International roaming add-ons

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  • Question
  • Updated 11 months ago
  • Answered
My wife and I are currently travelling in Ireland.  Both of us chose the international roaming add-ons prior to our departure from Canada.  Since arriving in Ireland, we have not been able to communicate with our phones except through wifi usage.  The roaming add-on does not work.  Earlier in the year, our son and daughter-in-law had the same problem.  Your partner here seems to be Vodafone- there is a signal, but no ability to connect.  What's the problem?  You shouldn't be selling this add-on when it doesn't work.  I'd certainly like my money back, at the very least.  We are using current model iPhones.
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John

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  • Frustrated, disappointed

Posted 11 months ago

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Chad Burr, Mobile Master

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..


Log in to self serve and make sure the following free add ons are on your accounts


International data roaming 0$

International voice roaming 0$


Restart your phones.

When you say there is a signal, are your devices connected to Vodaphone?
(Edited)
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John

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Chad - our phones are connected to Vodaphone IE.  Signal strength is good.
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John

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Thanks Chad.  I see that I have International voice roaming ($0) but not International data roaming.  When I try to add it, I get a 'No Financial Data Found' message.  So, I can't add that feature.
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Chad Burr, Mobile Master

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Can you send a plain text to someone (green messages not blue)? Are you able to make phone calls?
(Edited)
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Ranjan, Official Rep

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John - I've also manually added the International Data Roaming ($0) option that Chad mentioned. Please try rebooting your phone and trying again.
Also, were you only having issues with getting data when not on WiFi, or were you unable to text and call as well? Trying to understand which services were working, if any. Hopefully this solves the issue - but let us know. 
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John

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Thanks Ranjan. Texting seems to be working now. Please add International Data Roaming to my wife's account as well so that we can communicate. Her cell number is xxx-xxx-xxxx. Voice calling is still not working.
(Edited)
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Chad Burr, Mobile Master

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You guys are probably using iMessage which would explain why you couldn't "text" you may want to shut off iMessage during your trip and use conventional texting.iMessage uses data to send the messages while traditional sms would not. So whenever you didn't have a data connection your iMessage wasn't working.

Your choice of course.
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Ranjan, Official Rep

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John - I received the number you posted, but have now masked it for your privacy. Was this line activated last week? If I'm looking at the correct account, there may be some complications here that your wife will need to speak with an agent about. I'd advise you to send us a private message via Facebook and a rep. can further assist from there and share more details.
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John

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Hi Ranjan - yes, this line was activated last week. The rep at the Koodo store set her up with the International Roaming package. How do we access a rep from Facebook?
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Ranjan, Official Rep

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You can click on the " f " (Facebook) icon at the bottom of the page, or just use this link. When you land on the page, select 'Message' above the header image, to send a private message. A rep will authenticate your wife as the owner of the account, and take it from there. 
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Chad Burr, Mobile Master

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M.me/koodo