No service signal in Canada, travelling from Scotland

[Simon297]

Hi KB,

I've just come back from a fortnight in Canada. Roaming worked for a couple of days when I arrived but then died with nothing and completely dead with no data, calling ability or texting. So without the ability to call Sky customer service (for what it's worth) this was a non starter. As we were on a roadtrip I downloaded an esim for data when on hotel WiFi so Google maps could work. 

Looking at the thread this seems to be a problem going back some time.

[Rickywebb86]

Hi. I am in Canada and I am getting no signal and unable to use any roaming etc please help.  I've tried all the setting but not getting anywhere. 

thanks

[Daniel0210]

@Rickywebb86 

I have moved your post into the main thread on this issue. 

[Wobs1]

Buy an esim - nothing on here has proved to be definitively the answer 

[davcol]

I have just returned from Canada. During the first few days the phone connected and I had normal service. I received texts confirming I was roaming and giving charges. The phone then stopped working for the last 2 weeks of my holiday, instead of showing connection it showed SOS service. I tried contacting Sky and spent no end of time bouncing around on the web which showed many other people having been experiencing this problem for many months. I tried all the fixes/tweeks and advice to no avail. This level of service is completely unacceptable. If a product fails to this extent Sky should stop offering it. It goes without saying how important communication is especially abroad. I am 81 years of age and my family rely on the location service to give them comfort. I also need to contact people to arrange social events, co-ordinate travel etc. 

Once I have unpacked and allowed this rage to abate I shall contact a comparison site for a different provider and then go on the gov.uk site to raise a claim for breach of contract. It will be worth the £25 to stir Sky up a bit. I shall then move onto the TV and Broadband contracts. With winter nights closing in it will be a good way to spend my time, and who knows I may save some money.

[PandJ2020]

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@davcol wrote:

... to raise a claim for breach of contract.

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Have you read the contract?

[Daniel0210]

@davcol 

Unfortunately no ISP can or will guarantee service in another country. 

[PandJ2020]

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@Daniel0210 wrote:

@davcol 

Unfortunately no ISP can or will guarantee service in another country. 

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Particularly this (3.16) 'We have no liability if you are unable to access Sky Mobile services abroad'

[Golfknight]

I have just landed in Canada and I have the same issue. I've received no roaming text. I'm not impressed especially when everything requires the internet!

[CatDad]

Been in Canada for a few days.  No signal.  Tried online help eg spend cap, remove automatic network selection, and data roaming is definitely on etc nothing works.  Anyone help? 

[63johnw]

Hi @CatDad  a big thread on the subject. 

https://helpforum.sky.com/t5/Sky-Mobile/Sky-stopped-working-whilst-in-Canada/m-p/4998989#M250713

[Simon297]

Hi all, 

Following my lack of sky roaming, calls and text connection while in Canada, on return to UK I've been on to customer services 3 times now. 

Annoyingly, I've had nothing back from them and I've had to be the thorn in their side and with another call to rattle their cage today.

Whilst they are not admitting they have a problem with customer connections in Canada and they are supposedly elevating the tech issues upwards for their team to look into, they don't seem to care enough for my liking.

My call today has seen a bit of movement thou, I told them to look at the Sky forum on this subject as it seems to be going back to at least Feb of this year and why only now are the looking at "tech issues"! 

Anyway, I, and clearly everyone on this forum chat is having or had issues in Canada so there is clearly an issue. My progress is that they are cancelling my Sky mobile bill for Oct of this year to compensate me which will adequately cover my costs for the ESims we had to purchase in Canada. 

This seems to be a cloaked admittance they do have an issue.

[removed]

Good luck all

Oh and P.S, I'm seriously looking for a better mobile provider 

Moderator Notes: Removed Campaigning 

[DanielaKozma]

I have the same issue, what did you do in the end? 

[Golfknight]

For me, in the end I brought a travel eSim from Vodafone for the duration of my stay.

Once purchased I downloaded it and installed it into my second Sim card slot. In less than 5 mins I had data and it worked out cheaper that using Sky charging £2 per day.