Travel Inclusive Bolt on - Australia

[Australia2024]

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?

[Cleoriff]

@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 

Guide: Roaming MegaGuide 

[MI5]

@Australia2024 

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

[Enlli]

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

[Australia2024]

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

[Cleoriff]

@Australia2024 

Then you do need to contact O2 as I said earlier

Guide: How to find help & contact O2 

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

[Enlli]

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@Australia2024 wrote:

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

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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

[Simonc3]

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

[Cleoriff]

@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.

[Simonc3]

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.