Not connecting abroad

[andrewshall]

Just returned from a week in Portugal where I nothing but issues with 2 associated accounts

One account was sorted quite easily with a call to support but the 2nd was and still remains a mystery/nightmare

Roam abroad pass was added before travel, no call made to ensure EU Roaming was on as there is nothing I could find that mentions this requirement.  Called 150, spoke to someone in billing who turned.on EU Roaming, all networks were shown as Forbidden, so no mobile connection, get put through to L1 technical who could.find nothing wrong, get put through to L2 technical who have sent a new SIM 'just in case' and promised to call me back Friday (yesterday), still waiting for call, as L3 were going to run some settings updates that couldn't run whilst abroad.

Anyone else had issues like this, aware of having to call to ensure EU Roaming activated?

[Leanne_T]

Hi @andrewshall 

Thanks for coming to the community. 

Roaming would need to be activated on the account, if this is not activated when you travel abroad you would need to call us, however, this should be resolved for you after the call and would need further testing and investigating to find out what could be the issue if networks are showing as forbidden. 

To get an update, please get back in touch with our tech gurus on 150, they can check the account notes and see if there are any updates from the level 3 team. 

Thanks very much. 

Leanne.

[andrewshall]

Thanks for the reply Leanne

This is my further issue, I spent 20 minutes on a call to 2nd line, I have the person's name but will not mention it here, they promised me a call back to further investigate and have the commands that needed to be sent to my son's phone for Friday just go e and I am still waiting, not the best in customer service

[Leanne_T]

I am very sorry to hear you did not receive the call back as advised @andrewshall 

Please try calling us again and the team will be happy to help and provide an update. 

Leanne.