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No signal in Spain

Judi
Dabbler
Posts: 12
Thanks: 2
Registered: ‎26-07-2020

No signal in Spain

Hi,

My husband, son and myself havent been able to call text or get mobile data since Thursday, we have tried all the steps on our end such as resetting network settings to default etc, but still nothing. We previously were able to get signal from this location and havent moved.

Does anyone else have any ideas? since we cant call customer service and their web chat is offline.

Thanks in advance,

Judi.

29 REPLIES 29
Firefletch
Newbie
Posts: 1
Registered: ‎27-07-2020

Re: No signal in Spain

We're having exactly the same problems
Judi
Dabbler
Posts: 12
Thanks: 2
Registered: ‎26-07-2020

Re: No signal in Spain

We have now managed to get registered on orange and can now make calls and send texts.

Still no mobile data at all

paullowin
Grafter
Posts: 26
Thanks: 5
Registered: ‎23-07-2020

Re: No signal in Spain

Same in Costa del Sol. Plus net are playing for time, big list of things to try, then requesting account details so they can "look into it" but they have to know what the problem is by now, it's been several days. I got to them by email  mobile-help@plus.net

It's across all networks here so it's not the local network, it's plusnet.

 

EVERYONE email them. I'm close to involving ofcom

 

Mads
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,873
Fixes: 79
Registered: ‎06-08-2018

Re: No signal in Spain

Hello @all,

Thanks for reaching out to us here. 

I'm sincerely sorry to read you're having trouble with your mobile connection abroad, and I apologise for the frustration caused. I'd suggest going ahead with the following: 

 

- Turning your device off/on

- Toggling airplane mode on/off

- Trying your simcard in alternative device

 

If none of the above helped alleviate the issue please drop me a PM with the following details: 

 

- Your full name and confirmation you are the account holder

- Your full address with postcode

- Your Plusnet mobile number 

- Your date of birth 

- The last two digits of your sort code and account number 

 

We'll more than likely need to send 3 examples of the issues occurring within the last 48 hours (at least two hours apart) to our mobile operations team. Once that info been sent along they'll be able to investigate further. 

 

Thank you. 

paullowin
Grafter
Posts: 26
Thanks: 5
Registered: ‎23-07-2020

Re: No signal in Spain

Nope, I can tell you the solution. Having got Ofcom involved I got an email from Plusnet. They switched my roaming off and on again at their end, bingo problem solved.

 

 

Judi
Dabbler
Posts: 12
Thanks: 2
Registered: ‎26-07-2020

Re: No signal in Spain

Hi

 

Thanks for the advice. I tried this myself, turned roaming off, restarted phone and put roaming back on and it worked!!

Many many thanks

paullowin
Grafter
Posts: 26
Thanks: 5
Registered: ‎23-07-2020

Re: No signal in Spain

Have you got data? Phone is ok but no data (sigh)

Judi
Dabbler
Posts: 12
Thanks: 2
Registered: ‎26-07-2020

Re: No signal in Spain

I do now have data!!

Strangely, I received texts from plusnet saying that they had turned my international service off and then 2 minutes later, another one saying that I now have international service.

All seems good at the moment though, have you now got data?

paullowin
Grafter
Posts: 26
Thanks: 5
Registered: ‎23-07-2020

Re: No signal in Spain

Still no data Sad

Judi
Dabbler
Posts: 12
Thanks: 2
Registered: ‎26-07-2020

Re: No signal in Spain

Oh dear, that is def not good enough. Back to ofcom?

adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,885
Thanks: 883
Fixes: 221
Registered: ‎27-04-2007

Re: No signal in Spain

Hi paullowin, can you send me a PM with your mobile number please so I can have a look for you? - Adam

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Judi
Dabbler
Posts: 12
Thanks: 2
Registered: ‎26-07-2020

Re: No signal in Spain

Hi

 

Just wondering if you have data now. I have now lost the lot again, no calls, no texts and no data. Had it for a few days now it has gone again, very fed up!!😒

LaurenB
Plusnet Help Team
Plusnet Help Team
Posts: 2,577
Thanks: 508
Fixes: 131
Registered: ‎07-12-2017

Re: No signal in Spain

Hi @Judi, I am sorry for the issues with your service; are you still in Spain? If so, can you please ensure you handset is connecting to the network XFERA?

 

If the issue then persists, please get back to us so we can assist further for you.

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team
Judi
Dabbler
Posts: 12
Thanks: 2
Registered: ‎26-07-2020

Re: No signal in Spain

Network XFERA? is not available