i am unable to use my phone in the USA despite roaming turned on and cap extended

Hey ​@James Hamlin, sorry to hear that. Unfortunately, it’s difficult for us to troubleshoot when you’re in the UK for roaming issues, as we can’t really find out what the issue was or is without troubleshooting directly abroad.

Therefore, if you go abroad again, and any issues occur, please contact us immediately so we can troubleshoot further with you and raise it further to our technical team if need be.

Thanks,

Tyler

Thanks Tyler. 

As we have said on this thread - your phones / data simply do not work in the US - be great to admit that and share with customers when they make a choice to use you.

Was in the US last week with no data - not helpful!

Hello ​@James Hamlin 

We are sorry to hear you are having the same issue with using data in the US. 

Have you followed the guidance on our support page here?

Nat 

Yes i have. your service does not work in the US - why can;’t u just tell your customers this?

Hi ​@James Hamlin 

We wouldn’t tell customers that our service doesn’t work in the USA, we expect that it does.

Are you still in the US having issues?

Tom

I’ve been to the US twice and it didnt work and it didn’t work for previous customers on this thread - if u say it works - how do u make it work?

I am currently in the USA and getting mobile data seems hopeless, I did not expect this. I’ve tried everything 

I’m in the USA now and have followed the guidelines.  I can not browse the internet or use apps that use data unless I am on WiFi. I also bought the extra roaming for this. 

Hey there ​@James Hamlin, ​@cpay & ​@DanDanDan, we’re sorry to hear about your roaming issues in USA.

I’d recommend contacting the live-chat when having roaming issues, as they can troubleshoot with you right away and raise to our technical team if needed, as your issues are time-sensitive and can only be worked on/resolved whilst you’re still away in the US.

Thank you,

Tyler

Hi there, 

I have just got to the US and am experiencing exactly the same issues written above. I have followed all the steps on the troubleshooting to no avail. 

I, too, chose this SIM for its roaming benefits. Will be frustrating if I don't get them! 

​@Jbu191 sadly it won’t work. No reason given.

if you talk to the online help they will give you advice that won’t work over and over. They gave me steps that don’t even relate to the phone I’m using.

I had to complain to get a refund on the added Bolt-on I bought. 
 

I'm currently in the US having the same issue. Tried every single setting and advice given and it still does not work with any provider in the US.

This is absolutely ridiculous as I would never have moved my contract over to ID if I knew this. I have also bought the roaming add on for 10 days which is useless to me now.

Can someone from ID mobile please contact me as there is no number to contact a helpline. Only gives me the chat option which loves to recommend the same things over and over

Thank you ​@James Hamlin 

If you encounter the issue when you are next travelling, please do get in touch and we can investigate further. 

Nat 

Hi ​@James Hamlin 

We are sorry to hear that. 

We would only be able to troubleshoot the issues whilst roaming. 

If you have the problem again, please get back in touch and we will be happy to look in to this further. 

Nat 

Just landed in the US and have exactly the same issue. I purchased the 10 day roaming add-on too!

I'm now going through the hell of trying to hop between WiFi at the airport and get an Uber to my hotel.

This is so ridiculous in 2025. I'll be complaining as soon as I get to decent WiFi.

Hey ​@Jbu191, ​@michaelvanwyk12 and ​@philcloth. I’ve sent you all a Private Message to follow up with more information. An escalation has also been sent to 3UK to identify the root cause of the issue. Thanks.

I have just come home from New York where I purchased the roaming package whilst at JFK airport using their WIFI as my phone was data dead when I landed. I went on live chat for several days and my problem wasn’t resolved. I spent 10 day in USA with no data whilst away from my hotel. This was a great inconvenience and I am a new customer with ID. I am wishing I would have stayed with O2. I just been credited £15 of my monthly bill for January which is an absolute insult. I was in total blackout while I was out and about in a city where you need your phone. 

I'm in the US now. Bought a roaming add on. Not working. Increased my cap (even though the cap says it doesn't affect add ons) still not working. When I turn wifi off, I get a notification to sign into network. When I click it, it sends me to id mobile website saying limit reached. APN settings are right. I had hoped I could just contact them when they're open in the morning. But reading these comments it sounds unlikely. Never again am I using this network. My mums on o2 and simply just switched on her roaming. It's a joke. Can't even go out with my kids on my own as I have no way of contacting family to arrange pick up times ect as we're sharing a car. It's appauling in 2025. Can't even order an uber. 

Hi ​@Jameila86,

Sorry to hear that.

Have you carried out all the troubleshooting?

If so and it doesn’t work we can look at crediting the account for the cost.

Unfortunately we are unable to guarantee coverage in all areas.

Kash