Sticky Tutorial

How to prepare your phone for a trip abroad

  • 20 March 2018
  • 41 replies
  • 50700 views
How to prepare your phone for a trip abroad
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If you want to use your iD phone abroad, you’ll need to make sure that roaming’s enabled on your account. Here’s how to do this:
• Log in to the app or My Account.

• Select ‘Services’.

• Toggle ‘Roaming’ on.

How to use Inclusive Roaming


All iD Mobile plans come with Inclusive Roaming. It lets you roam like at home in 50 destinations throughout the EU, EEA and beyond. The minutes, texts and data you use simply come out of your remaining monthly allowances*.

To use Inclusive Roaming you simply need to:

1. Enable roaming (see above).

2. Visit any of our 50 Inclusive Roaming destinations (see below).

3. Use your phone. Minutes, texts and data will come out of your remaining monthly allowances*.

Inclusive Roaming covers these 50 destinations: Austria, Azerbaijan, Azores, Belarus, Belgium, Bulgaria, Canary Islands, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, French Guiana, Germany, Gibraltar, Greece, Guadeloupe, Guernsey, Hungary, Iceland, Ireland, Isle of Man, Italy, Jersey, Kazakhstan, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Madeira, Malta, Martinique, Monaco, Netherlands, Norway, Poland, Portugal, Réunion, Romania, Saint-Barthélemy, Saint-Martin, San Marino, Slovakia, Slovenia, Spain, Sweden, Vatican City.


* Exceptions apply - see our Inclusive Roaming page for more information on our Fair Usage Policy, Open Data Policy, and the difference between Band 1 and Band 2 destinations.

*If you're in the United Kingdom this would not be considered roaming*

How to save data when you’re abroad


To save data when you’re abroad, you should take advantage of reliable Wi-Fi connections. Hotels and resorts often allow free access to guests, and Wi-Fi is often available in libraries, coffee shops and other public places.
We always advise customers who connect to Wi-Fi either at home or abroad to ensure that their mobile data is switched off, so that all data traffic goes via Wi-Fi only.

Do add-ons work abroad?


You can use add-ons in any of our 50 Inclusive Roaming destinations. So if you're ever running low on allowance, you can buy what you need with your iD Mobile app or My Account online.

But please be careful – if you're in a destination where we don't offer inclusive EU roaming, your add-ons won't work and you'll be charged at our roaming rates for any usage.

How to access your voicemail when you’re abroad


To access your voicemail when you’re abroad, you’ll need your voicemail PIN - so make sure you can remember it. Then when you want to listen to your voicemail, follow these simple steps:

1. Dial 123 from your iD mobile, or +447782 333 123 from any other phone.

2. Enter your PIN followed by the # key.

3. Select option 2 and listen to your voicemail.

The cost of using voicemail abroad will come out of your minutes if you’re in one of our 50 Inclusive Roaming destinations. If you've got no minutes left, or you're in another destination, you’ll be charged the same rate as calling the UK from that destination. For more details, check out our International & Roaming Charges page.

If you’ve got any questions, comments or top tips on using your phone abroad, please post a reply.

41 replies

Moshe Strugano (Attorney - Moshe Strugano and Co Law firm) says, its important to enable roaming as well as keep your phone updated. Also don’t use any fake and banned apps.

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Hi @PiKA4y,

 

Everything alright?

 

Will

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Hi @juanacevedo,

I am sorry to see that you’re having issues using the SIM card when in the EU. It’s definitely not a common issue and we find that it will usually work, as long as the roaming services are active on your account as is the process with all networks.

Some handsets, especially if not purchased from ourselves, may have issues when roaming if they still have the previous network settings installed, or if they have the Three UK settings showing. These can usually be removed/replaced to enable data to work.

Let us know which phone you’re using and we’ll offer some support to get this solved.

Ryan

This is the reason I quit iD mobile two years ago. When I came back a week ago I made sure to ask the shop people, repeatedly: can I be sure that roaming will work in Europe? Now it’s sad to see that there are still similar problems with data roaming.

