topic No service abroad in Apple

No service abroad

CVI — Mon, 04 Jun 2018 12:50:29 GMT

My son is in France and his phone says no service. I have spoken to o2 twice and the first time the lady said she was changing a setting that it could take up to 24 hours. After 24 hours still the same so I called again, I was told there was a second setting that need changing, another 24 hours usually but would be done in 2 hours.... another 24 hours later and still no service. He has tried changing the apn to mobile.o2.co.uk and still nothing. He has an Iphone SE. Any ideas?

Re: No service abroad

Cleoriff — Mon, 04 Jun 2018 12:57:18 GMT

Hi @CVI

He obviously has the wrong data bolt on to use abroad with an iPhone. Contact customer services and tell them this. He possibly needs idata bolt on. Once its applied and he turns the phone off and back on again....it should work. Best of luck

Re: No service abroad

CVI — Mon, 04 Jun 2018 13:00:18 GMT

I thought that's what they were doing when they said they would change a setting! Maybe they didn't! Thank you!

Re: No service abroad

Cleoriff — Mon, 04 Jun 2018 13:09:27 GMT

Hi @CVI Just remember it can 'on occasion' take 24 hrs to kick in (it shouldn't.. but )....

Once applied he needs to reboot the phone and he should be good to go. This is a common problem with iPhones on O2 when used abroad. Hope it's sorted soon

Re: No service abroad

MI5 — Mon, 04 Jun 2018 13:09:55 GMT

Sounds more like an international roaming bar on the account.
The wrong data bolt on wouldn’t affect the whole phone service status.
Can he try manually selecting a different network from the one automatically chosen for him?

Re: No service abroad

Cleoriff — Mon, 04 Jun 2018 13:12:27 GMT

@MI5 If it was an international roaming bar (which I did consider) I would have thought that would be lifted immediately on request?

Re: No service abroad

CVI — Mon, 04 Jun 2018 13:17:07 GMT

It has been 48 hours already so well over the 24 hrs....

Re: No service abroad

Cleoriff — Mon, 04 Jun 2018 13:19:28 GMT

@CVI wrote:
It has been 48 hours already so well over the 24 hrs....

You will just have to keep on to customer services @CVI. Annoyingly, it's the only way

Re: No service abroad

MI5 — Mon, 04 Jun 2018 13:20:36 GMT

@Cleoriff wrote:
@MI5 If it was an international roaming bar (which I did consider) I would have thought that would be lifted immediately on request?

Yes, assuming CS knew what they were doing, but as they have already had two attempts it's either someting else network related (hence the manual search) or they don't know what they are doing?

Re: No service abroad

Cleoriff — Mon, 04 Jun 2018 13:24:57 GMT

@MI5 wrote:
@Cleoriff wrote:
@MI5 If it was an international roaming bar (which I did consider) I would have thought that would be lifted immediately on request?
Yes, assuming CS knew what they were doing, but as they have already had two attempts it's either someting else network related (hence the manual search) or they don't know what they are doing?

I would definitely say it's the latter! Quite ridiculous really. @CVI's son could be home before it's sorted

Re: No service abroad

CVI — Mon, 04 Jun 2018 13:48:55 GMT

There is no roaming bar for sure. It worked abroad before no problem although last summer we had a problem with it and o2 told me he needed a new sim which we got when we got back home and as he hasn't been abroad since we didn't click that the problem wasn't solved. He has tried selecting manually but doesn't work. He can use wifi no problem so it's a network issue not a phone issue

Re: No service abroad

MI5 — Mon, 04 Jun 2018 13:51:51 GMT

@CVI wrote:
There is no roaming bar for sure. It worked abroad before no problem although last summer we had a problem with it and o2 told me he needed a new sim which we got when we got back home and as he hasn't been abroad since we didn't click that the problem wasn't solved. He has tried selecting manually but doesn't work. He can use wifi no problem so it's a network issue not a phone issue

What makes you sure there's no bar?

If it didn't work last summer and it's not working now, surely that must be a consideration?

It may well have worked previously but if the account was changed or upgraded, all services may not have carried across.

Re: No service abroad

jezza1234 — Tue, 05 Jun 2018 11:26:25 GMT

I had an identical issue in France last year that took 3 attmepts to solve. I too was told by C.S the same things you have been told.

Turned out that it had nothing to do with my Data bolt on but was due to a deeply embedded international call bar that should have been turned off and never was. Apparently there are 2 international bars. The first is the roaming bar that allows for data and call roaming. The second is the intenrational number call bar and that is likley the one that needs to be removed. I was told by a helpful C.S agent last year that the bar is there by default and should be removed when when you travel abroad. Sometimes it isn't.

Best course of action is to get back on the C.S and ask them to remove ALL international call bars. This should sort it for you

Re: No service abroad

Marjo — Sat, 09 Jun 2018 14:49:54 GMT

Hi @CVI, please do let us know how you're getting on with this. Have you made any progress since you last posted?

Thanks all @Cleoriff, @MI5 and @jezza1234 for your help with this so far guys and trying to troubleshoot!

Re: No service abroad

SteveD — Tue, 28 Aug 2018 15:04:15 GMT

So - I have the same problem despite calling ahead last week to make sure I can use my phone abroad. Changed the SIM, reset to manual etc. Convinced there is a network bar but banging my head against a brick wall.

Help..

Re: No service abroad

MI5 — Tue, 28 Aug 2018 15:06:33 GMT

There are 2 levels of network barring for international calls so customer service need to check both bars are off.
@EmilieT if required to assist further........

Re: No service abroad

SteveD — Tue, 28 Aug 2018 16:06:37 GMT

I bought the phone through Carphone Warehouse who have just told me that all O2 phones bought through them have International numbers/ roaming automatically barred. Looks like O2 Guru don't know this....

Re: No service abroad

MI5 — Tue, 28 Aug 2018 16:15:38 GMT

Probably not.....

Re: No service abroad

Cleoriff — Tue, 28 Aug 2018 17:03:56 GMT

@SteveD wrote:
I bought the phone through Carphone Warehouse who have just told me that all O2 phones bought through them have International numbers/ roaming automatically barred. Looks like O2 Guru don't know this....

That's untrue @SteveD

I bought my grandsons phone from CPW on O2 network (in July) He was in Portugal in August and had no roaming bars on his account.

He experienced no issues whatsoever....

Re: No service abroad

SteveD — Tue, 28 Aug 2018 17:08:20 GMT

Well clearly either Carphone Warehouse or O2 are wrong. I have spent the best part of 3 hours today trying to get some sense from O2 and being completly messed about......FML