topic Where has my service gone? in Mobile Services

Where has my service gone?

abellewp — Tue, 21 Feb 2023 03:01:39 GMT

I am in Australia, and have paid to being to use my phone. It was working fantastic until last week and now only working on wifi, and my phone only shows 3G. I checked my billing and it said I was up to date.
I may need to update my credit card, which I have tried to do with no luck. Please help me, very difficult to be on the road without ways to contact people.

Re: Where has my service gone?

Chris_B — Tue, 21 Feb 2023 07:25:34 GMT

@abellewp You have a connection it’s on 3G. Have you tried manually searching for a network?

Re: Where has my service gone?

abellewp — Tue, 21 Feb 2023 09:10:38 GMT

Yes I have tried only gives me the option the phone selected. Phone signal was great until I got so SA and now in Melbourne it’s still just 3G. Can’t do internet or WhatsApp etc

Sent from my iPhone

Re: Where has my service gone?

James_B — Tue, 21 Feb 2023 10:59:39 GMT

Hi @abellewp,

You should still be able to access the internet over 3G.

Are you using a pay as you go or pay monthly plan?

Have you purchased a roaming add-on?

Have you tried restarting your phone?

James

Re: Where has my service gone?

abellewp — Tue, 21 Feb 2023 11:05:38 GMT

Hi yes to roaming plan and restarting phone. It was working great until I went to South Australia and still isn’t working in Melbourne.
No I can not access anything to do with internet from WhatsApp to maps to google.
Spoken to tech support they are also struggling to work out what’s going on.

Sent from my iPhone

Re: Where has my service gone?

James_B — Tue, 21 Feb 2023 11:06:58 GMT

Hi @abellewp,

Technical Support are best placed to help you with this. Are you still in touch with the team?

James

Re: Where has my service gone?

abellewp — Tue, 21 Feb 2023 11:20:38 GMT

I was but when they tried to call me back I didn’t get the call, the call didn’t come through. But I am about to try them again.

Sent from my iPhone

Re: Where has my service gone?

James_B — Tue, 21 Feb 2023 11:21:53 GMT

Please let us know how you get on @abellewp

James

Re: Where has my service gone?

abellewp — Wed, 22 Feb 2023 00:53:38 GMT

Thanks for the feedback, still haven’t sorted it out and have spoken to three different people. Now with the time difference I have to wait to talk again until later, plus I now don’t have 3G only wifi when in range and otherwise sos calls only.

Sent from my iPhone

Re: Where has my service gone?

DJW31 — Wed, 22 Feb 2023 03:43:02 GMT

I'm in Perth WA on holiday and just purchased roaming add on but it's totally not working. Why??? And i can't easily see who to contact for help. If i can't use it i at least want a refund but i'd prefer that it worked. Please help. Thanks.

Re: Where has my service gone?

Katie_B — Wed, 22 Feb 2023 07:29:12 GMT

Hi @abellewp.

Please keep us posted when you have been able to speak with another agent.

If you have any questions in the mean time please be sure to let me know,

Katie

Re: Where has my service gone?

Katie_B — Wed, 22 Feb 2023 07:31:17 GMT

Hello @DJW31.

Welcome to the community.

I hope you're having a wonderful holiday in Perth.

I have responded to your other post.

Speak soon,

Katie