holiday in the Canary Islands

[Billy2106]

 my daughter has arrived on holiday in the Canary Islands and she got the welcome txt from new with the link to get roaming 7 day package. When she clicked on it this is what she got. 

why is this? 

it seems to be a bit of a farce for holiday maker having to go through this.

It’s ludicrous that the we contract holder can’t set up the roaming package before they leave for their holiday. 

how can this get fixed? 

[bristolian]

3G, nice!

There's a suggestion in that page, that the issue is of your daughter's data allowance having been exhausted (it even mentions the "stay connected" facility), thus there is no allowance to extend to the roaming country. If she texts BALANCE to 150, what is the response?

[chistery]

What happens if you click on the buy data tab?

[Billy2106]

She has got 15 gb of data on her account. That’s why I don’t know how it’s saying this? 

she followed all the instructions ie setting up enable roaming but couldn’t do add on until she arrived and now she can’t get anywhere with it.

reading other posts this seems to be a regular problem.   

[bristolian]

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@Billy2106 wrote:

She has got 15 gb of data on her account. That’s why I don’t know how it’s saying this? 

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I don't disbelieve you, but what's your basis for saying this? You've not answered what happens when your daughter texts BALANCE to 150.