Cant get calls or make calls after a couple of days in Spain, was working fine, and still getting ch

[Lister13]

Help

3rd day here and none of us can use our phones for receiving calls or making them, but still getting charged for roaming???

[KevinGUK]

I am in Spain using roaming passport plus but cannot make or receive calls.  Sara works fine and I have checked all settings are correct and tried resetting the network settings and using different network providers.  I also tried turning off spend cap 

I have an iPhone 14 Pro Max 

any ideas ?

[KevinGUK]

Should say data works fine 

[Daniel0210]

@KevinGUK 

Try the troubleshooting in this link

https://www.sky.com/help/articles/sky-mobile-roaming-problems 

Additionally if you've been there for a while could you have exceeded the fair usage policy? https://www.sky.com/help/articles/sky-mobile-fair-usage-policy. 

Roaming using Roaming Passport Plus is now limited to 25GB per billing period.

From Skys own website...

When you roam using our Roaming Passport Plus, we consider that up to 25GB per billing period is a reasonable amount of data to use. If you exceed this amount, we'll assume that you're no longer using data in the way expected of a reasonable customer for periodic travel.

We may suspend your service, restrict your usage, or charge you for the data that you use in excess of these amounts (currently £2.50 per GB), and we'll let you know by SMS or email before we do so.

Also bear in mind if your data usage is set too low or set to £0 it will block you from using your phone abroad. You need to have at least £2 for every day you are there.

[EmmaSmith1]

I am currently in Majorca my husband and my phone now will not receive normal phone calls and we cannot make normal phone calls.

We run our business from both of these phones. I need to contact from you as soon as possible

[Daniel0210]

@EmmaSmith1 

Sky mobile on here is a domestic service unless you subscribe to Sky Mobile Business.

No one from Sky will contact you as a result of posting on here. Any Sky account/s you may have are not linked to your Community Forum username so no one knows who you are. 

Try the troubleshooting in this link

https://www.sky.com/help/articles/sky-mobile-roaming-problems 

Additionally if you've been there for a while could you have exceeded the fair usage policy? https://www.sky.com/help/articles/sky-mobile-fair-usage-policy. 

Roaming using Roaming Passport Plus is now limited to 25GB per billing period.

From Skys own website...

When you roam using our Roaming Passport Plus, we consider that up to 25GB per billing period is a reasonable amount of data to use. If you exceed this amount, we'll assume that you're no longer using data in the way expected of a reasonable customer for periodic travel.

We may suspend your service, restrict your usage, or charge you for the data that you use in excess of these amounts (currently £2.50 per GB), and we'll let you know by SMS or email before we do so.

Also bear in mind if your data usage is set too low or set to EO it will block you from using your phone abroad. You need to have at least £2 for every day you are there.

[KevinGUK]

I have tried all the troubleshooting tips and checked all settings.  I have only been here 24 hours and mainly on wifi (wifi calling also doesn't work). My spend cap is set at £45 so not an issue as I also tried turning it off 

[KevinGUK]

I should add that I can't receive calls either 

I did get one this morning but it cut off mid call and hasn't worked since 

[caesarome]

@Lister13 

Since returning to the UK have you made sure you have now turned roaming off in settings in the devices ?

[Lister13]

I'm here for quite a few more days, so hard communicating without phones, I have two on my account down and my wife's on a separate account is off same time!!

[caesarome]

---

@caesarome wrote:

@Lister13 

Since returning to the UK have you made sure you have now turned roaming off in settings in the devices ?

---

[Daniel0210]

@Lister13 

So to clarify … you're still in Spain?

[Lister13]

Yes I am, first two days, they worked fine, yesterday they all stopped together 3 phones two separate accounts all on sky

[Daniel0210]

@Lister13 

Try the troubleshooting in this link

https://www.sky.com/help/articles/sky-mobile-roaming-problems 

Additionally if you've been there for a few days could you have exceeded the fair usage policy? https://www.sky.com/help/articles/sky-mobile-fair-usage-policy. 

Roaming using Roaming Passport Plus is now limited to 25GB per billing period.

From Skys own website...

When you roam using our Roaming Passport Plus, we consider that up to 25GB per billing period is a reasonable amount of data to use. If you exceed this amount, we'll assume that you're no longer using data in the way expected of a reasonable customer for periodic travel.

We may suspend your service, restrict your usage, or charge you for the data that you use in excess of these amounts (currently £2.50 per GB), and we'll let you know by SMS or email before we do so.

Also bear in mind if your data usage is set too low or set to £0 it will block you from using your phone abroad. You need to have at least £2 for every day you are there.

[Ferdon1]

All four family phones are failing to make calls. Phones have connected to the orange network and are able to access data and text services. Have tried all help suggestions on sky app with no success. Any advice?