. I asked them several times on the chat for an update. Anyway the service still doesn't work. If you are able to check and send me a PM that would be great otherwise I am going to give up and ask for a refund. 

Hi is anyone from ID mobile able to help with this? I've made repeated attempts via chat but I did not have an answer for requests for an update from technical support. I've since asked to cancel the add on and get a refund without any joy. I have been offered contact via private message a few times but no one messages me and I'm not able to send PMs. I'm not sure how I resolve this.

Hi ​@EdwinWH 

We’ll shortly send you a Private Message to your Community account, so we can discuss your issue further. 

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’. 

Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview  

We’ll see you there. 

Tom