Mobile data not working out of UK

[JIMJ51]

I moved to a monthly contract in May 2017 with 2 lines on Unlimited texts and calls plus 1Gb data on an LG K10 2017 phone (x 2) with Android 7. It included the "free use in Europe"  option although I must admit, I wasn't told that it would become free anyway in Europe by the end of May. During May, I went to Ibiza and discovered that the Mobile data option just wouldn't work at all. Wi-fi was restricted at the hotel to reception usage hence the choice to try mobile data. I used 191 to check what to do and he told me that my plan didn't include usage from Ibiza (Wrong!) but that he would fix a few settings and it would be OK tomorrow. It wasn't. The 2nd person I spoke to said my plan was fine and that it should be OK. Anyway, it never did work. At home mobile data is fine.

I returned to Ibiza in October and the same thing happened on both phones with the same result via 191 although this time they suggested choosing 3G as the mobile option. Once again, he said I "should try again tomorrow" after he reset a few things (??). I did and it didn't, of course.

It can't be the physical phone as my daughter went to Ibiza with the her LG K10 phone albeit on IdMobile and hers was fine. I've spoken to the local Vodafone shop after both holidays and they say my settings are fine and that I should try 191 again..

I'm off to Gran Canaria at the end of January 2018 and would like my phone to work as paid for especially as I could be helping the organisatioin I volunteer for in a new project that comes to fruition then so access to emails etc. will be important. So what can I do to get the mobile data option working abroad.

[BandOfBrothers]

Did they check if any roaming bars had definitely been removed from your Account and that nothing in your myvodafone regarding bars and caps is affecting usage.

Were you able to try your sim card in another phone just as a process of elimination.

Going-and-calling-abroad/Using-your-device-abroad.

[donnyguy]

So probably sounds like I'm teaching you how to suck eggs here but do humour me as it'll make it easier to diagnose what you need to do here.

Q1. Did the phone itself work in Spain? So you could make / recieve calls roaming on Vodafone ES (working on the assumption of yes, then it means roaming is active on your line)

Q2. Have you checked all the settings to make sure data roaming is activated? (On Apple, it's set by default to OFF meaning you won't pick up data unless it's set to ON. Is that the same on an Android handset? One of the guys on here should be able to help answer that)

Q3. Assuming the answers to Q1 and Q2 are both yes then this is definitely something Vodafone need to pick up and deal with at their end. Ensuring there's no data roaming bars on your account anywhere.

[Annie_N]

@donnyguy

Re Q2, the early Android smartphones didn't have a roaming data option - you could just connect to mobile data without having to change a setting. All the more recent Android phones I've had have had an additional roaming data setting - you have to switch on both roaming data and mobile data in order to connect to data while abroad.

The first time I had a phone that required this, I can't recall that I found any instructions on the matter - I eventually realised that I had seen a new icon on the settings screen, depicting a globe, and tried it; to my delight, it solved my problem. 

[JIMJ51]

Thanks, Donny

Yes to both Q1 and Q2 and yes, Roaming was set to be on when I went abroad and then Mobile data was switched on as and when I intended to use it. I've checked my account setup and there are (or appear to be) no bars on Mobile or roaming on both lines I have on my account. But as I said, neither my wife nor I can get Mobile data. It works fine here in the UK as and when needed.

Basic phone usage is present i.e. texts and phone via Vodafone ES.

It appears to have the local Vodafone "specialists"  in the 3 shops I've tried totally confused. They all say everything is set up right.

I wish I hadn't been persuaded to go to Vodafone but their offer of free usage in Europe was the clincher, especially with the imminent holiday. They didn't tell me it was becoming law in a few more weeks' time!!

[JIMJ51]

Yes, as mentioned in other reply, 3 stores have checked my data on phone and Vodafone system and they say all is setup correctly to use Mobile data abroad. I haven't tried my SIM in another phone as haven't been brave enough to ask relative strangers to try it! I've checked bars via my online account details and all seem to0 be OK there as well.

Vodafone help has been very disappointing so I wish my 2 years was up to change supplier although they're not giving me what I'm paying for so there could be a free way out of it I suppose. No problems ever on previous suppliers e.g. Talkmobile even though they were on the Vodafone network.

[Gemma]

@JIMJ51 - It’s not good to hear that it’s still not working. I’m sorry that you’ve had to contact us so many times, to try and get your data roaming up and running.

I understand that several of my colleagues have checked your account already. To be sure, I’d like us to take a look and check that there aren’t any bars hidden directly on the network (rather than the front part of your account).

Please send send us your details by following the instructions in this private message.