Cancel Add-on

This is shambles though! I bought £20 add-ons for Turkey as well and it isn’t working. So I am stuck with a service I cannot use. Followed all the guidance on Roaming and I cannot even get internet or calls and you are saying this cannot be undone?

So does that mean, I have gifted you £20 for no service received? I WANT A REFUND!!!

Hey there ​@bolarinwa, we’re very sorry to hear this. Please note the past response from above was in relation to normal data add-ons, not the new roaming add-ons we’ve recently introduced, so that’s a separate and different kind of case.

Have you tried restarting your phone and resetting network settings?

Also, what network are you connected to?

As this is time-sensitive due to you being abroad, we’d recommend contacting our live-chat regarding this ASAP:

https://www.idmobile.co.uk/live-chat

Thanks,

Tyler

Hi ​@Tyler, thanks for reaching out.

I have restarted my phone, increased my billing cap, and manually adjusted to networks. Currently on Turkcell and this isn't even working. I can only get Internet at the hotel, once I am out, that's it.

I have attempted to access live chat but that's not coming up either. My frustration is just currently high. I apologize for the outburst due to the earlier post but as you can imagine, paying for a service and not getting it can be annoying.

Hi there ​@bolarinwa 

Followed all the guidance on Roaming and I cannot even get internet or calls

Did you get an automated rate advice text from iD. When my wife and I were in Europe ours wouldn’t work correctly until after getting this text - it’ll give some blurb about £45 roaming cap.

I’m sure you have but roaming is on on both the account and phone?

have restarted my phone, increased my billing cap, and manually adjusted to networks.

What we had to do (after setting up roaming on our account and phones) was let the phone connect and just leave them for around 5 mins, then the text came and it worked. And yes I manually connected to iD’s roaming partners

Currently on Turkcell and this isn't even working

When you manually search, is this the only one it finds?

For Turkey iD have 2 separate sections

Turkey	AVEA, Vodafone
Turkey (incl. North Cyprus)	Turkcell

If you see AVEA or Vodafone can you try connecting to these?

My frustration is just currently high. I apologize for the outburst due to the earlier post but as you can imagine, paying for a service and not getting it can be annoying.

Obviously the earlier ‘thing’ was way before I chimed in, but don’t beat yourself up. I get frustrated too and often have to stop, calm down, and then rant anyway! And I was not in the best place when we were over in Europe until I sussed out how to overcome our connectivity blip.

Thanks ​@Daz_S,.much appreciated. 

Yes, when I got off the plane I got the text, and went to get my bags and that was where I discovered it wasn't working.

I attempted manually switching to Vodafone and I got the prompt message that it wasn't compatible. I had to get my wife to connect to the airport's WiFi to get the taxi cab. From then till today which is over 24 hours, I have been relying on the hotel's wifi. I have spent the better part of the day trying to live chat a team member but it isn't even coming up on the website. Just have no clue what's going on but I am def not happy to pay the £20 add-on.

Right so being as you got the ‘automated rate advice text’ this means you must have been connected to their roaming partner. This kinda points the finger at their new roaming add-on.

So do you see all 3 roaming partners listed. Sounds like you have Turkcell and Vodafone, what about AVEA?

Possible things to try is to turn the phone off. Being as you’ve set it to manual connection when it boots up it won’t be connected to any network. Then (being as Vodafone failed) try Turkcell again.

Then just leave the phone for 5 mins or until the same automated rate advice texts comes through. Once it comes through just leave it 5 mins or so to see if it drops the network. If it does just reconnect and again leave it to see if it keeps the roaming connection. My wife’s kept dropping her connection until FarceBook had pinged all the notifications through (hers kept dropping the roaming network). Then after no more notifications came through I reconnected and it maintained it - Yes this sounds like a lot of effort, but we do what we do to keep our other halves happy.

If all of that does nothing then either this new fandangled add-on aint working or there’s something we’re still overlooking.

As a last thought from me for now

Can you double check or try the via the app or online account:

Via Plan → Manage you iD services →

→ Is roaming still showing as toggled on (and did you click save when you set it up)?

→ try International on (this shouldn’t matter but worth a punt) and click save. Does this change anything? If not turn this off and save.

→ again it shouldn’t matter but try premium set to on and click save. Does this make anything work? Again if not toggle this off and save.

The only thing to say about toggling international and premium on is that these may cause a charge if there’s an incoming text waiting (like from a bank etc). But I would be doing the same if I couldn’t get this working. At least by doing this it gives you more ‘evidence’ this wasn’t an issue you created.

