Refreshing SIM data & not connecting to any networks

[63johnw]

Hi @aberdeensheep21  what country are you in ? Do you have roaming and mobile data enabled in your phone settings ? Is your monthly spend cap set high enough to cover any charges ? 

[aberdeensheep21]

Yes to all, I'm in Gran Canaria

[63johnw]

There have been issues in Spain and the Canaries @aberdeensheep21 sky are aware of them and are looking into the issue. 

[aberdeensheep21]

Thank you, seems to have resolved itself for now

[Goathouse2]

Partner has iPhone and didn't get the usual welcome messsge after turning on his mobile as I did . He hasn't been able to use data roaming since we arrived. We have followed all of Skys self help tutorials and checked the roaming settings but no luck. 

[63johnw]

Hi @Goathouse2  you are not alone, there have been quite a few reports of customers with issues in Spain and the Canaries, sky are aware and looking into it. No solution yet. 

[Flinttas]

Btw, for anyone else still not connecting I have set my phone for just 3g (I did initially set 2g then switched to 3g in case you need to go through that process but don't let it auto select), it connected to the Orange network and it has now stayed connected for at least half hour. Even my network time is correct and I don't have to force it to be canary islands and not Madrid. Fingers crossed this will remain now until I get back home. 

[63johnw]

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@Debi340 wrote:

I have still not heard back from Sky, although they promised to ring back on the 29th of September.  I was without any data or could not make calls whilst I was in Spain for 10 days.  I would now like compensation, especially as I was injured whilst out there and without support of friends phones could have been left in a serious position.  It is not good enough Sky to  promised that you would ring back, not once but three times,  and yet nothing!

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Hi @Debi340  I doubt you will receive any compensation, you may get any charges refunded but I wouldn't bank on it. The picture below is from Skys terms and conditions.(will show after moderation). 

 

[JCE]

I put in a complaint to Sky when I got home and was refunded the 3 days roaming charge.  I hope it's sorted for next time I go abroad though 🤞🏻

[stewart34]

Hi I'm in Tenerife and only 2 phone are working please help

[stewart34]

There are 4 of us here

[Daniel0210]

@stewart34 

Sky are aware of an issue with roaming in Spain (and associated islands) which they are trying to fix.

[Robc87]

I've arrived in Spain on holiday and my phone isn't connecting to a network carrier to make or receive calls which also means I'm also not able connect to Data roaming. I've tried the online help guides but still no joy.

[caesarome]

Sky are investigaing mobile issues in Spain as there have been issues here for a few months now so while it will not help you today they do know that there are issues using mobiles there.

[Alex+Arthur]

It's now over 2 days since I flagged this and have heard nothing from Sky. Disappointed. Sensing a change of provider.