Can't Access Network Abroad

[#1]

I am in Tanzania and my phone won't connect to any local network. When I try it says "selected network unavailable". I understand my phone needs to be activated for use abroad. Grateful if someone could help me in doing this as soon as possible. 

[#2]

Hi, AFAIK all accounts are now activated for roaming. Recent PlusNet accounts were always activated automatically but some older ones weren't. Since mandatory 'roam like at home' was introduced by the EU on June 15 , these accounts have had roaming activated automatically.

However there have been a number of reports that roaming doesn't work in some countries, Croatia being one I recall. I don't recall seeing any reports from Tanzania but from what you are seeing it sounds like Tanzania might need adding to the list of where roaming doesn't work!

If it was an EU country you could take PN to task for being in breach of EU regulations to provide 'roam like at home'

[#3]

Are International and Roaming services treated separately though? They may need to enable International services separately.

[#4]

Hi namsoni! I'm sorry to hear that you can't connect whilst in Tanzania! 

Unfortunately, as we do not control the network in other countries outside of the UK, we cannot always guarantee the service, if any, that you will receive. This is because we do not have access to the infastructure or network capabilities within the area. 

However, we'll always try our best to get you connected to a network while you're abroad! 

As Tanzania is outside of Europe, you will also need to have your International Access activated on your account. Without this being activated, you will be unable to access any internaitonal networks. 

I would be more than happy to check your account for you namsoni, so please don't hesitate to drop me a PM and i'll look into this for you -Sean :smiley:

[#5]

I was in Finland a couple of weeks ago, and the European roaming kicked in nicely! (I must admit, I was very lucky with the timings for my trip.... happened at just the right time!!)

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[#6]

@SeanCorri can we be clear here, you are saying there are potentially 2 account settings involved in roaming, because I only seem to recall the account being 'enabled for roaming' referred to in previous enquires. My understanding of 'International access' was that it was required to permit international calls to be made ( from the UK ? )

What you appear to be saying is:-

1) Roaming enabled - this is required to allow the SIM to be used at all when not in the UK. When roaming in the EU this is ALL that is required and is enabled by default on all accounts now.

2) International access - this is necessary to allow roaming outside of the EU.

Can you confirm this is correct ?

[#7]

Hi MisterW, thanks for getting in touch! 

Roaming can be turned off whilst in the UK, however, it'll need to be turned on if you're abroad.

International Access must be activated if you wish to make calls to other countries whilst you're in the UK, as well as if you where to travel abroad. Whilst abroad, you won't be able to connect up to a network if your International Access settings are not turned on.

I hope this clarifies everything for you! -Sean :smiley:

[#8]

I hope this clarifies everything for you! -Sean

@SeanCorri No it doesn't!

Roaming can be turned off whilst in the UK, however, it'll need to be turned on if you're abroad.

That doesn't make sense, why would you want to turn it off when in the UK, roaming is ONLY used when you're not in the UK!

International Access must be activated if you wish to make calls to other countries whilst you're in the UK, as well as if you where to travel abroad. Whilst abroad, you won't be able to connect up to a network if your International Access settings are not turned on.

That disagrees with what you said previously

As Tanzania is outside of Europe, you will also need to have your International Access activated on your account. Without this being activated, you will be unable to access any internaitonal networks.

that you need International access ONLY outside Europe!!

When in the EU, using 'Roam like at home' , I believe we've confirmed previously that 'roaming' needs to be enabled on the account, you now seem to be saying that 'International access' also needs to be enabled as well. I'm not sure that we've been advised that previously...

[#9]

You're right in saying that Roaming is not needed if you're in the UK, however, some of our customers like to have the option to turn this off. 

In the previous instance, I was making reference to the fact that Tanzania is not a part of Roam Like At Home as it's outside of Europe. Therefore, to connect up to the network there you'd also need to have your International Access option activated too.

I hope that this helps further! -Sean :smiley:

[#10]

@SeanCorri thanks for the response

You're right in saying that Roaming is not needed if you're in the UK, however, some of our customers like to have the option to turn this off.

I can see why you would want to disable 'data roaming' but that's done on the phone, not on the account!. I can't see why you would want to disable roaming completely:huh:. Surely if you don't want roaming, either don't take the phone abroad or turn it off! If roaming is disabled on the account it's useless abroad anyway!:rolleyes:

In the previous instance, I was making reference to the fact that Tanzania is not a part of Roam Like At Home as it's outside of Europe. Therefore, to connect up to the network there you'd also need to have your International Access option activated too.

So to be clear 'International access' is NOT required in a RLAH country ? and you'll still be able to make calls to ANY RLAH country ?

[#11]

It's no problem at all MisterW!

I have heard of some cases where people who live in the South of England can pick up French network signals! I think it'd be a handy feature for them to turn off their Roaming so that they don't incur any additional charges.

If anyone does decide to have their Roaming turned off, then they can simply get in touch with us via Facebook, Twitter, Live Chat on our website, or give us a call on 0800 0791133 - Option 1 or 500 from their Plusnet mobile number. The great news is that Plusnet customers can call 500 from anywhere in the world, for no charge! It usually takes no longer than 2 hours for the Roaming service to become active! 

To confirm, the only instance that you would need International Access on within a Roam Like At Home country is if you were to call or text a non-Roam Like At Home country. For example, if you were in France and called a number in Australia, this would require your International Access to be turned on -Sean :smiley:

[#12]

Actually would you not possibly have the same issue if (for instance) you were on the Eastern border of Poland and picking up a mast in the Ukraine? At least with International roaming turned off it wouldn't cost you anything :buck2:

[#13]

@SeanCorri

I have heard of some cases where people who live in the South of England can pick up French network signals! I think it'd be a handy feature for them to turn off their Roaming so that they don't incur any additional charges.

I had considered that, since I encountered a similar problem some years ago. However, now that RLAH is in place there would be no extra charges:smiley:. In fact you could actually save money if you needed to call a French(or other EU number) by ensuring that you were, in fact, roaming. Then the call would be included in your allowance, rather than £1/min when in the UK!

If anyone does decide to have their Roaming turned off, then they can simply get in touch with us via Facebook, Twitter, Live Chat on our website, or give us a call on 0800 0791133 - Option 1 or 500 from their Plusnet mobile number. The great news is that Plusnet customers can call 500 from anywhere in the world, for no charge! It usually takes no longer than 2 hours for the Roaming service to become active! 

but, if you're outside the UK, you can't call 500 from your mobile:rolleyes: because you can't connect to a network - catch 22! Calling the 0800 number probably isn't an option and whilst using Facebook,Twitter and possibly this forum does work eventually (once you've gone through the backwards and forwards to clear security), what's really needed is a facility on the account portal to enable/disable these facilities, or at least send a secure message...

[#14]

Hi MisterW!

If customers are still connected to a foreign mast after an extended period of time, we'll usually request an update from the customer as to whether they are now living abroad or still travelling. Roam Like At Home services are provided on a short term basis, and they're not provided for persons living abroad.

Thanks for giving us some feedback MisterW! We're always looking to improve our services, and i'll pass this on to the relevant department to look into. Our Facebook, Twitter and Forum are communication platforms, however, if you require a more instant response take a look at our Live Chat facility at www.plus.net. 

[#15]

Hi Guys,

I I had my phone in Hungary. I was in Hungary in last month for 2 weeks, there was no problem. Before that 1 year ago, there was no problem. But now I can't get a network. I restarted, searching for network... Nothing helped. I went to my online account there is no option for doing anything.

thanks for answering