Data Services not working when abroad

[ademanuele]

My wife and I were in Italy in August and my data services (Internet) would not work. We both have the iPhone 12 Pro and changed O2 tariffs in June (been with O2 for as long as I can remember) and have used data services abroad several times a year in the past.

The only difference I can see is in my APN settings, my mobile data is set to my.internet whilst my wife's is idata.co.uk.

I have called O2 twice (and advised someone would call back but never heard back) and emailed them on three occasions but not had a reply (first contacted them 29th August). Anyone know what the issue might be and how i get resolved??

Thanks

Tony

[madasaf1sh]

@ademanuele 

Your APN is wrong, what happens if you change it to mobile.o2.co.uk 

[MI5]

@ademanuele 

You need to ask O2 to add iData to your account.

This was obviously missed from both yours and your wife's when you changed contracts.

Once you have the iData added you should both use the same idata.o2.co.uk apn.

[ademanuele]

Data services are working OK in the UK and I guess the APN is wrong for roaming. I can't test until I travel abroad again in October but need a definite fix, don't understand why O2 are not responding, I sent them  a screenshot of the APN settings 🤷🏻‍♂️

[ademanuele]

My wife's phone works fine, just me that had the issue. As mentioned above, data services are working in the UK, but not when I was in Europe. 

[jonsie]

You need to follow the advice by @MI5 otherwise you will have the same problem

[MI5]

@ademanuele 

Your wife must have idata added then, just yours not.

Data will work in the UK on the default settings but you won't get visual voicemail. When roaming you need idata added to use the idata apn or you need to change it to "mobile.o2.co.uk"

[ademanuele]

Thanks. So if I call O2 again I ask them to add idata?

Has anyone else had issues with O2 customer support, this sounds like a straightforward fix, I don't understand why have they not picked it up? No response since 29th August...

[jonsie]

Yes but good luck getting someone who understands just what the bolt on is

[MI5]

@ademanuele 

As @jonsie says, getting someone at O2 who knows what they are doing is a challenge.

Ask to be put through to a UK call centre if you end up in Manilla or some other off shore place and persist until you get it added.

Once visual voicemail is working you'll know it's been added and functioning.