Hi ​@Joanna Bar, 

 

We’re sorry to hear that your roaming services suddenly stopped working whilst in Germany, especially after initially working correctly for the first few days.

Please try the following checks and troubleshooting steps:

Ensure your Bill Cap is set appropriately

Please make sure your Bill Cap is not restricting roaming usage.

On the iD Mobile app:

• Log into the app
• Go to “My Services”
• Select “Bill Cap”
• Set the Bill Cap to a suitable amount or £0 if preferred

Ensure Roaming is active on your account

On the iD Mobile app:

• Go to “My Services”
• Select “Roaming”
• Ensure roaming is switched ON
• Ensure Data Roaming is enabled on the handset

For iPhone:

• Settings
• Mobile Data
• Mobile Data Options
• Turn Data Roaming ON

For Android:

• Settings
• Connections / Mobile Networks
• Turn Data Roaming ON
• Manually connect to a supported partner network in Germany

Please manually connect to:

• Telekom (formerly T-Mobile)

or

• O2.de

To manually select a network:

iPhone:

• Settings
• Mobile Data
• Network Selection
• Turn Automatic OFF
• Select Telekom or O2.de

Android:

• Settings
• Connections
• Mobile Networks
• Network Operators
• Turn Select Automatically OFF
• Select Telekom or O2.de

Please also:

• Restart the handset
• Turn Airplane Mode ON for 60 seconds, then OFF again
• Try setting the handset to 4G/LTE only

If the issue continues after trying the above, please contact us via Live Chat or direct message through our social media platforms so we can investigate further for you.

Owethu