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