Hi ​@Purple Whale,

We're sorry to hear you're having trouble using your services in Lanzarote.

We'd first recommend checking that roaming is enabled both in your iD Mobile account and in your phone's settings. It's also worth checking that International and Premium services are enabled on your account.

We'd then recommend trying the following:

• Turn Airplane Mode on for 30 seconds, then back off.
• Restart both phones.
• Perform a network reset on the devices.
• Manually try connecting to each of our roaming partners in Spain:
  • Movistar
  • Orange
  • Vodafone
  • Yoigo

Once connected, make sure Mobile Data and Data Roaming are switched on.

If you're still unable to access mobile data after trying all of the above, please let us know and we'll be happy to look into this further with you.

Regards,

Gemma M

The iD Mobile Social Media Team

Is this automated reply again?

At present, I can confirm all of these have been tried. I can update if anything changes. I have called in, initial tech support exhausted, awaiting contact from a specialist team. We have two contracts with you, both has this issue.

Looking forward to a resolution, as in future do not want to have this on holiday breaks, given so much is data reliant now, that tech fixes are currently taken hours of attempts, and with a dependant. Thanks

Hi ​@Purple Whale,

Thanks for the update.

No, this isn't an automated reply. We really appreciate you taking the time to let us know everything you've already tried.

As your case has already been escalated and is with our specialist technical team, the best thing to do now is wait for their feedback. They'll carry out a more in-depth investigation than we're able to do here and will be in touch as soon as they have an update.

We completely understand your concerns, especially with travelling and relying on mobile data while looking after a dependant. We hope the team is able to get this resolved for you as quickly as possible.

Regards,

Gemma M

The iD Mobile Social Media Team

We haven't heard from the team unfortunately. Typically signal and tech issues overall not great. As this has been quite an issue, we likely look at new provider as soon as possible.

Hi ​@Purple Whale, 

We’re sorry to hear about the experience you’ve had and that you haven’t received feedback from our technical team yet. 

I've just sent you a private message to help get this sorted.

To find it, click your profile picture in the top-right corner and select ‘Private Messages’.

You can also use this direct link to your inbox: https://community.idmobile.co.uk/inbox/overview

I'll speak to you there.

Thanks, 

Anneline

Hi Id team

We are now back in UK.

Your tech team said would phone, because of an internet issue, can you see a prospective problem offering tech support via a messaging board?

This has been posted originally due to lack of hearing back, we called in many times to be told would be called back. Spent hundreds in going to venues such as cafes to access WiFi while on holiday. Many things like boarding passes need internet, it's hard to not to need it.

I will also msg to my inbox, the same response, but a phone call returned or email would be preferred.

For all those considering ID mobile - do not trust ID mobile for internet access abroad unless tested already.