Hi ​@JonathanL 
 

If you experienced no service while in Germany, this could be due to a temporary network or device issue, as sometimes phones take time to register on the local partner network, especially with eSIMs or after switching networks manually.

What you can do to help ensure service:

1. Make sure Data Roaming is enabled, and your network selection is set to automatic.
2. Restart your handset once you enter Germany this often helps the phone register correctly on the local network.
3. Ensure your SIM (physical or eSIM) is active and correctly provisioned.

We’ve also set your bill cap to £0 to ensure no unexpected charges while roaming.

If you continue to experience issues on your next trip, please contact us and we’ll work with you to investigate and ensure your service works as expected.

-Owethu

Hi Owethu, and thanks for your response.

Unfortunately, however, the steps you mention did not and would not work. Logically, if the connection was working when I was in Switzerland, not working at all in Germany and then started working again immediately I entered France, the problem cannot be with the Data Roaming setting. Network selection was set to Automatic (though I tried selecting all available providers individually as well, to no avail) and of course I also tried restsrting my device, several times in fact.

Secondly, the eSim was working in Switzerland (and later in France) but not in Germany. So logically there was no problem with the eSim either.

From my perspective this points to a problem with IdMobile’s arrangements in Germany. Can you confirm that there are such arrangements in place to allow your customers to roam in Germany?

-Jonathan