Roaming in India not working

[YolandeRose]

Hi, I’m currently in Bangalore, India and I’m unable to use roaming on my Sky Mobile eSIM. I’m a Sky employee and moved to Sky Mobile specifically to use the employee roaming benefit. Colleagues travelling with me are using Sky Mobile in India without any issues.

I’m using a Samsung Galaxy Z Flip8 with a Sky UK eSIM. I’ve already completed extensive troubleshooting:

• Data roaming is switched ON.
• Sky UK eSIM is enabled and selected for mobile data.
• My other physical SIM is switched OFF.
• Network mode is set to 5G preferred.
• Automatic network selection is enabled.
• My phone can detect Indian networks including Airtel, Vodafone IN, Jio and CellOne.
• I attempted manual registration with both Airtel and Vodafone IN, but both were rejected as unavailable and the phone showed “Emergency calls only”.
• My Monthly Spend Cap is OFF.
• I used MySky to Request Network Settings and received confirmation that they had been sent to my number. I then restarted the phone.
• I switched the Sky eSIM off for 30 seconds and back on to force network registration.
• I have also completed an Airplane Mode reset.
• The Sky Internet APN is present, enabled and selected. It shows mobile.sky, APN type default,supl, IPv4/IPv6 for both APN and roaming protocol, with MVNO type GID/value 0C.

Despite all of this, I still have no mobile data connection in India and no 4G/5G/LTE data indicator when Wi-Fi is switched off.

As the handset and APN settings have already been checked and refreshed, could you please check the roaming provisioning on my specific line/eSIM and confirm that international roaming and the appropriate roaming profile are correctly provisioned? If necessary, please refresh/reprovision the roaming service on the line.

It would be great if we could not repeat the basic handset troubleshooting above, as all of those steps have already been completed without resolving the issue... so many times and the chat helpline is unavailable. 😞 And I can't make any calls to speak to someone at Sky. 

[Daniel0210]

@YolandeRose 
If you are new to the forum then welcome to the Community, which is predominantly made up of Sky customers helping other Sky customers. You aren’t talking to Sky by posting here.

We can't check anything and the advice we can provide is the same as we give other (non employee) customers.

Try the troubleshooting in this link

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

Additionally 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 zero it will block you from using your phone abroad. You need to have at least £2 for every day you are there (recently offered free for Sky Diamond VIP customers).