I cannot use my phone abroad

[Kevlar139]

I have an iPhone 13 and cannot use it in Canary Islands. I have a pay monthly plan but cannot get anything!  Data roaming is turned on. Do I need anything else? Cannot get through on app or telephone or live chat 😬

[SGlass1963]

Hi I have had a similar issue as above whilst on holiday in Tenerife. The data roaming was switched on and wifi and network symbols were showing on the phone but I was unable to send texts, make calls or use the internet. I received a couple of texts and the odd phone call.

As far as I'm aware I have made no changes to the phone settings since visit Fuerteventura 6 weeks earlier when my phone worked without issue.

I have unlimited calls, texts and data and did receive a text from 3 regarding the costs for data roaming on my arrival in Tenerife.

On my return home everything is working as it should do.

[PeteG]

Hello. 

Welcome to the Three Community. 

From what you've described, it sounds like you might have a spend limit in place on your account. 
In order to access allowance, the account needs to charge you for the daily charge of £2, then allowances can be accessed. If there is a spend limit of £0, or you've already used an existing spend limit, you wouldn't be able to access services. 

If you bring up your Three account online, you should be able to change your spend limit. Alternatively, you can buy a Go Roam pass to cover you for the days you're going to be away. This means you don't need to worry about ensuring you have cash available within your credit limit.

Pete.

[SGlass1963]

Thats what I thought whilst I was away and managed to logon to my 3 account using the hotel wifi and my spend cap was set at £30.00.

[PeteG]

How much of the £30 has been spent already? 

[Bnspncr]

Hello - I’m having an issue while in the US - I have access to mobile data, but no voice or sms, so I am unable to make or receive calls and texts or pick-up my voicemails 

[JonathanB]

Hi Bnspncr,

I'm really sorry to hear that you've been unable to make calls or send texts from the US. It sounds like your roaming must be active on the account, as you're able to use mobile data.

This may be related to the 3G shutdown in the US. Check in your settings to see if you have an option for enabling calls over 4G. In the settings this may be referred to as 4G supervoice, voice over LTE, or voice over 4G, or another wording to this effect (this can vary a little bit with software versions, and where you purchased the handset from).

If you can't see a setting like this, you may find that manually selecting a different network will help. Check for the network or carrier selection settings, and change this from automatic to manual. This will allow you to switch to another network's signal whilst your away, in case there's a fault or some sort of compatibility issue with the network you've connected to automatically.

If you change to manual network selection, remember to change this back to automatic for arriving back in the UK.

Hope this helps. Please let me know if you're still experiencing any issues making calls/texts after you've tried the above.

JonathanB

[Steph3]

Hi All,

I have also had the same issue when using an iphone abroad. The settings were correct and my phone said I had full 4G signal, but website would not load & data was not available (calls were ok though).

I have spoken to 2 different advisors but neither was able to resolve it, even through all the steps were worked through (I spent over an hour going through all the options with no impact).

Is there a software push or modifcation/update required for iphones specifically? This is what I had to do with a previous provider on my previous iphone.

Thanks for any help you can offer (before I look at changing providers).

Stephanie

[JonathanB]

Hi Steph3,

Welcome to the Three Community.

Just to check, it sounds like you are referring to a past experience, or are you still roaming right now?

Judging from calls working fine, roaming would have been active on your account. With regards to software, I'm not aware of anything you'd need specifically to roam, but I'd definitely check that you are on the latest software update in case this was causing any unexpected issues.

It sounds like what you'd experience if data roaming was switched off in the settings, but I'm sure that would have been checked at the time?

Is there any other info you can share? For example do you remember, or have any screenshots of what the error message was when you failed to connect? Also which country or countries was this happening in?

JonathanB

[Ayshea]

Hi I am in Florida and have a pay as you go data pack with unlimited calls but keep getting a message saying I don’t have enough credit to make this call