Hi ​@Hannah Westhead,

I'm sorry to hear this keeps happening whenever you travel. I can completely understand your frustration, especially when you've had to purchase separate eSIMs in multiple countries just to stay connected.

Before your next trip, we'd recommend checking the following on your account:

• Ensure Roaming, International, and Premium services are enabled.
• Make sure your bill cap isn't set in a way that could prevent chargeable roaming services from working.
• Confirm that Data Roaming is turned on in your phone settings.

When you arrive abroad, please also try:

• Restarting your phone.
• Turning Airplane Mode on for 30 seconds, then back off.
• Manually selecting a local network rather than leaving network selection on automatic.
• Resetting your network settings.

Given that this has happened in multiple countries and over a long period of time, it sounds like the issue may need a more thorough investigation rather than repeating the same troubleshooting each trip.

We'd recommend contacting our Customer Service Team via Live Chat and asking for the issue to be escalated for further investigation, making them aware that:

• The issue has occurred in multiple countries.
• You've previously completed troubleshooting without success.
• You've had to purchase alternative eSIMs to obtain service.

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

We apologise for the inconvenience this has caused and appreciate why you're considering your options. Hopefully, with a full investigation, we can get to the root cause of the issue.

Regards,

Gemma M
The iD Mobile Social Media Team