Hi ​@Loopyloou,

I'm sorry to hear that your Roam Beyond add-on isn't working, especially when you're already in the USA and need access to your data.

Could you please try the following:

• Restart your phone.
• Turn Airplane Mode on for 30 seconds, then turn it back off.
• Ensure Data Roaming is switched on.
• Check that Mobile Data is enabled.
• Manually connect to a network rather than leaving network selection on automatic.

For iPhone

1. Go to Settings > Mobile Data > Network Selection.
2. Turn Automatic off.
3. Wait for the available networks to load.
4. Try connecting to AT&T or T-Mobile.

For Android

1. Go to Settings > Connections (or Network & Internet).
2. Tap Mobile Networks.
3. Select Network Operators.
4. Turn off Select Automatically.
5. Try connecting to AT&T or T-Mobile.

You can also try a network reset:

iPhone

1. Go to Settings > General > Transfer or Reset iPhone.
2. Tap Reset.
3. Select Reset Network Settings.

Android

1. Open Settings.
2. Tap General Management or System.
3. Select Reset.
4. Tap Reset Network Settings or Reset Mobile Network Settings.

If you've already tried all of the above and the add-on still isn't working, please contact our Customer Service Team via Live Chat so they can investigate the issue and review the add-on on your account: https://www.idmobile.co.uk/live-chat

We apologise for the inconvenience and appreciate how frustrating this is while you're travelling. The team will be able to look into the issue further and discuss the available options with you.

Regards,

Gemma M

The iD Mobile Social Media Team

I did all the steps and more with online chat with an agent, but nothing has worked, I hope I can get a refund on the add on of £35.00, as it wasn't mt fault my phone doesn't work (only 5 months old & bought from iD mobile), It should be set NOT to charge unless a mobile data connection is established.

Hopefully I can get a full refund, or I may reconsider my options to look for another provider  when my contract expires,

Hi ​@Loopyloou.

Thank you for taking the time to share this. I'm sorry to hear about the trouble you've had with your phone and the add-on charge. I completely understand your frustration, especially having already gone through troubleshooting with our chat team.

Please could you contact our team once the add-on has reached its expiration date, so we can check whether any usage was incurred and refund you accordingly.

Thanks,

Marquerita

The iD Mobile Team