And in honesty I would be genuinely shocked if iD don’t refund the £20 if you can’t get it working (and we can prove it isn’t your fault)

Thank you ​@Daz_S 

I have checked the plan within the app and my settings are turned on for roaming both within the app and on my device. I have also rebooted my phone, although I have received no new text, I have since changed the toggle back to automatic for seletion of network.

There are 3 networks available

1. Turkcell (only networks compatible)

2. Turk Telekom (Not compatible, i took a screenshot of the prompt)

3. Vodafone Türkiye (Network not available).

It is still a no show.

No problem ​@bolarinwa 

So you can connect to Turkcell but no data is flowing? I’m beginning to wonder if this Roam Beyond data Add-on is only for AVEA and Vodafone roaming partners…. Only iD can clarify this.

Is Turkcell showing as 3G or 4G or 5G? If its showing as 5G can you tweak the phone to 4G only?

I’ve just found my topic from when my wife and I went to Spain, Portugal and France:

• European Crusie. Have I prepared correctly?

(ignore the typo for cruise)

And I turned International on - but I now don’t think I needed to.

You could have a skim read of the first 13 or so posts to see if any of that helps. But my reason for going back over it all was due to you not seeing a 2nd rate advice text. Neither did we so that’s at least one good thing.

This will cost you 60p but maybe you could text your wife’s number. This will prove you have a usable signal. And would serve as proof your phone had a signal but the data didn’t work.

Also, sounds silly, but have you had any messages on the phone saying you’re out of data - the reason for asking is because there’s been a few others with this new Roam Beyond data Add-on and their Android phones and had an on screen message stating an ‘out of data’ message. I’ve not heard back from any of them yet but I suggested they alter their phones data usage to that of the amount they bought for the RBdA and tweak the phones inbuilt billing day to the date they got there to see if this makes their Add-on work.

I would have suggested calling but the prices to make and receive calls could end up cancelling out the £20 for this Add-on so even I wouldn’t even bother

Only posting this so you know about charges

Roaming charges in Turkey.

The table below displays how much you’ll be charged for any minutes, texts or data that you use.

Roaming	Pay monthly	Pay-as-you-go****
Calls to UK*	£2.40	£2.40
Calls to Turkey*	£2.40	£2.40
Calls received*	£2.40	£2.40
Texts to Turkey**	£0.60	£0.60
Texts to UK**	£0.60	£0.60
Picture message (MMS) sent**	£0.60	£0.60
Internet and Data (per MB)***	£1.50	£1.50

* Price per minute

** Please note: MMS charges vary. For further information, refer to Terms & Conditions. If you joined or upgraded on or before 20th June 2023 the MMS cost is £0.30 per message for Roaming within EU Bands 1 and 2.

*** Data is charged or deducted in one kilobyte (KB) increments and any part KB used will be rounded up to the nearest KB

**** The charges below will apply to all Pay-as-you-go customers starting from 1st October 2024. Find out more about the current charges here.

Prices shown include VAT where applicable.

Hi ​@Daz_S - just realised I didn't add pictures as evidence to my descriptions. I feel like I did what was humanly possible. 

The live chat i was told to reach out to has since been inaccessible for some reasons and I haven't been able to connect at all.

Hi ​@Tyler, how do I go about processing a refund of the £20 paid?

​@bolarinwa the images actually help (to show you can’t use it) but also I’ve spotted something

On the first image you are clearly not connected to a network as there is no R with the signal strength (confirmed by the message too).

And being as you tried we can see you’re right - Vodafone doesn’t work despite the fact you had full signal. This might have been the lack of their automated rate advice text. But ignoring the lack of that text I now wonder why iD have two individual sections for use in Turkey (AVEA and Vodafone in one section and Turkcell in the other section)

But on the 2nd image you are connected, as R is showing on the signal strength - we know this but it just confirms things. So with this image the Roam Beyond should IMHO have worked. However, although doubtful, you also had WiFi at the same time. This add-on is data, so maybe the WiFi is messing with how iD configured their add-on… The problem is you now can’t reconnect to Turkcell.

Try this. Turn the WiFi off first. Then set your network to manual connection and Instead of connecting to Turkcell or Vodafone pick Turk Telekom. We want it to fail. Then airplane/flight mode the phone (as this drops the last connection in manual mode) and toggle this back off. Your phone should not connect to anything. Then (in manual) pick Turkcell and see if it connects with the R next to the signal. Leave the WiFi off. Can you load any app? If you can the RBdA must be working.

If this still doesn’t work all I can suggest is to turn the WiFi back on as you’re using up your holiday time. I would hope to think iD will reimburse you the full amount. If I had my way I’d also be chucking a gift card at you with the refund as an apology.