International roaming not working

[Rick_traveller]

I had trouble with Intermational Roaming during vacation to USA in December. - unable to make outgoing calls and unable to send SMS. Incoming calls and incoming SMS were OK.

I communicated to your Support Group via secure email and performed ALL trouble shooting requests and emailed results back to them. In the end I gave up in frustration!!

On return to Australia I rang the Support number and tried to get some feedback about our problems or have the problems escalated to to a higher level of Support.

The silence from your Support Group is DEAFENING.

I was about to switch mobile providers when I read that a TPG Roaming problem had been fixed. Are the fault symptoms we experienced the same that other customers experienced and have our symptons been fixed ?

[BasilDV]

Good day @Rick_traveller,

Welcome to TPG Community!

Yes, the problem with the outgoing calls and SMS was the issue that we've experienced in our roaming service. It has been resolved by our third party provider which is Vodafone.

For:

" On return to Australia I rang the Support number and tried to get some feedback about our problems or have the problems escalated to to a higher level of Support.

The silence from your Support Group is DEAFENING. "

I have raised this with our Management for investigation and will deal with it internally.

Let us know if we can provide any further assistance.

Kind regards,

[Heka7]

Hello Manuel

I am in Switzerland and International roaming is not working. My phone will not connect to any of the available networks which are are Salt, Sunrise and Swisscom. When you say Vodafone have advised they have fixed the issue, have you actually checked? Which of the networks should I be able to connect into to get a service?

Please advise.

[Riezl]

Hi @Heka7.

Welcome to the Community!

Please send us a private message with your customer ID or Mobile Service Number so we can take a look at your account.

To send us a private message, please refer to this link: How do I private message (PM) in the community - TPG Community.

We'll wait for your response. Thank you.

[Riezl]

Thanks for your PM, @Heka7.

We have escalated the issue to our Mobile Team and you will receive further updates via email regarding the progression of the case.

If you have a preferred email address, please send it via PM. Thank you.

[Riezl]

Hi @Heka7, we can see that our Mobile Team has been in touch via email and discussed the concerns raised.

As per email, you can try and do a manual network selection to try and choose another overseas provider that might solve your issues.

To manually select a network, you can refer to the steps below.

Apple IOS devises: Choose another provider

 Samsung guide: Choose another provider

If the issue persists, feel free to reply to the email or you can drop us a message so we can investigate further.

[Riezl]

Hi @Heka7, we have raised the issue to our Mobile Escalations Team and they have advised that you need to try and manually reconnect your handset to N/W SUNRISE.  

If the issue persists,please let us know so we can further investigate.

Thank you.

[Heka7]

Hello Reizl. Thank you for following this up with your technical team. As I advised in my initial post, I was unable to manually connect with Sunrise, so please pass that on to the team if you have not done so already. I am unable to provise any further information on that service as I am now in Hallstat in Austria.

I find I cannot connect to an operating service in Hallstat. The available networks on the phone are: A1 (3G), 3 AT, and T-mobile A. They are all recognised as an "available network" by the phone. The phone automatically connects with A1(3G), but when I send a text or try to log onto the internet I get a message saying the service is currently unavailable. I have tried to manually connect with the other 'available networks' - 3 AT and T-Mobile A -  but I get a message saying "Unable to connect. Try Later". I have tried for several days with no luck.

Let me assure you there is nothing wrong with the phone as it worked well on global roaming in Italy just a week ago.

I would not mind so much if TPG made it clear in their documentation that the global roaming service may not work in all areas. My situation is that I have some medical issues and need to be connected while travelling. I had assumed the TPG global roaming service, being with Vodaphone, would provide comprehensive coverage but my experience and that of others on this thread is that this is not the case.  Fortunately I have a global roaming sim in my tablet as backup. It works where TPG does not.

[Riezl]

Thanks for updating us and we apologise for the inconvenience this issue is causing you, @Heka7.

We'll further investigate what is causing this and will have a specialist contact you to discuss the progression of the case.

[Erika]

Hi @Heka7, 

We've just like to check on your case. 

Are you still experiencing the same issue? 

Cheers,