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Unable to use my phone abroad

TCL
Level 1: Joiner
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I’m unable to use roaming abroad. O2 disabled my phone from using their service outside of UK, which happened to me last year when I was in America. It happened to me again this year and I was told a support ticket was submitted and it’d take 5 days for them to respond. I’ve been in Spain for 6 days and still have no network, making it difficult to contact my family who is also here and always have to rely on WiFi. A lot of places don’t have free WiFi and I’m paying for a service I’m not able to use, which is extremely frustrating. I don’t know what to do, as I was told by the customer representative that there don’t seem any restrictions on my account. Nothing seems to be wrong with my phone as I can use other people’s SIM card. This is such disappointing customer service and the network coverage is extremely bad in the UK as well, which used to be really good. Overall, I’m very disappointed with O2 in general and I think a lot of people are.

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pgn
Level 76: Forum Legend
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Spain usually does not need any special treatment to work, so long as there is no Roaming Bar Guide: O2 BARs on your account, @TCL - for other countries, this tells you what you need: https://www.o2.co.uk/international/using-your-phone-abroad

Some things to try:

Use your MyO2 to see what Bars are in place on your account - some can be adjusted in the new app.

Check data roaming is on in phone settings

Manually search for another network - it is OK to connect to one that your phone shows as "Forbidden" when roaming.

Turn off 5g

Change your data APN to "mobile.o2.co.uk"

Check with O2 for a Spend Cap on your account. 

Do this via social media, as you appear to have Internet access. If you message O2 on Facebook ( https://o2uk.co/O2CFB) , Twitter ( https://o2uk.co/O2CTW) or Instagram ( https://o2uk.co/O2CIG) , they should be able to help. Good luck @TCL.

 

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