Hi ​@John Flannigan,

That sounds really frustrating, especially when you’ve already paid for the add-on expecting it to work abroad. Let’s see if we can get to the bottom of it first.
 

A few quick things to check, as roaming add-ons in Turkey can sometimes fail due to setup or network selection:
 

First, make sure Data Roaming is turned ON in your phone settings:

Settings → Mobile Data → Data Roaming → ON

Next, try manually selecting a network instead of automatic:

Settings → Network Selection → turn OFF automatic → try one of the available Turkish networks

Also restart your phone after doing this — it helps force a fresh connection to the roaming partner network.
 

It’s also worth double-checking:

The add-on is active in your iD Mobile account
You’ve received confirmation it’s been applied to your number
You’re using data (not just Wi-Fi or hotspot issues)
 

If it’s still not working after that, let us know.

Lamiya

Hi Lamiya, I've tried all this and it's still not working. Can I get a refund please?

Regards,

John

Hi ​@John Flannigan, 

We're sorry to hear that the issue is still ongoing.

Please note that, in line with our Terms and Conditions, add-ons are non-refundable once purchased.

Before travelling further, please ensure that:

• Your Bill Cap is not set to £0 if you are trying to use chargeable roaming services
• Roaming is enabled both on your iD Mobile account and on your handset
• You are connected to the correct partner network in the country you are visiting
• Mobile Data and Data Roaming are enabled on the handset

You can check the supported roaming destinations and partner networks here:

https://community.idmobile.co.uk/roaming-76/which-roaming-destinations-are-included-in-my-plan-45112

If you have confirmed all of the above and the service is still not working, please contact us via Live Chat or send us a direct message through our social media platforms so that we can investigate further.

Owethu

Hi Owethu, I’ve tried all this:

• bill cap was set to £5
• Roaming is enabled on handset and ID Mobile account
• Connected to Turk Telekom
• Mobile data and data roaming are connected on the handset

I’m due to return home on 12 June and am very upset that this has not worked, especially as the hotel wifi keeps disconnecting. It has very much restricted my activities on holiday especially when away from the hotel.

I feel that I am due a refund as I have purchased a product which does not work as advertised.

Regards,

John Flannigan

Hi ​@John Flannigan,

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 

We'll speak to you there.

Thanks,

Gemma M

The iD Mobile Social Media Team

I have the private message but my replies are now being ignored.

Can you help please. See below.

Regards,

John Flannigan

Hi ​@John Flannigan,

I’m sorry that your replies appear to have been missed. We’ve sent you a response via private message, so please check your inbox and message requests.

For your security, please avoid posting personal information on a public forum. If you need any further assistance, you can contact us privately through Facebook or Instagram or speak with our team via Live Chat.

Thanks,

Tashnieka
The iD Mobile Team