Hi ​@Jambobob.

Thank you for your post.

Losing internet as soon as you leave home is really frustrating, and I’m sorry you’ve had trouble getting back to this page before.

First, because you’re losing connectivity outside your home, I’d recommend getting a replacement SIM. You can collect one from your nearest Currys store, or contact us via live chat and we can post a replacement out to you.

For using your phone in Germany and Austria, please visit: https://www.idmobile.co.uk/help-and-support/eu-roaming.

This page gives step‑by‑step guidance on what’s included while abroad, and how to set up your phone for roaming. 

Thanks,

Marquerita

The iD Mobile Team

Thanks for getting back to me, however, my ability to find things is not very good and what you typed looked so simple but not for me. !! Where do I find the bits referred to? The step by step guide ? Making sure roaming is on. It sounds so simple but I got hopelessly confused 

Hi ​@Jambobob.

Thank you for your response. I am sorry for the confusion caused.

 You can find the step-by-step guide by clicking on the ‘pretravel checklist’ after accessing this link; https://www.idmobile.co.uk/help-and-support/eu-roaming.

I hope this is clear. Please let us know if you have any further questions.

Thanks,

Marquerita

The iD Mobile Team

I clicked on the link and plan but still cannot work out where the roaming bit is. I have said to many different people many times I would like clear stet by step guides not just click on the link and hey presto it’s there! For me it’s never that easy 

Hi ​@Jambobob,

I am so sorry for any inconvenience caused, please could you try the below steps troubleshooting to connect:

• Restart their device.
• Enable automatic network selection (if not already enabled).
• Perform a network reset
• Retest data services.

Here’s how to do it all:

Restart your device

iPhone

• Press and hold the side button and either volume button.
• Drag the power off slider when it appears.
• Wait 30 seconds.
• Press and hold the side button until the Apple logo appears.

Android

• Press and hold the power button.
• Tap Restart (or Power Off and then switch it back on).
• Wait for the device to reconnect to the network.

Enable automatic network selection

iPhone

• Open Settings.
• Tap Mobile Service or Mobile Data.
• Select Network Selection.
• Ensure Automatic is turned on.

Android

• Open Settings.
• Tap Connections or Network & Internet.
• Select Mobile Networks.
• Tap Network Operators.
• Ensure Select Automatically is turned on.

Reset network settings

iPhone

• Open Settings.
• Tap General.
• Select Transfer or Reset iPhone.
• Tap Reset.
• Select Reset Network Settings.
• Enter your passcode and confirm.

Android

• Open Settings.
• Tap General Management or System.
• Select Reset.
• Tap Reset Mobile Network Settings or Reset Network Settings.
• Confirm the reset.

Retest data services

Once the device has restarted and automatic network selection is enabled:

• Turn Wi-Fi off temporarily.
• Open a webpage or app that uses mobile data.
• Check whether your mobile data is now working correctly.

If you're still unable to use data after trying the above steps, please let us know and we'll be happy to help further.

Regards,

Gemma M

The iD Mobile Social Media Team