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Not registered on Network when in France

Anonymous
Not applicable

Hi All,

 

I have an S6 Edge.

 

I'm at my wits end with this problem, it has happened sporadically over the last 3 years and I've had to call cs which has usually resolved the problem but since the 2nd September every time I go to France I can't get registered on any Network, so I can't make any calls, send or receive texts or use my Data. I'm there every month working so it's important for my phone to be working to it's full potential and it's just luck that my partner has been with me on the last three trips so I was able to use her phone to call CS and keep up with my business.

 

When I called on the 2nd September the representative I spoke to at CS said she found a roaming bar on my account, both primary and back up servers, which she lifted and that cured my problem momentarily! So I called back again and was told the 'gurus' were trying to find the problem and somebody would call me back but nobody ever did.

 

Seventeen days later I was in France again and found myself with exactly the same problem and same lack of a solution from O2 although a 'guru' did call back and tell me I needed a new SIM card and if that didn't work the phone must be faulty, but he couldn't explain why my SIM worked perfectly in the UK. So on my return home I went to my local O2 shop and got a new SIM card.

 

Wednesday 21st Oct I was back in France and exactly the same problem, this time I was given a story of new transmitters being erected in the area causing outages but I was talking to him on another Samsung phone with a different number on my account - he couldn't fathom that out but promised me faithfully an engineer would call back within the hour but nobody returned my call. I called again yesterday and spoke to a woman who went through all my notes and checked that I had performed every option possible to try and get my phone to work but to no avail. She then said I probably needed a new SIM card(smh) and when I told her it was a new one she said you'll have to let O2 have the phone and send it away for repair, bearing in mind it's already been back to Samsung because the LCD died I told her I wanted a new replacement phone and she more or less said unless you pay off the remaining amount on your 2 year contract that's hard luck!

 

Surely when I opted to pay a bit extra for Samsung's flagship phone I should receive a faultless one? Not one that's been repaired twice? It's like paying full price for a new engine for your car and getting a reconditioned one in it's place.

 

 

Since 2nd September I've called CS 22 times about this and have had no help from O2!

 

tldr, ongoing 2 month problem, not registered on network when in France no help from O2, faulty phone want a new replacement.

 

Anybody got any thoughts on this?

 

T.I.A.

Ron

Message 1 of 23
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Anonymous
Not applicable
It says "You have 1 data allowance Bolt On and 3 additional Bolt Ons." but I can't see what they are?
Message 11 of 23
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adamtemp64
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re myo2 are you doing it via the app or via the website ?

iPhone 11 Pro 256gb on unlimited data
iPad Pro 12.9” 2020 256gb refresh o2 family discount
Apple Watch series 4
My first mobile was in 1995 a CM-R111 from sony on Cellnet.
Wincanton South Somerset (Full 4g 3G 2g indoor coverage) Remember we are all customers here not customer services

Message 12 of 23
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MI5
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@Anonymous wrote:
It says "You have 1 data allowance Bolt On and 3 additional Bolt Ons." but I can't see what they are?

Sounds like you do have o2 travel but look on the website or on full version if through mobile browser and you can see what they are.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Message 13 of 23
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adamtemp64
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look at the link on my o2 that says  view allowances , previous data use and tariffs

iPhone 11 Pro 256gb on unlimited data
iPad Pro 12.9” 2020 256gb refresh o2 family discount
Apple Watch series 4
My first mobile was in 1995 a CM-R111 from sony on Cellnet.
Wincanton South Somerset (Full 4g 3G 2g indoor coverage) Remember we are all customers here not customer services

Message 14 of 23
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Anonymous
Not applicable
Yeah I see it now, I have O2 Travel and 1GB Sharing UK Data
Message 15 of 23
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MI5
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You must have a restriction stuck on somewhere - keep pestering cs until they sort it for you.
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Message 16 of 23
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Cleoriff
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@MI5 wrote:
You must have a restriction stuck on somewhere - keep pestering cs until they sort it for you.

This seems the most likely scenario as @Anonymous can't register on any network when in France?

I know on the very rare occasion Movistar has let me down when in Spain I can switch to Orange ES or Vodafone ES with no problem at all.

*The Game Is On*

Girl in a jacket
Message 17 of 23
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Anonymous
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Thanks guys, I'll have to wait until Monday now to call them.

 

It's funny, it was my girlfriends upgrade date last Friday so we went to the O2 store to get a new contract sorted, when the guy in the store bought my account details for my number I remember seeing "Travel Data Heavy User " next to my name whereas it just said "Travel Data" got my girlfriends number. But if you're paying for something why would they throttle it or put a bar on it!?!

Message 18 of 23
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MI5
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It's unrestricted for the first 100mb each day, after that it is restricted for speed only.
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Message 19 of 23
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Anonymous
Not applicable

I don't even use it that much to be honest as I'm usually driving and wait until I'm at my hotel or a shopping centre to use the wi-fi. They should have left it at the £1.99 for 15mb, I only ever used to get moredata 2 or 3 times a day!!

Message 20 of 23
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