Roaming service in Kenya
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Roaming service in Kenya
14-07-2019 8:37 AM
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Re: Roaming service in Kenya
14-07-2019 10:33 AM
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Hi there,
As Kenya isn't included in the list of "roam like at home" countries it may be that we need to have a look at your account to make sure chargeable roaming is possible. Can you send me PM with your mobile number so I can have a look for you?
Re: Roaming service in Kenya
14-07-2019 10:34 AM
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Re: Roaming service in Kenya
14-07-2019 10:45 AM
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Re: Roaming service in Kenya
14-07-2019 10:51 AM
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Re: Roaming service in Kenya
16-07-2019 8:15 AM
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Re: Roaming service in Kenya
16-07-2019 10:17 AM
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Thanks for getting back in touch @manishmodi, I do apologise you're still experiencing issues with your mobile service.
From what I can see my colleague has requested some examples of this issue occurring. As I'm unable to see my colleagues private message, can you please confirm if you sent these examples via PM?
Regards,
Alice
Re: Roaming service in Kenya
19-07-2019 7:36 PM
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Hi - i have already sent an email with attachments today. What more do you need? Will the issue get resolved?
Re: Roaming service in Kenya
19-07-2019 8:44 PM
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Hi @manishmodi, thanks for getting back to us.
I'm afraid as @abails0105 mentioned, we're unable to see your PM's to Adam to confirm what actions have been taken and what checks you have completed.
Do you see the same error message when manually connecting to each of those available networks? Can you please advise if you have already tried the following to troubleshoot the issue:
- Rebooting the handset
- Manually changing your phone's APN settings, steps on how to do this can be viewed here going through the options of networks that are available.
Just to note, the cost of data whilst in Kenya is £8 per mb used so would be advisable to turn off your Mobile data to ensure if you do get connected, that your phone doesn't use internet and cause you charges.
Re: Roaming service in Kenya
20-07-2019 8:53 AM
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Re: Roaming service in Kenya
20-07-2019 2:51 PM
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Hi @manishmodi
Thank you for your continued patience. We have been looking into this for you and in the interest of being honest, have come across conflicting information regarding Kenya. As such, I have sent off an escalation email and will check back on this Monday during our Operations team opening hours. Please be aware, it can take 3-5 working days for a response from our Operations team but I will chase this up Monday and get back to you via this post with more info.
Kind Regards
Re: Roaming service in Kenya
20-07-2019 4:44 PM
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Re: Roaming service in Kenya
21-07-2019 10:15 AM
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Hi @manishmodi
Thanks for coming back to us - I appreciate that this isn't ideal, but until we understand the full picture in terms of coverage in Kenya by speaking to our network team we're limited to how much information or support we can offer at this stage.
Even though you're back in the country on Monday, I'll ensure that my colleagues provide an answer for you as promised so that you understand the cause of your query.
Best wishes
Dave
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