Hi ​@Minilink,

We're aware that some customers are unable to use Mobile Data (4G/5G) abroad. Our team is working with our network partner, Three UK, to fix this as soon as possible.

While we fix this, you can try switching your phone to Airplane mode for 60 seconds. Turn it back off after the 60 seconds are up, and your mobile data should reconnect.

We're sorry for the disruption and thank you for your patience.

For the latest updates, please visit our Service Status page for details.

Thanks.

Still not working in Belgium two days ago, neither for me nor my husband. They always say they are working to fix the issues, but nothing changes. Same in Germany, has been since March. I realise this is a budget provider, but you should not continue claiming you provide roaming capabilities in countries you clearly currently have no viable contracts.

Hi ​@ClareLy,

We're sorry to hear you're both still experiencing roaming issues. We understand how frustrating this must be, especially if it's been happening across multiple trips.

We'd recommend trying the following:

• Make sure Roaming, International and Premium services are enabled on your iD Mobile account.
• Ensure Data Roaming is turned on in your phone's settings.
• Turn Airplane Mode on for 30 seconds, then back off.
• Restart your phone.
• Perform a Network Settings Reset.

In Belgium, please also make sure you're manually connected to one of our roaming partners:

• Belgacom (Proximus)
• Telenet Group NV/SA
• Orange Belgium

You can see our other roaming partners using the below page:

To do this, turn Automatic Network Selection off and manually try each of the above networks.

If you've tried all of these steps and you're still unable to use your service, please let us know so that we can investigate this further.

Regards,

Gemma M

The iD Mobile Social Media Team

I tried Proximus and Orange Belgium, neither worked. I have been through this in Germany several times recently now, I know to try all (well, most of) the things you have suggested here. As it works fine in France and Italy, and disappears the minute you cross the border into Belgium or Germany, it is quite clearly not a setup issue at my end.

i will not be trying a Network Settings Reset, it is outrageous of you to suggest that. This is the implication of a Network Settings Reset:

"Resetting network settings on iOS clears all saved Wi-Fi networks and passwords, deletes Bluetooth pairings, and resets cellular and VPN configurations back to factory defaults."

So you’re asking me to lose everything I have set up on my device, and to then spend hours setting it all up again, just to find that your roaming still doesn’t work? I don’t think so…

Hi ​@ClareLy, 

I’m really sorry for the frustration this has caused, and I completely understand why you’re reluctant to reset your network settings. It’s clear you’ve already done a lot of troubleshooting, and I appreciate you taking the time to test different networks and explain what’s happening.

Based on what you’ve described, it does sound like the issue is specific to roaming in Belgium and Germany rather than a setup problem on your device. I also understand your concern about losing saved Wi‑Fi, Bluetooth, and VPN settings just to try another step that may not solve it.

I’m sorry you’ve had to go through this, and I agree that your experience so far has been very inconvenient.

I've just sent you a private message to help get this sorted.

To find it, click your profile picture in the top-right corner and select ‘Private Messages’.

You can also use this direct link to your inbox: https://community.idmobile.co.uk/inbox/overview

We'll speak to you there.

Thanks,

Tashnieka
The iD Mobile Support Team

Returning to document what happened behind the ‘private message’ curtain.

id.Mobile: sorry, so frustrating, let’s do some investigation together while you’re in Germany.

Me: OK, but don’t ask me to do manual network selection, airplane mode etc, I’ve tried all that multiple times, it doesn’t work.

id.Mobile: we won’t ask you to do that again. How long are you in Germany?

Me: 5 days, then 1 day Belgium, 1 day France, then UK.

id.Mobile: just try these steps (repeats all the same steps again, which I have already tried, which don’t work)

Me: (quotes them saying they wouldn’t ask that) you literally just asked me to do the things you said you wouldn’t ask me to do again, the things which DON’T WORK

id.Mobile: (silence)

Me: (after 3 days): remember I leave Germany in two days

id.Mobile: (silence)

Me: (after 4 days): remember I leave Germany tomorrow

id.Mobile: (silence)

(I leave Germany)

id.Mobile: we’ve raised a ticket with the technical support team

Me: Why didn’t you do that 5 days ago??? I’m in Belgium now. Not working here either.

id.Mobile: have you tried (repeats all the usual steps again)…

Speechless… It’s like watching a goldfish swimming round a bowl with no memory of the last time it saw the castle...

Hi ​@ClareLy.

Thank you for your post. 

We’re very sorry for the frustrating experience you’ve described. We understand that you had already completed the standard troubleshooting steps and that being asked to repeat them, followed by a delay in escalating the issue, was understandably disappointing.

We’d like to review your account and investigate what happened during your time in Germany, Belgium and France. Please contact us directly through one of the following channels so our team can access your account and escalate the matter further if required:

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

Social media via Facebook or Instagram

Email: socialqueries@idmobile.co.uk

Thank you for your cooperation.

Thanks,

Marquerita

The iD Mobile Team