Skip to main content
Warum O2
Warenkorb
 Service
Dear English Community,



I have an XL contract with full roaming packs added as I travel frequently to the Middle East and Far East.

For the past 6-months to a year (maybe more) each time I am in a country from these regions I send the WORLD sms and receive confirmation that a 6MB (very small quantity!) has been activated. The problem is that when I try to connect to the internet/weather apps/uber apps etc... it says I have no internet connection. I've managed my mobile data usage (iPhone) to try to prevent apps sucking the data up in the background, I've checked the APN settings (while on a call to an O2 tech) and reset PDP settings (with the tech as this was an issue on a couple of trips, I've tried airplane mode on/off, I've tried with and without LTE switched on and manually/auto local service provider settings but I still have the problem every trip. I have 1 sim + a multi sim in my iPad (which is usually in airplane mode the whole trip).



I also have a problem receiving short code SMS messages (from Uber to activate an account). I tried a *120# (I think that was it) as a test but it came back with an error...



If anyone has experienced this or has any other suggestions that may help I would appreciate it. I have tried calling customer service (for very long expensive calls!!) and I've tried the chat function (in my best German) but no-one has solved the problem or cannot help.



I am concerned that if I raise the issue again whilst in Germany, the problem cannot be checked as I will not be abroad then..



Thank you in advance for your Community support



Warm regards
Hi @J-MB,



thanks for your message.



I regret that you have problems with the Data Pack World.



I just checked everything for you: Normally you should be able to use your apps within the Data Pack World-volume of 6 MB. But unfortunately, the package "Data Pack World" seems not to work at all.



One reason may be that your package "Roaming Basic" is not compatible with the package "Data Pack World".



Therefore, I suggest that we change your package again to "EU Roaming Flatrate". Do you agree on that?



I hope that after the change of the package, you can use again "Data Pack World" and your apps.



Shall we try this?



I look forward to your reply.



Loving greetings,

Tobias
Hello Tobias, thank you for your kind response.



I'm afraid that I am not aware and have not been made aware by O2 of any requirements for compatibility between their "packets" in order to make their services function correctly.



I know I have the XL professional pack with full "International Professional" pack and "Regulierter EU-Roaming-Tarif". I do not know exactly what these are but I do know I had to ask your customer service team to make an adjustment to my EU roaming set up so that I was not restricted on my data usage while roaming in the EU (I can now use the full 25GB while roaming in the EU).



As long as this function does not change, I am not renewing or extending the current contract, there is no extra charge and most importantly, it fixes the issues I have with:


  • no access to internet while I am overseas (in any Country from zone 1-4),
  • no ability to receive short code messages to activate critical travel apps (example - Uber),
  • I no longer get the PDP Authentication Failure message - which I do not get in Saudi Arabia but I do get in Dubai.

Then I would be ok to make this change, but... while I very much appreciate your help, if you are at all unsure if this will solve these 3 problems, please do not do it and let me know where I can go or with whom I can speak to in O2 to get this resolved once and for all.

I'm sure you can appreciate that there is no point me paying for one of the highest international professional packages with O2 if I am consistently not able to use the most basic of services.



I look forward to your kind response



Regards
Sorry, in case it helps... I should let you know that before the 6-12 months, I had absolutely no problem in using the WORLD packet in these countries and I made no changes to my contract options in that time (other than the 6MB would last for about 3 minutes on Google Maps and I had to carefully manage which apps were switched on and using data in the background.... thank you Microsoft and Apple!!)



Seriously though, 6MB is good for about 1 Uber ride from an airport to a City hotel.... even so, I don't mind the cost as long as it works!



Thanks
Hi @J-MB,



thanks for your message. I fully understand your opinion.



I just have written a private message from o2_Support.



Please follow me there and reply to this private message.



Loving greetings,

Tobias
Hi @J-MB,



until now, I did not yet receive a response to my private message.



I look forward to your reply.



Loving greetings,

Tobias

Deine Antwort


Allgemeine Nutzungsbedingungen der O₂ Community
© Telefónica Germany GmbH & Co. OHG Telefónica