Add on data not working inEU

[JillKern_426250]

I have a 50 GB  sim in a wi fi router which had been  working fine in Spain until we used up our 12GB EU roaming allowance. I Paid £9 for  add on data of 10 GB but the wi fi is no longer connecting and comes up with the message “This service is unavailable in International Roaming”  We are now in Portugal with Smarty cards working fine in our phones.  I have switched the router off and back on again and at first the wi fi appears to be working fine but after about 30 secs come up with the unavailable message. 

[SmartyTrousers]

@JillKern_426250 I'm not 100% sure, but I believe the add-on you've bought may only be for use in the UK.

Smarty offer two add-ons for unlocking your full data allowance in the EU, one of them lasts for one day and the other for three days.

[MSF]

@JillKern_426250  The data pass you need is the one outlined on p17 of the Price Guide: https://cdn.smarty.co.uk/files/SMARTY-Price-Guide.pdf?_gl=1*1cmra61*_ga*MjA5ODc3MzU1My4xNzI2MTM1Njc3... 

I agree with @SmartyTrousers  - it looks like you purchased the add on described on p14 of that Price Guide. This is designed for when you use up all of your plan data in the UK and need some more. It would allow you to use data for roaming, but only up to the 12Gb limit (assuming you had that much left).

[RogerHo_3136055]

It states that add on data can be used in EU and I purchased it following the Smarty link offering me add ons. 
Any other ideas please. Could it be because I am using the sim in a router and originally purchased the 50 GB offer including calls, texts and data. Now I have purchased data only…but can’t access it. Very frustrating:(

[MSF]

@RogerHo_3136055 Have you exceeded the 12Gb limit for roaming? If so, you would need to buy a specific data roaming pass. This is detailed in the Price Guide to which I linked the OP.

With a router, you would also need to ensure that the APN is set to mob.asm.net via the settings page.

[Rebekah_150]

Hi  JillKern_426250,

If you are still having issues connecting our customer care team are on hand to offer tailored account recommendations

https://smarty.co.uk/contact available daily from 8am – 8pm.