Unable to make/receive call while in Bulgaria

[#1]

It feels like I am not in Europe. Restarted my phone many times, removed/re-inserted SIM card, attempted to select manually available networks to no success. Bizarrely I am able to use data on Vivacom's network. Asked Plusnet CS to help only to suggest all of the above and that while in roaming there is not much they can do. Any suggestions would be greatly appreciated.

[#2]

Hi @gordon152, thanks for getting in touch.

I am sorry to hear you're having issues accessing your mobile service while in Bulgaria. While it's true that we cannot guarantee service when abroad due to factors such as not having full control of the signal strength, functionality with the masts and local network in that particular area, we'd be happy to check on the account that everything is set up for international usage. Could you please private message:

-your full name
-your full address including postcode
-your mobile number

Once you have private messaged those details, please do let us know via this public post.

Regards

[#3]

Thanks. I have provided my info to the Plusnet staff

[#4]

Thanks for providing that information, @gordon152

I've located your account - just as a final piece of security, could you please provide characters 2&7 from your memorable place via a further PM?

You can send the PM to myself if that helps. Please let us know here once you've sent that across.

Best wishes

Dave

[#5]

Hello Dave
I have sent you a PM message
Thanks

[#6]

Thanks for confirming those details @gordon152. I am just running some checks and will respond to your PM shortly.

[#7]

This issue is ongoing. There is not much support from Plusnet customer care. My misis uses giffgaff and she has no problems. I have spoken to other friends in the UK, who also have experienced difficulty while roaming with Plusnet in Bulgaria. The only network available to select manually is Vivacom. Once selected there is a data available but when I dial a number, there is a voice prompt in bulgarian which notifies that all outgoing are restricted.

[#8]

Hi @gordon152,

I'm sorry for any inconvenience that this issue is causing you. We do not have an agreement with Vivacom, I'm afraid. The two operators that we have agreements with in Bulgaria are:

Telenor Bulgaria
MobiTel AD Bulgaria

I would recommend that you try manually searching for networks again as it should be bringing up these networks for you.

The agreement that we have with overseas operators is limited and so we cannot guarantee service whilst you are abroad and we cannot request that they fix any problems (e.g. if there is a mast down in the local area.)

[#9]

Hi Emily D,

I never received welcome sms when landed if this hepls. Not sure about Plusnet roaming agreements in Bulgaria as the network I am connected to is displayed as Vivacom BG(EE). Next I am pretty much constantly on the move so mast coverage ie mast down should not be an issue. I have attempted manually to select to other mobile networks in Bulgaria ie Telenor and MobiTel. My phone say that I can't be connected and try later in my case so far 10 days of trying. Not sure what I am doing wrong?

[#10]

Hi @gordon152,

I'm sorry to hear you've run into this issue and thanks for confirming the details you have done so far. One thing I haven't seen talked about in this thread so far is if you've been able to try using the SIM card in another phone to see if the same problem still occurs?

[#11]

Did try using my SIM at three different handsets but had no joy. I would carefully consider switching to a provider that has fully operational roaming services, once back in the UK.

[#12]

Hi @gordon152,

I'm really sorry to hear that none of our checks so far have resolved the issue you're experiencing. I'd like to raise this and pass it along to our Mobile Ops team for further investigation at this stage, but before I can do so we'll need 3 examples of times you haven't been able to use your services.

Using the following format, please advise of 3  separate occasions you haven't been able to make/receive calls ranging at least 2 hours between each individual example provided.

Example 1
Date:
Time:
Service Attempted:
Phone Number (if applicable):
Error that occurred:
Network Roaming on:

Please send this information across on a private message to myself and we'll pick this back up for further review as soon as possible.