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No data in Spain again

FIXED
Stoopo
Dabbler
Posts: 18
Thanks: 2
Registered: ‎12-04-2017

Re: No data in Spain again

Plusnet Help Team
Plusnet Help Team
Posts: 1,152
Thanks: 183
Fixes: 54
Registered: ‎09-10-2018

Re: No data in Spain again

Thanks for getting back to us.

 

So that we can check into the account to find out if there's an underlying issue, can you please PM me:

 

- The mobile number in question

- Your name and confirmation that you're the account holder

- The full address including postcode

 

Thanks,

 

OP

If this post resolved your issue please click the 'This fixed my problem' button
 Owen P
 Plusnet Help Team
Stoopo
Dabbler
Posts: 18
Thanks: 2
Registered: ‎12-04-2017

Re: No data in Spain again

Done. This is the third time I’ve sent this to someone.

Plusnet Help Team
Plusnet Help Team
Posts: 7,188
Thanks: 745
Fixes: 284
Registered: ‎01-01-2012

Re: No data in Spain again

Thanks for getting back to us @Stoopo.

I've just responded to your PM asking for further details.

Can you post back here once you've responded?

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Stoopo
Dabbler
Posts: 18
Thanks: 2
Registered: ‎12-04-2017

Re: No data in Spain again

I’ve done that. However I’ve already done this twice.

Seems pointless to be honest as it’s nearly two weeks now and I’m no further on.

Same last year. Two weeks of no data. That’s a month now in total yet you still expect me to pay as normal.

Not happy at all.
Plusnet Help Team
Plusnet Help Team
Posts: 1,589
Thanks: 302
Fixes: 58
Registered: ‎11-01-2018

Re: No data in Spain again

 

Hi @Stoopo

 

Thanks for providing your security information via PM - I've now escalated this to our mobile networks team for investigation and we'd normally expect an update within 2-3 working days.

 

Best wishes

 

Dave

If this post resolved your issue please click the 'This fixed my problem' button
 Dave G
 Plusnet Help Team
Stoopo
Dabbler
Posts: 18
Thanks: 2
Registered: ‎12-04-2017

Re: No data in Spain again

Thanks - just in time for home!

Plusnet Help Team
Plusnet Help Team
Posts: 1,589
Thanks: 302
Fixes: 58
Registered: ‎11-01-2018

Re: No data in Spain again

 

Hi Stoopo,

 

Our network team have asked whether you could confirm the area of Portugal that you're attempting to access the service in and whether there have been any specific times within the last two days where you've attempted to switch network/access data without any success.

 

Could you please confirm so that I can feed this back for you as a priority?

 

Best wishes

 

Dave

If this post resolved your issue please click the 'This fixed my problem' button
 Dave G
 Plusnet Help Team
Stoopo
Dabbler
Posts: 18
Thanks: 2
Registered: ‎12-04-2017

Re: No data in Spain again

I’ve tried in Faro, Portimao and Lagos. None work.
Plusnet Help Team
Plusnet Help Team
Posts: 1,589
Thanks: 302
Fixes: 58
Registered: ‎11-01-2018

Re: No data in Spain again

 

Thanks @Stoopo - I've passed that information across.

If this post resolved your issue please click the 'This fixed my problem' button
 Dave G
 Plusnet Help Team
Superuser
Superuser
Posts: 7,614
Thanks: 1,411
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Registered: ‎30-07-2007

Re: No data in Spain again

@Stoopo 

I’ve tried in Faro, Portimao and Lagos. None work.

You're certainly getting about:smiley:

For information to all including @RandallFlagg  theres no basic problem with data in the Algarve.

I spend a few weeks in Ferragudo ( other side of the estuary to Portimao ) during the winter and data has always worked fine anywhere between Faro and there. Although I seem to recall that the  Vodafone Pt network is forbidden. Meo and Nos seem to work IIRC

@Stoopo  have you ever in the past hit your Smart Cap ? 

@RandallFlagg  have the data roaming settings been checked on the back end systems.?

Stoopo
Dabbler
Posts: 18
Thanks: 2
Registered: ‎12-04-2017

Re: No data in Spain again

 

This is the second year I’ve had the same problem. It’s not my phone as my wife’s O2 sim works fine in my phone yet mine won’t work in hers. 

 

I concur  Vodafone P doesn’t work at all. No signal anywhere I’ve been.

 

It seems that some sims must be faulty. I can send and receive texts and my voice works fine for both outgoing and incoming calls.

No doubt I’ll be home before I get an answer.

 

oh - also been to Feragudo and it never worked there either. 

 

Im also nowhere near my smart cap. I’ve not been able to use any of this month’s data.

 

 

Superuser
Superuser
Posts: 7,614
Thanks: 1,411
Fixes: 90
Registered: ‎30-07-2007

Re: No data in Spain again

@Stoopo  I appreciate you're currently nowhere near your Smart cap BUT have you ever reached it in the past .?

Theres some anecdotal evidence that if the cap is hit then future data roaming can be affected as some restrictions may not be reset in the back end systems when the cap is lifted

Stoopo
Dabbler
Posts: 18
Thanks: 2
Registered: ‎12-04-2017

Re: No data in Spain again

Yes I have. I reached it in August and bought extra data. I also remember reaching it last July 2018 before I had the same issue last October.

you could be correct but I would have thought plusnet support should know these things?

RobC
Pro
Posts: 1,041
Thanks: 145
Fixes: 2
Registered: ‎03-12-2016

Re: No data in Spain again


@Stoopo wrote:

 

you could be correct but I would have thought plusnet support should know these things?


 

Yes, and where and how the problematic setting can be quickly fixed,

let alone addressing the bug that is the root cause

 

.. as seen in other threads and already asked of PN by @MisterW 

Show us ONE just ONE real, defined benefit for the British public from Brexit
Other than: Bankrupt businesses, Devalued currency, Chlorine bleached chicken, Climate Science Denial, Milk from infected udders and the NHS sold to US pharmaceuticals and insurance companies?

Brexit - Built from Bovine Manure by Bots