Phone not working whilst roaming

[James1uk]

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

[Cleoriff]

@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

[MI5]

@James1uk 

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

[James1uk]

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

[MI5]

@James1uk 

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

[James1uk]

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

[MI5]

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@James1uk wrote:

maybe i should try again with a different person

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[James1uk]

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!!

[MI5]

@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.......

[Cleoriff]

@James1uk 

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