topic Re: Phone not working whilst roaming in Tech Support

Phone not working whilst roaming

James1uk — Tue, 25 May 2021 07:52:14 GMT

Hi, I am currently working in Italy and my phone is not connecting to most networks or getting data. I just upgraded to an iPhone 12 and got a new 5G sim before the trip. My phone connects to Vodafone Italy but only on edge, all other networks show no service. I have tried talking to customer services who went through basic troubleshooting, changing some settings, resetting etc, and they also tried reading the travel bolt on but I still have no data. Can someone assist? Thanks

Re: Phone not working whilst roaming

Cleoriff — Tue, 25 May 2021 08:02:37 GMT

@James1uk

If this is a new phone, you need to check whether you have the iData bolt on linked to your account.

If not you need to call O2 to apply it

All numbers are in this guide

Guide: Coronavirus Community Help and Support

Use Skype to call if you are unable to use your phone

Advice from an O2 Guru regarding a way to get through:

When you call, you will be asked for the reason you are calling,

Stay silent for 15 seconds and you will be taken to the keypad options.

Press 2 for Everything Else

Press 5 for More Options

Press 7 for Anything Else which will put you though to an advisor.

Press Upgrade, Lost/Stolen or Fraud if you have to.

8am is the best time to call

Re: Phone not working whilst roaming

MI5 — Tue, 25 May 2021 08:22:14 GMT

@James1uk

Try changing your data apn to "mobile.o2.co.uk" and then reboot your phone.

Re: Phone not working whilst roaming

James1uk — Tue, 25 May 2021 08:47:53 GMT

Hey thanks, tried that and still reconnects to Vodafone Edge, and not to other networks..

Re: Phone not working whilst roaming

MI5 — Tue, 25 May 2021 08:51:05 GMT

@James1uk

Sounds like a roaming bar on the account then which customer services need to lift for you.

Re: Phone not working whilst roaming

James1uk — Tue, 25 May 2021 08:53:01 GMT

Thank you! Yes, thats what I wondered but the person I just spoke to said that she sees nothing on the account that would block me from using it.. maybe i should try again with a different person

Re: Phone not working whilst roaming

MI5 — Tue, 25 May 2021 09:18:32 GMT

@James1uk wrote:
maybe i should try again with a different person

Re: Phone not working whilst roaming

James1uk — Tue, 25 May 2021 11:06:18 GMT

Spoke to O2- they say there is no block, and bolt-ons seem to be correctly permissioned. Put the SIM card in my work mobile and it has the same issue so its not handset related, can only be SIM or account.. any other ideas? They directed me back to this forum.. thanks!!

Re: Phone not working whilst roaming

MI5 — Tue, 25 May 2021 11:11:28 GMT

@James1uk

Although we generally know more than CS, we can't unfortunately access your account on here.

IF everything is correct as they say and as you are having the same problem in a different phone, it may be worth you turning off 5g in your phone settings, maybe even just go no higher than 3g if you can.

Other than that, it may be a local mast issue.......

Re: Phone not working whilst roaming

Cleoriff — Tue, 25 May 2021 11:12:01 GMT

@James1uk

Just checking if O2 confirmed you have the iData bolt on. With new phones they quite often leave it off

Re: Phone not working whilst roaming

James1uk — Tue, 25 May 2021 11:13:02 GMT

Thanks again for the really quick reply, so appreciated. I have had the issue all over really for quite a few days as I have been travelling between cities so dont think the mast, tried to do the 3G thing as well but didnt work unfortunately. It can only be the account I think, I guess i will have to live without the phone for now. Thanks so much again for helping

Re: Phone not working whilst roaming

James1uk — Tue, 25 May 2021 11:14:39 GMT

I asked that and the person tried to add some random international bolt on for making calls out of the UK.. she didnt know what iData was, thats part of the issue that the people I speak to dont really know how to help

Re: Phone not working whilst roaming

Cleoriff — Tue, 25 May 2021 11:20:23 GMT

@James1uk wrote:
I asked that and the person tried to add some random international bolt on for making calls out of the UK.. she didnt know what iData was, thats part of the issue that the people I speak to dont really know how to help

Well @James1uk if you haven't got iData on your phone, it won't work abroad.

It's a pity you can't get someone who knows what they are doing. I'm going to call in @O2Lisa who is one of our account advisors on here. She knows what she's doing so look out for a message from her.

Re: Phone not working whilst roaming

James1uk — Tue, 25 May 2021 11:23:01 GMT

Brilliant, thanks so much

Re: Phone not working whilst roaming

Cleoriff — Tue, 25 May 2021 11:25:24 GMT

@O2Lisaare you able to help @James1uk

Not sure if he has the idata bolt on and he's roaming abroad.

Re: Phone not working whilst roaming

MI5 — Tue, 25 May 2021 11:30:07 GMT

It's not an iData issue if it still doesn't work using "mobile.o2.co.uk" as confirmed above.

Re: Phone not working whilst roaming

O2Lisa — Tue, 25 May 2021 11:38:33 GMT

Thanks for the tag @Cleoriff

I'll message you privately @James1uk and look in to this for you

Re: Phone not working whilst roaming

Cleoriff — Tue, 25 May 2021 11:52:37 GMT

@MI5 wrote:
It's not an iData issue if it still doesn't work using "mobile.o2.co.uk" as confirmed above.

Well it's something. @James1uk said CS couldn't confirm he had the idata bolt on. Instead tried to add some international bolt on!

Anyway, hopefully @O2Lisa can get it sorted and I'll go back to the WHD

Re: Phone not working whilst roaming

Cleoriff — Tue, 25 May 2021 11:53:31 GMT

Thanks @O2Lisa

Re: Phone not working whilst roaming

jonsie — Tue, 25 May 2021 13:00:14 GMT

Presumably a sim swap was done to the new 5G sim?