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New Contributor
September 26, 2025
Question

accidentally went over my cap and iD have stopped my internet access while l'm travelling abroad

  • September 26, 2025
  • 3 replies
  • 46 views

I accidentally went over my cap while travelling and iD have stopped my internet access - l can access some WiFi but it's not guaranteed and l can't find any way to contact them. I upped the cap amount on the app but there's no acknowledgement and now l've realised l can't set the alarm because the  phone still thinks it's in England while l've just arrived in Peru. The time difference is not helping either - l want to live chat with a real customer service person to sort this out but l can't! It's too complicated for the AI support and this is negatively impacting on my travels. How do l quickly get in touch with someone who can restore my internet access? Thank you 

    3 replies

    Siân W
    iD Mobile Employee
    iD Mobile Employee
    September 27, 2025

    Hi ​@suewatling  sorry to hear this, has your SIM been barred then and you’re unable to use any service? Or is it just data?

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    New Contributor
    September 27, 2025

    Hi, l have data, plus l finally got in touch with agents via social media and upped the cap but still unable to connect to iD in Peru

    Agent suggested l do a system reset of WiFi, mobile, Bluetooth but l'm a little reluctant in case there's a problem. At the moment l have intermittent WiFi, have sorted the time difference, and can contact iD via social media so may have to settle for that! 😕 Never had this issue before so going to need to think about the future with iD as this has been disappointing -  my bad for forgetting to turn data roaming  off so a big learning curve for the future!

    Siân W
    iD Mobile Employee
    iD Mobile Employee
    September 27, 2025

    We rely on other local networks while abroad, so we can’t always guarantee a fault free service I’m afraid ​@suewatling 

    A reboot of the handset may help? You can also follow the advice in this article - I'm abroad and Roaming is not working. What should I do? | iD Mobile Community

    I hope this helps.

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.