Monthly sim only contract since 2014

[Zimacs]

Hi.   I've had a pay monthly sim only contract since 2014.   It only has a data allowance of 5Gb but has unlimited calls and texts.   As it's a plan in place since before 2021 the website tells me that I have Go Roam ATW at no extra cost.   However, I'm currently in Singapore and when I try to phone the UK the phone dials but doesn't connect.   I currently have mobile data switched off.   Any advice or suggestions would be appreciated. Thanks. Owen.

[Zimacs]

Hi Jonathan

Thanks for your advice.   I had a long 'chat' with a really helpful guy called Limsy who confirmed what you said and confirmed that I did have ATW roaming, but despite everything we tried I couldn't get a connection.   When I tried, it said 'calling' but no subsequent ring tone and then it timed out.   I'm now heading to Vietnam and there is one final tip he gave me to try when I get there.   I will also try the data connection as you suggest.

Thanks again

Owen

[JadeF]

Hey @Zimacs 

I've passed this update on to @JonathanB. Thanks for coming back to us. 

Please do let us know if the issue persists when you get to Vietnam. 

Thanks, Jade. 

[JonathanB]

Hi Owen,

Singapore certainly is covered by Go Roam Around the World, you can check roaming destinations here.

The most common issue when dialling back to the UK from abroad is when the number isn't in international format. Rather than starting the number 07XXX XXX XXX, try dialling +44 7XXX XXX XXX instead if you havent already.

You should be able to use up to your 5GB from your plan too, so it may be helpful to check if your roaming data is working too and that it's definitely just an issue with making calls.

If you're still unable to make calls, you can find ways to get in touch here, including starting a chat if calls aren't working.

Thanks,
Jonathan

[Zimacs]

Hi Jonathan

Thanks for your advice.   I had a long 'chat' with a really helpful guy called Limsy who confirmed what you said and confirmed that I did have ATW roaming, but despite everything we tried I couldn't get a connection.   When I tried, it said 'calling' but no subsequent ring tone and then it timed out.   I'm now heading to Vietnam and there is one final tip he gave me to try when I get there.   I will also try the data connection as you suggest. Thanks again. Owen