SOS phone signal abroad

[Src91]

@caesarome 

She's there until Monday but is a bit worried about being there with no phone in case she gets separated from her friend, I've said just to get a prepaid local SIM (assuming phones are all unlocked these days), had tried calling Sky but got nowhere over two calls 

Thanks

[Lucy66]

@Src91  
Unfortunatley, even with my limited experience of this frustrating service, it seems there's absolutely nothing that can be done. The best advice I was given, take the SIM card out and try it in another device!!! Seems this is a theme with Sky customers at present. Over 2 days with no ability to use the phone is not okay. I hope your wife is okay and I empathise with her frustration. If she's there for a longer period, maybe purchasing a SIM card would offer her some support & safety netting. Sadly, Sky doesn't offer much guidance.......wish you luck with the resolution. 

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @EddW and @Lucy66.

[Src91]

Any chance of doing the same for me?

[Bryan732]

Hi I'm in NYC for the weekend, with two sons on sky network, one whose phone is connected to AT&T network , one who is not connected and only SOS signal 

I've tried rebooting and airplane mode

and settings are identical 

can you please escalate for mobile number on my account 

thanks 

[caesarome]

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@Src91 wrote:

Any chance of doing the same for me?

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@Src91 

Is your wife's wife phone n your account so that you are the account holder ?

[Src91]

Hi, it is yes (one of three£

[Lucy66]

Thank you @Addie15 @for adding me. Unfortunately, the private message service has an error after I typed an extensive response! I really cannot be bothered to discuss this anymore, I will raise with teams when I get home. I will be requesting this service is fully investigated, I think it's utterly disgraceful how many people are experiencing such an issue. 
Regards,

Lucy

[Jonathan+Dowson]

I have the same problem in Florida. Was fine last night and now today it's showing sos and I can't make any calls. 

[F4FYN]

Hello. Same issue in chicago... fine for 2 days... then dissapeared this morning for both me and the Mrs both on Sky I am on Samsung..... tried all fixes... nothing - I had to pay extra for a hire cat sat nav and if anything had happened whilst driving my car....... I would have been stranded with no phone available...... Dangerous amd not good enough. The Mrs has an I phone, several home/abroad/home/abroad switches fixed the problem. ....at least we have 1 phone between us now!

[Lucy66]

@F4FYN 

really isn't good enough, is it?

I think we should get a full thread going here, I can then take this back to Sky/Ofcom for investigation when im

back. Day 3 with absolutely nothing! I will be cancelling by direct debit for my Sky TV & Mobile accounts. I'm furious that so many people are struggling with zero support. 

[EddW]

I have now returned to the U.K. and am at Heathrow. My phone is still ill not working, it still hasn't  found the network. 

[caesarome · Accepted solution]

@EddW 

Try this:

Apple:
Settings > Mobile Data > SIM Applications > Change to Home

Android:
Sky Menu App or SIM toolkit > Roaming > Change to Home

[TimmyBGood]

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@Lucy66 wrote:

@F4FYN 

really isn't good enough, is it?

I think we should get a full thread going here, I can then take this back to Sky/Ofcom for investigation when im

back. 

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I seriously doubt Ofcom will get involved: they rarely do so for individual UK phone issues, let alone face the complexity where overseas networks are involved.  It should be noted that any mobile coverage/service, even in country of origin, is never actually guaranteed: we've just got so used to it being there.

[EddW]

Thanks Caesarome, that did the trick, kicked 5G in then it's gone back to auto. I wonder if this could be a fix for those that are still in the US if they select Abroad?