I wonder if it will need reporting it to Ofcom* to get a decent explanation from the company. Why, oh why, when it simply works out of the box with other providers, it does not with iD?! There must be a technical explanation, and your customers deserve to know, right?

 

  *actually it would be the Communications Ombudsman

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Why isn't Switzerland included in the 50 EU/EEA countries that we can roam in with no extra charge? Switzerland is a member of the EEA.





Hi @Martin Sadler,



Switzerland is not part of the EEA I'm afraid and as such, Switzerland has not adopted the European roaming regulations, so free roaming in their country does not apply which is unfortunate for many holiday makers and business visitors alike.



Ryan
Why isn't Switzerland included in the 50 EU/EEA countries that we can roam in with no extra charge? Switzerland is a member of the EEA.
So... thanks for all your help. I've just switched to another supplier.
Hi Ryan,



My phone is not connected to any French network. When I try to manually select a network it just searches forever. The triangle showing strength of signal is completely blank.



I have had a restaurant email to say they have cancelled my reservation for this evening because they couldn't contact me by phone to confirm I was coming. So this is now more than merely inconvenient.



Kim
Userlevel 7
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Hi @Kimw,



I'm sorry to see this! Do you know which French network your phone has connected to?



Try a manual network operators search from within your phone settings and see if you can connect to either Orange or BYTEL/BOUYGTEL. You can also try to connect to Free Mobile or SFR if you're having problems with the first two.



Let me know how this goes.



Ryan
I'm in Paris and have no phone service or data. This had happened before, so before I left I set up a new APN as described above. No joy. Roaming and mobile data are enabled, but I don't even have a phone signal, let alone 4G.



I've deleted the APN and added it again, turned the phone off and back on, turned roaming and data off and back on but to no avail. I'm on a Motorola G4. Anything else you can advise?
Userlevel 4
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Hi @ss rza,



That seems strange but I'm sure we can get to the bottom of it.



It may be a simple fix that could get this sorted, please could you try the following steps.




  • Restart the handset
  • Turn off Mobile data and on again
  • Turn Roaming off and on again
  • Finally if none of the above work please try manually selecting the network

Kash
Userlevel 4
Ooh this is really good information, I'm going on holiday to Portugal with my son in the summer holidays, so I'm going to save this link so I can ready my phone for all of the Insta-pics while we're away!



Rebecca
My roaming data stopped working in Spain yesterday.

Roaming is switched on in my app, online and on my handset.

APN settings correct on my samsung s6.

Its been working for a week and i have loads of data left you use.

Any idea why my my phone data stopped working yesterday afternoon?

SMS sending fine.

Theres a tiny R above the mobile connection icon - guessing this means 'roaming'
Userlevel 1
On my phone I went to settings/more/mobile networks/access point names.

annoyed that I lost service for a week or two but now back operating again. I will have to review how I feel about continuing with this company after I have calmed down!
Userlevel 7
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Hi @mkeshefkhan



I've just sent you a private message with some details on how to get in touch with us. We'll take some details, look at your account, and then be able to more quickly go over the usual things that could be causing a conflict here.



There is no reason for your iPhone 6s to not be working over there for roaming. So we'll be happy to troubleshoot this to completion with you more easily if you could reach out to our Social Media Team.



We're in from 8 am - 8 pm during the weekdays (GMT) and we'd consider ourselves experts in the matter.



Kevin
Hello @mkeshefkhan,



Can you try using the other SIM to add the above APN settings and select these, then switch back to your iD SIM to see if this works?



Mohammed






I have tried this and I still can't use my data. It seems like it's not only me who is facing the same problem - a few other iPhone users can't use their data either, be it abroad or in the UK.
Userlevel 7
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Hello @mkeshefkhan,



Can you try using the other SIM to add the above APN settings and select these, then switch back to your iD SIM to see if this works?



Mohammed
Hi, if you've used your phone with any other network SIM, there can sometimes be profiles stored with cause an issue.

