Mexico roaming add on not working

Hello ​@dmarquis83 

Thanks for getting in touch. 

We are very sorry to hear you are having issues using the data roaming add on. 

Are any other networks showing available when running a manual network search? 

Also, have you tried resetting your network settings on the device? 

Thanks, 

Nat 

It's just those when ive looked. I've tried a network reset and rebooted the phone a few times. No luck. 

Out of interest ​@dmarquis83 

Have you had the automated rate advice text from iD?

And do you see the R next to the signal strength on your phone?

If not, I’m assuming you set roaming up first on the account (its on by default) and turned data roaming on on phone, but is international toggled on too? (some areas on iD’s website say to also turn on international)

You can check this via the app → Plan → Manage your iD services → International toggled on (blue background behind white toggle dot)

Probably best to ask iD Mobile for a refund, ​@dmarquis83.

Unfortunately, the iD Mobile Roam Beyond data add-on product seems problematic for many iD customers, judging by their posts in this forum. 

If you’ve got a dual-SIM, which is also eSIM capable, maybe get a data-only eSIM with a travel plan for Mexico instead. 

Try a Google search with “travel eSIM for Mexico”. 

I did scour the app when it wasn't working. The roaming and international are both on.

There is indeed a R on the signal strength on the phone. Everything seems to be set up as it should be, just no data. 

Even.requesting a refund seems mildly problematic. The only 'contact us' sections of the app and website i can find (I'm a new customer) just say to post on these community boards.

I did see a few other roaming issues, including a couple for Mexico so I can see there has been issues. 

• How do I contact iD Mobile? F.A.Q.

This community article might help, ​@dmarquis83. 

andewhite wrote:

• How do I contact iD Mobile? F.A.Q.

This community article might help, ​@dmarquis83. 

Thats for that 👍

It's an automated service so I don't hold too much hope, but I will call it shortly and see the options. Thanks again!

Just to say, the 7777 automated telephone service is only for self-service of your iD account, not for help & support with your network service issues. 

All the iD Mobile help & support options are online - there isn’t a telephone helpline, ​@dmarquis83.

Hello ​@dmarquis83 

We just wanted to reach out and check if you have managed to speak with the team?

If not, please do let us know and we will pop you over a PM.

Thanks, 

Nat 

Thanks for clarifying ​@dmarquis83 - Well to me that tells me your phone is connecting fine to iDM’s roaming partner and thus iDM’s Roam Beyond (currently data only) Add-on has not added anything apart from a fee that will very likely get refunded!

I’m beginning to wonder with the frequency of these R-B-A not working posts that there must be something wrong between the account and the provisioning with this temporary data ‘feature’. A current unknown is stopping the data from working and I doubt its our phones/phones settings at fault.

One more thing to try would be to toggle the phones mobile data off and on (NOT the data roaming toggle). On a Samsung its under the SIM card manager section (mine currently states SIM 1 but tapping on that opens up the option to turn it off and it does indeed turn off and back on). No idea if this’ll do anything but at least its another thing we can rule out.

Hi Nat,

Unfortunately no, I've not managed to speak with anyone in the team yet. 

Hi ​@dmarquis83 

Thank you for letting us know. 

I will pop you over a private message now. 

Please check your inbox and let us know if you have any issues accessing the message. 

Thanks, 

Nat