Travel Pass Not Functioning Properly

[we5ty]

Last Tuesday we travelled to Thailand and I bought a 7 day roaming pass. Whilst I can access data I have not been able to send a txt or make a call, despite changing my spend cap to £20 as advised. All I get when trying to phone or access voicemail is a recorded message from AIS saying that my service is suspended at the moment. Bills are all up to date, so no issue there.

I feel a bit ripped off right now as the pass expires today and I won't be buying another 7 days!

[Debbie_G]

Hi @we5ty.

Welcome to the community.

I'm sorry you're having issues making calls and sending texts from Thailand. I'd recommend getting in touch to speak with our guides, they have access to your account to be able to check this further for you.

You can call through Skype by dialling +44 800 079 8586 over WiFi if you don't have access to another mobile.

Debbie

[we5ty]

Thank you Debbie.

I have spoken to a couple of people to try and resolve the issue, but no joy. I've been credited back the 7 day pass, so I won't be out of pocket. However, I'm in a catch 22 situation as the advice was to re-purchase the 7 day pass for our last week, but I'm unable to send a txt to 150, just says unable to send as it'll exceed my spend cap or something similar. Which, is currently set at £30.

Please advise.

[Leanne_T]

Hi there @we5ty 

Thanks for coming back to us. 

What did the team advise when you called? Did they make sure the account was fully set up for roaming? 

Thanks 🙂

Leanne.

[we5ty]

The first guy checked and thought something might have been missed. He suggested that I manually switch networks , which I had already tried to no avail, but despite trying all other networks nothing worked. He, Samuel, was then unable to ring me back and suggested I txt 150, which I am unable to do.

I phoned again, spoke to someone else who confirmed the credit was applied, but only I could sort a new travel pass my end.

But I can't!

I'm losing the will to persevere with this as it is occupying a great deal of effort and time. I would just give up,  but I need to arrange a hospital appointment for when we return.

[Leanne_T]

Thanks for coming back to me @we5ty 

I am really sorry this was not sorted when you called and I appreciate this is frustrating for you. 

We have no account access on the community, if you get the chance could you please try calling us again from another phone or using a VoIP such as Skype and the team can run further checks to see what is needed for you to make calls and send texts. 

Leanne.