If you've already checked or deleted any please try restarting the phone with no SIM and then reinserting the SIM.



You may also be able to try Telenor so see if this makes any difference.

-Phil




I have checked and I have no profiles installed at all on my phone.



When using another SIM, I have an option for 'Mobile Data Network' settings, where I can change APN settings, but when I use my iD SIM, I don't have that option.

















^ Using my iD SIM





















^ Using any other SIM









I have also restarted my phone without my iD SIM and reinserted it, but nothing has changed.
Userlevel 4
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Hi, if you've used your phone with any other network SIM, there can sometimes be profiles stored with cause an issue.

If you've already checked or deleted any please try restarting the phone with no SIM and then reinserting the SIM.



You may also be able to try Telenor so see if this makes any difference.

-Phil
Hi @mkeshefkhan,



From your screenshot, everything does look to be in order. When in Bulgaria, you can use either the Vivacom network or Telenor in order to use our services.



What you can try is a network settings reset, which will force your phone to redownload any relevant network settings. If you head to Settings, Reset and then Reset Network Settings, this will start the process. Please note, this will not remove any data and will only remove any saved WiFi networks.



Let us know how you get on.



Ryan




Hi, thanks for your reply.



I have reset my network settings but still no luck in being able to use my data.



On other networks I have the option to change my APN settings through “Mobile Network Settings” - an option that isn’t available when I am using my iD sim.



Any other solutions?



Thanks, Mohammad
Userlevel 7
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Hi @mkeshefkhan,



From your screenshot, everything does look to be in order. When in Bulgaria, you can use either the Vivacom network or Telenor in order to use our services.



What you can try is a network settings reset, which will force your phone to redownload any relevant network settings. If you head to Settings, Reset and then Reset Network Settings, this will start the process. Please note, this will not remove any data and will only remove any saved WiFi networks.



Let us know how you get on.



Ryan
Hi,



I am currently on holiday in Bulgaria and I can't use my data here, but my calls and texts are fine.



I've turned on roaming from the app and on my phone but I still can't use my data.



I'm using an iPhone 6s.



There are no profiles installed on my phone, and there are no settings to change the APN or to view mobile data options.



I've set my mobile network manually, choosing Vivacom BG as it is the strongest network. The other two available networks are Telenor BG and Mtel.



Userlevel 7
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Have solved the problem - well found a workaround, under General Management/Reset there is an option to reset network settings - this fixed my problem, hopefully others might be able to use this to fix there problems to.



Obviously it has wiped all my saved wifi passwords so it should be used as a last resort.



I would still like to know what the actual problem was...




Hello @gerauf,



I'm glad that this has fixed the issues you were facing.



Unfortunately, just like yourself, there's not much more info I can provide on this.



There are different fixes that we'd recommend when it comes to resolving issues with Roaming or Mobile data.



Incorrect settings can often be the biggest. This is usually corrected by removing profiles or incorrect APN settings, but in this case, resetting the network settings must have refreshed the phone to retrieve the correct settings.



Mohammed
Userlevel 1
Have solved the problem - well found a workaround, under General Management/Reset there is an option to reset network settings - this fixed my problem, hopefully others might be able to use this to fix there problems to.



Obviously it has wiped all my saved wifi passwords so it should be used as a last resort.



I would still like to know what the actual problem was...
Userlevel 1
Hey @Mohammed



Thanks for getting back to me but to be honest theres only so many times I can try reseting my APN settings before I go crazy. I have tried every single possible combination of resetting APNS, creating new ones, turning off my phone and taking out the sim card that can possibly be imagined!



Also on my phone - Samsung Galaxy A5, Oreo 8.0.0, Samsung experience 9.0 - you can't edit or delete the default APNs - in my case iD internet and 3 - only reset to default and then you get given the choice to choose between them (I've been choosing iD but I've also tried 3 a few times as well just because nothing else has worked)



Is there some way I can get more specific help otherwise I will have to leave iD as it has effectively made most of my phones applications useless as soon as I'm anywhere without wifi

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