Cannot access Internet on portable wifi hotspot while roaming in EU

Forum|Forum|1 month ago
August 25, 2026
6 replies
57 views

I am using a portable WiFi hot-spot (not a phone) and roaming in Europe. My plan includes roaming but I cannot access Internet. This works fine in uk and I have not reached data limits. Who can help?

Gemma M

iD Mobile Employee

Hi @jk1309,

I'm sorry to hear you're having trouble using your hotspot device while roaming in Europe.

Could you try the following troubleshooting steps:

Turn the hotspot device off, wait 2 minutes, then switch it back on.
Check that data roaming is enabled in the hotspot's settings.
Ensure the device has automatically connected to a local network.
If available, try manually selecting a different network operator.
Remove and reinsert the SIM card if your hotspot uses a physical SIM.
Check that the APN settings haven't changed and are set correctly.
If the hotspot has a reset option, perform a network reset and allow it to reconnect.
You may also want to check whether the device manufacturer's software is up to date.

If you've tried the above and still can't access the internet, please contact our Customer Service Team via Live Chat so they can run further checks on your account and SIM: https://www.idmobile.co.uk/live-chat

When using Live Chat, type "Customer Service" to be connected to the correct team.

We hope this gets you connected soon.

Regards,

Gemma M

The iD Mobile Social Media Team

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

J

jk1309Author

New Contributor

I am using a portable WiFi hot-spot (not a phone) and roaming in Europe. My plan includes roaming but I cannot access Internet. This works fine in uk and I have not reached data limits. I have been advised to contact customer service. Who can help me? I have been in Europe for a week and I have NEVER been able to connect WITH Internet. If I have connected, it always shows connected without Internet, so I have not been able to get online at all since leaving uk. I tried as you suggested to ask customer service to check my account and SIM but I have been advised that this cannot be done. Please can someone help me?

M

Marquerita T

iD Mobile Employee

Hi @jk1309.

Thank you for your post. I am sorry to hear you've had no internet access the whole week while roaming, that's not what we want for you.

To help look into this, are you still in Europe, and if so, where are you currently located?

Thanks,

Marquerita

The iD Mobile Team

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

J

jk1309Author

New Contributor

We are currently in Italy.

Are you able to do anything to help?

Thanks

Gemma M

iD Mobile Employee

Hi @jk1309,

I’d recommend getting in touch with our Live Chat team and requesting a replacement eSIM to see if this makes any difference with the issue you’re experiencing.

You can contact them here: https://www.idmobile.co.uk/live-chat

Regards,

Gemma M

The iD Mobile Social Media Team

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