EU Roaming stopped

[falkirk81]

So, I was in Italy for a week last week and I got around 6 days of usage of my Smarty SIM without issue. Without notice, no texts or emails, being sent to me, the data went off and wouldn't reconnect. I tried all the recommended solutions on here but nothing would work.

I reached out to support on Saturday morning and was told that I has exceeded my EU data allowance. I was surprised, I was only away for 6 days, received no text or email advising at the 80% roaming limit or that it was exceeded, and my phone has only used 6GB in Roaming data since last year so how could I have exceeded the 12GB EU roaming limit? I have the 50GB plan normally here in the UK. I had to buy an eSim to get me through the last few days of my trip.

Any advice or observations would be appreciated.

[AndrewR_3015632]

Hi, I've tried that and no joy. I've also restarted my phone but nothing works 😭

[MSF]

@AndrewR_3015632 Can you find out if there is a local mast problem?

Also, have you checked in the phone settings that you definitely have not used up 12Gb? No chance that you accidentally turned off mobile data roaming?

[AndrewR_3015632]

Same problem here in Spain. Was working fine for 4 days then suddenly stopped working. 

Absolutely no chance I've used 12gbs in 4 days 

[SmartyTrousers]

@AndrewR_3015632 It might be worth trying to manually select one of the available networks there in your phone settings, rather than it just selecting a network automatically.

When I was in Majorca last year I got a text from Smarty to let me know when I'd nearly used my 12GB roaming allowance, then I think another text when I'd fully used it, so if you haven't had those texts, you're probably right that you haven't used up your allowance.

[Chalkychap]

Unfortunately @falkirk81, forum members can't look at your SMARTY account, making it hard to comment about roaming data usage.

Sometimes a NETWORK RESET can help when you're having trouble with your mobile data connection. 

Did you double-check the APN value was "mob.asm.net" (in lowercase)?

[VickiPa_2731190]

Hi, I’m having the same issue. How to network reset, pls?