topic Re: Re: cannot use my phone in France! in Mobile Services

Re: cannot use my phone in France!

amytslkjvdsgj — Sat, 01 Jul 2023 01:59:46 GMT

I had same issue there and in the US and was annoyed I had paid more for it

Re: Re: cannot use my phone in France!

Christopher_G — Sat, 01 Jul 2023 06:42:03 GMT

Hi @amytslkjvdsgj

Welcome to the community.

Are you still abroad? Have you tried manually connecting to a network?

Chris

Re: Re: cannot use my phone in France!

amytslkjvdsgj — Sat, 01 Jul 2023 08:22:53 GMT

No this is just a regular problem I have. Any trip to Europe or US my roaming never works. It’s too complicated for me to figure out.

Thanks

Re: Re: cannot use my phone in France!

Christopher_G — Sat, 01 Jul 2023 08:25:40 GMT

Have you spoken to our Mobile Care team to make sure everything is OK from our end, @amytslkjvdsgj?

Chris

Re: Re: cannot use my phone in France!

amytslkjvdsgj — Sat, 01 Jul 2023 09:19:53 GMT

I might give them a call before my next trip yes…. I need to check I’m on the right pack and how to use it properly.

For example I didn’t realise needed to add roaming in the UK before you leave etc.

Is there a certain pack that can be used anywhere in Europe, and the US/canada or do I just add roaming add on for the trip? Anyway as you say I will probably call them to check all this out thank you.

Re: Re: cannot use my phone in France!

Christopher_G — Sat, 01 Jul 2023 09:39:44 GMT

There are two steps, @amytslkjvdsgj.

The first is to make sure your SIM is set up for using it abroad. Text ROAMING to 150.

The second is to add an add-on (if you want one) to give you a set of allowances, or to let you use your plan allowances abroad. You can check those on our roaming tool.

Chris

Re: Re: cannot use my phone in France!

bristolian — Sat, 01 Jul 2023 09:44:39 GMT

Roaming packs & billing add-ons are just pricing add-ons to reduce the cost.

It is the roaming facility which enables your phone to connect to foreign networks.

You can have either without the other, but you won't get mobile coverage without roaming being active.

Re: Re: cannot use my phone in France!

amytslkjvdsgj — Sat, 01 Jul 2023 10:03:53 GMT

Many thanks. And even though once in France/ US I turned phone on and off and put on roaming etc, I did not know you needed to put roaming on while in the UK before leaving. I think this may have been the problem from other comments?

Re: Re: cannot use my phone in France!

Christopher_G — Sat, 01 Jul 2023 10:05:56 GMT

Yeah it sounds like that could be it, @amytslkjvdsgj.

Once the roaming aspect is activated, it will remain set up for any future trips. You would just need to then choose which package you want for each trip.

Chris

Re: Re: cannot use my phone in France!

bristolian — Sat, 01 Jul 2023 10:18:31 GMT

@amytslkjvdsgj wrote:
Many thanks. And even though once in France/ US I turned phone on and off and put on roaming etc, I did not know you needed to put roaming on while in the UK before leaving. I think this may have been the problem from other comments?

Roaming is an account level setting, not a phone setting.

You may be getting confused with "data roaming" which is a phone setting for "am I allowed to use data over a roaming network". If your SIM isn't enabled at account-level to use roaming networks, this setting is futile.