Hi ​@JustLove,

We're sorry to hear you're having trouble using your roaming services in Germany.

Please try the following:

• Restart your phone.
• Turn Airplane Mode on for 30 seconds, then turn it back off.
• Ensure Data Roaming is enabled in your phone's settings.
• Manually connect to one of our partner networks in Germany, such as Telekom (T-Mobile), Vodafone Germany, or O2 (Telefónica Germany).
• After manually selecting a network, perform a network settings reset on your device, then restart your phone and try again.

If you're still unable to connect after trying the above, please let us know:

• The make and model of your phone.
• Whether you're using a physical SIM or an eSIM.
• Any error messages you're seeing.

We'll be happy to help further.

Regards,

Gemma M

The iD Mobile Social Media Team

Just been to France and had same problems, can call and text but no internet costing £100s to work around 

WHAT is HAPPENING ID???

Explain to us!! 

Hi Gemma. I followed all those steps even before I came on this forum looking for a solution but they didn’t work. The roaming worked on 26th June in the morning and stopped, then in the afternoon for like 30mins and stopped and since it didn’t come back. I have plenty of data allowance left. I even when to a phone shop in Dusseldorf and the staff had a look, they said the issue is with my provider - ID mobile.

this experience has made me understand that ID mobile isn’t a good network, has no customer care services. At least ID could’ve set up instant chat box services for customers.  The response time to issues raised on this platform is so slow, I messages on 26th and didn’t get a reply till yesterday online - how do you expect someone who hasn’t got data and internet to even communicate with you online?

it’s costed me so much having to use uber services as I couldn’t navigate on public transport without internet or any way of calling anyone should I get into any problem. A lot of inconveniences and vulnerabilities as I had to keep looking for places with free WiFi in order to book uber. And I am putting in a complaint to ID mobile and will be leaving the network.

please send me procedures for submitting a complaint. Disappointed customer.

Hi ​@JustLove,

We're really sorry to hear about your experience, especially the inconvenience and costs this has caused you while abroad. We completely understand how frustrating this must have been.

We can see you've already tried the usual troubleshooting steps, however as this is still ongoing and affected your roaming service in multiple instances, we'd recommend contacting our Customer Service team directly so they can fully investigate your account and check for any underlying issue that may have caused the roaming disruption.

You can submit a formal complaint using the details below: https://www.idmobile.co.uk/help-and-support/complaints 

If you'd still like to investigate the roaming issue further, our Live Chat team can also raise this with our technical specialists to review your account in more detail.

We’re sorry again for the impact this has had on your trip and appreciate you taking the time to raise it with us.

Regards,

Gemma M

The iD Mobile Social Media Team