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Question

add on roaming package not working in New Zealand

T
New
 Contributor

I'm currently in new zealand, i had purchased a 20g roaming package for new Zealand, once at Christchurch Airport 2 days ago I switch everything on and it automatically connected to One NZ had 4 bars and 5g however it wouldn't let me text, call or use the Internet no matter what i tried. I had to purchase a Maya Mobile esim which connected to the same network and instantly was able to communicate and arrange my onward travel from the airport,  about 7 times I tried to use ID chat bot without success and twice I eventually spoke to customer service via live chat as they were closed when I arrived in NZ however on both occasions the ID staff went silent on me droppng of the radar after getting me to forget One NZ and connecting manually to Spark. After the second time I was blocked from accessing id mobile sites saying "I'd need to email in order to unblock my phone from ID mobile Web pages  however there is no email address.  24 hours later again after purchasing surfshark vpn I'm able to join this community to seek advice.  Can I get a refund on my 100%unused roaming package? I've attached a screen grab of my last dropped out communication. It's been a nightmare. 

 

    3 replies

    MZone
    Platinum 
Contributor
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    • MZone
    • Platinum 
Contributor
    • 1207 replies
    • May 13, 2025

    Try roaming via Vodafone, Two Degrees Mobile Ltd or Spark (Telecom) New Zealand. The bundle is purely for data only and not call/SMS - they would be chargeable and if you have a spend cap of £0 you wouldn’t be able to make calls or send SMS. Also make sure roaming is switched on in your iD account settings on the app/online account. 

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    T
    New
 Contributor
    • Twechar
    • Author
    • New
 Contributor
    • 1 reply
    • May 13, 2025

    Tried all that and i don't have a zero cap, couldn't even use the data as I couldn't access the Internet roaming is fully switched on,  I tried all available networks by manually switching between them aswell as letting my phone automatically select, i do understand how it works, I've traveled all over new zealand, south America, Africa and Europe without a phone connection problem that i couldn't fix myself. the only changed factor i have using ID mobile. Waw the very limited options to get help is an eye opener I suppose you get what you  pay for. 

    Tyler
    iD Mobile Employee
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    • Tyler
    • iD Mobile Employee
    • 4297 replies
    • May 14, 2025

    Hey there ​@Twechar, we’re very sorry to hear about your roaming experience thus far. 

     

    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

     

    Thanks,

    Tyler

     

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

    Reply.


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