Roaming

[Richard_1479681]

Hi, i have two sims on my account, my sim in a google pixel worked fine in Spain for calls, SMS and 4G.

My wife's sim in an iphone, worked on calls and sms but not on 4g, Roaming was enabled and all relevant network settings matched mine.

I think i remember a Spending cap being set but can't find it in any of the settings in the smarty website under my account, regards

[Leeber]

I have a similar problem to this. As an airline pilot I visit EU countries sometimes multiple times in one day. I find that in certain destinations I can not get either a voice/text or data connection no matter what I try. I have checked the APN settings as specified and I have colleagues that are with other networks, including Three who have no problem connecting in exactly the same locations. 

[RachelM_7667 · Accepted solution]

Hi Richard_1479681

Although roaming settings may be on, i would ensure the device is set to the correct APN settings. See this article for more information: Setting up your phone to work abroad | SMARTY Help Centre

Alternatively, if this still doesnt work please reach out to our customer care team for further assistance at: https://smarty.co.uk/contact.   Available daily from 8am to 8pm.

- Rachel 

[MSF]

@Richard_1479681 A spending caps will not be relevant while roaming in the EU for general use.

You can roam up to 12Gb of data from your current plan - could she have exceeded that? Did she definitely have Data Roaming turned on in the iPhone settings?

[Richard_1479681]

Hi, many thanks for your quick reply, no she wasnt able to use it from the moment she took it out of Airplane mode and it rejoined the network in Spain. I did go through all the settings and everything was set as expected. I'll recheck again later today, regards

[MSF]

@Richard_1479681 Yes, it does seem odd. I have certainly roamed with my trusty iPhone in EU countries with no problem.

Sometimes also worth doing a manual network search as this can give a better signal Don't suppose you noticed if you were both on the same network?