topic Re: Travel Inclusive Bolt on - Australia in Pay Monthly

Travel Inclusive Bolt on - Australia

Australia2024 — Mon, 02 Dec 2024 04:08:32 GMT

I relocated to Australia in September 2024, and spent a long time visiting O2 in person and speaking with advisors on the phone about being able to keep my UK mobile number whilst abroad. It is worth noting my relocation isn't permanent (only a year or two) which I explained to O2. Please note that I also have an Australian e-SIM to have an Aus mobile number. I asked O2 specifically about their fair roaming policy and if this would affect my number being shut off, and they said as long as I was paying my monthly payment (I pay for my SIM only) then nothing would happen to my UK number.

O2 advised that my best option would be adding on the Travel Inclusive Bolt On (they added this on free of charge as I am a long-standing customer) which means I could use my mobile phone in Australia as I do the UK. All was fine when I arrived 2 months ago, my phone was working good and I could make and send texts, make calls back home and use my data as I would in the UK, and the bolt on was 'active' in my O2 app (and still shows as active as of today). However, the last few days I am unable to make calls and when family from the UK try to call me it says this number is no longer accepting calls, which I don't understand. I can however, receive texts such as authentication codes to my UK mobile number, and use my UK data but calls do not work and say call failed when I try to ring the UK using my UK line.

I have tried the usual take sim out, reboot phone, reset network settings and even called O2 who have escalated this to their tech team. I am extremely worried my phone number is going to get disconnected as I have had this mobile number my entire life.

Has anyone experienced this and can help/offer advise?

Re: Travel Inclusive Bolt on - Australia

Cleoriff — Mon, 02 Dec 2024 07:49:36 GMT

@Australia2024

We're just customers like you but it sounds as if you need someone to access your account which can't be done from the forum.

You need to contact O2.

Guide: How to find help & contact O2

Re: Travel Inclusive Bolt on - Australia

MI5 — Mon, 02 Dec 2024 08:12:22 GMT

@Australia2024

Do you have 4g and wifi calling enabled on your handset?

Re: Travel Inclusive Bolt on - Australia

Enlli — Mon, 02 Dec 2024 09:20:47 GMT

Read the article mentioned in this post and follow the links.

https://community.o2.co.uk/t5/Discussions-Feedback/Roaming-in-Australia/m-p/1765855

You need two things to roam

1. A phone that is approved. (See IMEI checker in article link)

2. A phone that has 4G calling enabled and working (so not PAYG)

At the moment you may be able to roam on Aus Vodafone for 90 days

Re: Travel Inclusive Bolt on - Australia

Australia2024 — Mon, 02 Dec 2024 22:50:10 GMT

Hello - yes I do have 4G and wifi calling enabled. It was working fine for calls up until a few days ago!

Re: Travel Inclusive Bolt on - Australia

Cleoriff — Mon, 02 Dec 2024 22:58:11 GMT

@Australia2024

Then you do need to contact O2 as I said earlier

They can access your account and we can't. Sorry.

Re: Travel Inclusive Bolt on - Australia

Enlli — Tue, 03 Dec 2024 08:04:57 GMT

@Australia2024 wrote:
Hello - yes I do have 4G and wifi calling enabled. It was working fine for calls up until a few days ago!

Have you tried Vodafone?

I'll still put my money on it being the Australian networks. They do seem to have problems implementing government policy

Re: Travel Inclusive Bolt on - Australia

Simonc3 — Thu, 05 Dec 2024 11:48:48 GMT

I have the same issue. It wears to be since Australia turned off the 3G network at the end of October.

I have contacted o2 who have escalated it to a senior tech, but have heard nothing for a week. Data and messages work fine. I have 4G calls and VoLTE enabled

Re: Travel Inclusive Bolt on - Australia

Cleoriff — Thu, 05 Dec 2024 11:55:45 GMT

@Simonc3

Do as @Enlli suggested above and try to connect to the Vodafone network.

If you read back to his post 4 above, there is a very interesting article about Roaming in Australia.

Edited to add, it's nothing to do with O2 so they won't be able to help. Sorry about that.

Re: Travel Inclusive Bolt on - Australia

Simonc3 — Thu, 05 Dec 2024 12:14:40 GMT

I have tried connecting to Vodafone. It does not work. I have checked my imei and it’s fine for use in Australia. Interestingly, I have an Australian sim in my phone and it works perfectly.

Re: Travel Inclusive Bolt on - Australia

Enlli — Thu, 05 Dec 2024 12:52:48 GMT

I still suspect the Australian networks are playing silly beggars, probably blocking anyone from a network that still uses 3G

Not a lot O2 can do apart from checking roaming is on in your account.

Re: Travel Inclusive Bolt on - Australia

pumptronics — Fri, 06 Dec 2024 07:56:38 GMT

Hi Enlli, you seem to be properly aware of the 3G switch off here in Australia so can you tell me more about point #2? I have a PAYG O2 SIM here in an iPhone in Australia. Even though I know the iPhone is an approved model here, I did not know PAYG and Pay Monthly roaming could have different connections.

Do you know if I can do anything about it by contacting O2 directly? Many thanks

Re: Travel Inclusive Bolt on - Australia

Enlli — Fri, 06 Dec 2024 08:09:30 GMT

PAYG does not use 4G Calling (VoLTE) when you call the phone should drop to 3G (or maybe 2G), however that no longer works in the case of the Australian Networks. As such phones will not be able to make emergency calls the Australian Government has told the networks to deny access.

Unless O2 change their policy on PAYG and allow 4G Calling I'm afraid you are not going to be able to roam there.

The same is becoming true of some EU countries which have switched off 3G.

Next year O2 start to shut down their own 3G network so they will have to make a decision on their PAYG offerings. Allow 4G calling or close down the service completely.

Re: Travel Inclusive Bolt on - Australia

pumptronics — Fri, 06 Dec 2024 08:15:27 GMT

Great answer thank you. It's a definite pain but now at least I know what I'm up against. I will try to find a way to encourage O2 but Live Chat seems impossible for PAYG so I will try to get them on the socials. Thanks again!

Re: Travel Inclusive Bolt on - Australia

Enlli — Fri, 06 Dec 2024 08:32:16 GMT

@pumptronics Social media is best. Slow but UK based.

I doubt they will know anything about this.

As far as opening PAYG to 4G calling O2 are playing this close to their chest.

Re: Travel Inclusive Bolt on - Australia

Cleoriff — Fri, 06 Dec 2024 09:26:05 GMT

@pumptronics

One way around this for you is to think about switching to a sim only contract. This will at least give you the option of 4G /Wifi calling.