Hey there ​@Juliet777, we’re very sorry to hear this. We certainly have many people working here across all our channels. 

Can you please explain your issue further so we can help?

Thanks,

Tyler

I went belgium 🇧🇪 last month for a week with absolutely no way of getting my allowances there. Couldn't call or make calls.  Do u know how harrrrrrrd it was especially when you don't get any other way then only your service provider.??????? You should first of all compensate me so it won't happen again and the high stress caused. I'm travelling again end of this month, pls ensure my allowance work well in EU. Make sure all the 3 accounts are covered and no is left neglected pls. Do pls come back to me with also ways to reach u by fone. This not working 4 me at all

While waiting for your reply, I  thank you in advance!

Juliette Ndongo 

Hey there ​@Juliet777, we’re very sorry to hear that. 

Firstly, did you enable roaming via the iD Mobile app/website, and also via your phone’s own settings?

Was the issue only with calls, or also with texts and data?

If you’re not currently abroad, then unfortunately it’s difficult to diagnose what the issue is/was, and we can only really advise how to be set up for roaming for next time, and can only troubleshoot whilst you’re abroad having issues. Therefore, if you go away in the future and have issues with calls, please contact us via our live-chat, social media pages or via here using data if it works, or Wi-FI, and we can troubleshoot then and try to resolve it ASAP for you.

We don’t have a general customer service phone-line I’m afraid. 

If you need assistance urgently in the future, we’d advise using the live-chat and asking to speak to an agent:

https://www.idmobile.co.uk/live-chat

Thanks,

Tyler

Hi Tyler

I couldn't make, receive or text while my roaming was on in France and belgium. I'm travelling again on the 29.july and don't want to be stuck awfully again

Pls in the meantime,  write down all steps so I can check them here if it behave again thx

Hey there, very sorry to hear that ​@Juliet777. The below webpage will explain how to be prepared:

https://www.idmobile.co.uk/help-and-advice/roaming-advice

The main thin is to ensure roaming is enabled on the iD Mobile app/website, as well as your phone’s own settings. If you do go abroad and have issues again, please contact us immediately so we can troubleshoot and aim to resolve it ASAP for you, whether that’s via using data if that works okay still or via Wi-Fi.

Thanks,

Tyler

Hi ​@Juliet777 

Was mobile data and data roaming enabled on the device and app settings?

We can only test the troubleshooting methods when you’re at your destination.

Anika

Both mobile data and roaming refused to work. I did have other people checking all settings was OK but it failed horribly!

Hey there ​@Juliet777, sorry to hear that. We recommend following the steps sent above to ensure it works next time, and if not, please try connect to a Wi-FI network if possible to contact us whilst still abroad.

Thanks,

Tyler

Will follow.. I'm satisfied that you responded to my query the same day.  Really appreciate it- thanks! As said, on the 29th July I will travel hope all gets well otherwise will contact you. 

Fyi: my mobile data refused as well that was the cherry on the cake for a meltdown . Trust all will get well this time. You didn't mention the compensation of the trouble caused  thanks