Roaming coverage in Germany non-existent

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

Hi ​@JonathanL 

Thank you for the information provided.

iD Mobile has roaming agreements in Germany, as it is one of our 50 EU roaming destinations. Our network partners there are Telekom (formerly T-Mobile) and O2.

Could you please confirm if you were connected to either of these networks while in Germany?

Michael Z

Hi Michael Z

Yes, I definitely tried to connect to both Telekom and O2-de, unsuccessfully.

-Jonathan

Hi ​@JonathanL 

Thank you for getting in touch with us, and we’re sorry to hear that you’re still unable to connect.

Please send us a private message so we can access your account and look into the issue further.

Thank you,

Zandile M

The iD Mobile Team 

I want to summarise the discussions I had with IdMobile over this issue for the benefit of other customers. According to them I would have to set the bill cap on my account to zero in order to connect automatically to the partnering networks in Germany. Note that I did not need to do this for the other countries visited on my trip (Italy, Switzerland and France), so it seems that Germany is a special case in this regard.

i will be travelling through Germany again in early May, and I will check out this proposed solution. I hope that other IdMobile customers find this information useful.

I am back in Germany, with my billing cap set to zero. I have rebooted my device. I have tried selecting 02-de and Telekom Germany. I have tried connecting using automatic network selection.

None of this works. Once again I have no access to the internet in Germany.

ID Mobile - you really need to sort it this situation out.

Hi ​@JonathanL.

I’m sorry to hear you’re still having issues while abroad. I understand how frustrating that must be.

Just so we can narrow this down, could you please confirm the following:

What make and model is your device?
Have you been able to use roaming successfully in Germany before on this SIM?

Thanks,

Marquerita

The iD Mobile Team

It’s an IPhone 15 Pro, with an ID eSIM. It has not yet worked in Germany, but worked perfectly in France, Italy, Switzerland

Hi ​@JonathanL,

Please can you try to manually connect to the Mobile network T-Mobile or O2.

Thanks,
Hosai

 

I tried o2-de. It didn’t work. T-Mobile wasn’t on offer at my location. Since then I have left Germany, and transited through Austria (where all was working well) into Italy (also fine). So this problem is specific to Germany.
 

Hi ​@JonathanL 

Thank you for letting us know.

We will inform our technicians that there appears to be an issue affecting customers’ ability to use services in Germany. They will investigate this further and liaise with the relevant network partners to resolve it.

We hope that by the time you travel again, the issue will have been resolved, and roaming services will be working as expected.

-Michael Z

I was having this issue when it was signed in to O2-de. In the settings I changed the network selection off from automatic and took a few minutes to load other networks. The O2-de gives no signal but the Telekom one has 5G.

I tried all of the available networks individually, and none of them worked, unfortunately.

Hi ​@JonathanL,

Thanks for sharing this with us, if after connecting to one of our partnering networks does not work, please do try a network reset to see if this helps boost the signal. 

For each network partner that you try, which are Telekom (formerly T-Mobile) and O2, try the network reset. 

For Android:
Open Settings and then tap General management. Tap Reset, and then tap Reset network settings.

For Apple:
1. Go to General, scroll down and click reset or transfer iPhone.
2. Reset
3. Reset Network Settings.
4. Once the iPhone is open.
5. Go to Settings
6. Messages Turn ON iMessage.
7.This will recognize the new sim and have it verified.

If this does not work, please check your account features to make sure that roaming and international have not been blocked, here’s how to check:

To check or enable roaming on the iD Mobile app or online account, log in, navigate to the Plan section, select Manage your iD services, and ensure the Roaming toggle is turned ON. Verify your bill cap allows for extra charges, and check your phone’s internal settings to allow data roaming while traveling.

Regards,

Gemma M

The iD Mobile Social Media Team

Hi ​@Gemma M 

i don’t want to appear unhelpful here but can I emphasise that this e-sim has worked (and continues to work) perfectly well in other countries. So resetting all of my network settings (and therefore having to re-enter passwords for all stored sites etc.) is like using a sledgehammer to crack a nut.

This problem only exists in Germany - it is clearly a problem at the IdMobile end rather than on the user’s phone. And of course I have checked roaming settings, and verified the bill cap on multiple occasions. This should just work. It should not involve extra actions on the part of your customers to move between countries where you profess to support roaming.

Regards

Jonathan

Hi ​@JonathanL.

Thanks for your post.  I appreciate the details you’ve provided.

I’ve sent you a private message regarding this,  please check your inbox when you get a chance so we can continue assisting you.

Thanks,

Marquerita

The iD Mobile Team

It’s be more useful if you didn’t hide behind DM but showed us your solution. I’m currently in Germany and have exact same problem. Can I buy an eSIM eg from Airly and send you an invoice? You clearly cannot provide the contractual service. 
 

best regards

Przemek

I agree with Przemek. I can also report that on my return journey through Germany I too had no signal, despite trying all recommended methods to get one. I also don’t want to take this to private messaging as I have already followed that path to no avail.

i would appreciate some positive action from IdMobile before my next visit to Germany in a few weeks,

Best regards

Jonathan

Hi ​@Przemek93 and ​@JonathanL,

Thanks for getting in touch, and we’re really sorry to hear you’ve both had ongoing issues while in Germany. We understand how frustrating it is when you’ve already tried the recommended steps and still can’t get a reliable connection.

In situations like this, it can often come down to local coverage or temporary roaming network conditions in the area you’re travelling through. Unfortunately, these are outside of iD Mobile’s direct control, as we rely on partner networks in each country to provide service.

We completely appreciate how disruptive this is, especially when you need your service to work while abroad. While we’re unable to guarantee connection on every network at all times, we do want to help get this properly looked into and resolved where possible.

If the issue continues on your next visit, or if you’d like this reviewed further, please contact our Live Chat team once you’re back in the UK. They’ll be able to investigate your account in more detail and also advise if any compensation may be applicable depending on the findings.

We’re sorry again for the inconvenience and appreciate you bringing this to our attention.

Regards,

Gemma M

The iD Mobile Social Media Team

Hi Gemma, and thanks foe the reply,

i don’t think an issue such as this which has been ongoing for weeks can be ascribed to temporary roaming network conditions - it has gone on too long. It’s not great, frankly, that we’re being told that it is reliant on your network partner - have you raised or discussed the situation with them at all?

Furthermore, your reply shifts the burden on to the customer(s) once more to report on the situation next time we’re travelling in Germany. IdMobile should be investigating this situation proactively on behalf of its customers, not just sitting and waiting in the hope that things might automatically fix themselves.

Regards

Jonathan

Hi ​@JonathanL,

At the moment, we are aware there is currently an outage with roaming, and are working to resolve it as quickly as possible. Our Service Status page will be updated with regular updates, so please check there for more info:

Unfortunately, until the issue is resolved, we would not be able to perform any troubleshooting. If you would like to log a complaint regarding this, you are able to contact our live chat here: https://www.idmobile.co.uk/live-chat

Once connected, simply explain your request and an advisor will assist you further.

Regards,

Gemma M

The iD Mobile Social Media Team

I spent a week in Frankfurt, tried all the steps listed, and nothing...hopefully the issue is sorted soon, back in Germany in mid June.

I have returned from Munich today 25th May and had constant issues with signal and data for 5 days.

I too tried all of the standard 'reset' actions and still the issue persisted.

My partners phone, also ID mobile also had the same issues as I did.

ID mobile, something is not right with your network. Your responses to all who have raised this issue feel like you are ignoring the problems.

Dean