Ian, 27 Dec. 2024 , 08:58am
Hi

O2 Virtual Assistant, 27 Dec. 2024 , 08:58am
Thanks for messaging with O2.
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O2 Virtual Assistant, 27 Dec. 2024 , 08:58am
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Ian, 27 Dec. 2024 , 08:58am
07762366120

O2 Virtual Assistant, 27 Dec. 2024 , 08:58am
[Rich Content]
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Ian, 27 Dec. 2024 , 08:58am
Roaming & International 🌍

O2 Virtual Assistant, 27 Dec. 2024 , 08:58am
[Rich Content]
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Ian, 27 Dec. 2024 , 08:59am
Using my phone abroad

O2 Virtual Assistant, 27 Dec. 2024 , 08:59am
[Rich Content]
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Ian, 27 Dec. 2024 , 08:59am
Outside the O2 Europe zone

O2 Virtual Assistant, 27 Dec. 2024 , 08:59am
We have the O2 Travel Inclusive Zone Bolt On available on selected O2 Refresh and sim only tariffs. This gives you inclusive roaming in up to 27 destinations.
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O2 Virtual Assistant, 27 Dec. 2024 , 08:59am
[Rich Content]
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Ian, 27 Dec. 2024 , 08:59am
O2 Travel Inclusive Zone

O2 Virtual Assistant, 27 Dec. 2024 , 08:59am
[Rich Content]
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Ian, 27 Dec. 2024 , 08:59am
Chat to operator

O2 Virtual Assistant, 27 Dec. 2024 , 08:59am
I understand you’d like to speak to an advisor. I know lots of useful information. Why not ask me a question and I’ll do my best to help?
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Ian, 27 Dec. 2024 , 08:59am
Chat to operator

O2 Virtual Assistant, 27 Dec. 2024 , 08:59am
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 27 Dec. 2024 , 08:59am
[Rich Content]
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Ian, 27 Dec. 2024 , 09:00am
It’s about my Account

O2 Virtual Assistant, 27 Dec. 2024 , 09:00am
Thanks! 🙏
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O2 Virtual Assistant, 27 Dec. 2024 , 09:00am
Please can you confirm your full Name
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Ian, 27 Dec. 2024 , 09:00am
Ian Turner

O2 Virtual Assistant, 27 Dec. 2024 , 09:00am
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Ian, 27 Dec. 2024 , 09:00am
Yes

O2 Virtual Assistant, 27 Dec. 2024 , 09:00am
We’ve got all your details & saved everything you've told us, so what happens next? 🤔  
  
Your conversation is now in our queue 💻 & you’ll be allocated one of our agents in around 30-40 minutes so there’s no need to call us 🤳  
  
Once we have an agent with you 🙋‍♀️they will read your conversation & reply in under 10 minutes. Your phone 📱 will tell you when we've replied so we can get the conversation started, we’ll be with you soon.
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Info [Automated], 27 Dec. 2024 , 09:00am
You are now connected to Soaif Ali, who will be reviewing your conversation so far and will respond as soon as possible. Make sure your notifications are on so you don't miss our reply!  
  
But hold tight & don't worry Soaif Ali will be replying in a few minutes.
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Soaif Ali, 27 Dec. 2024 , 09:01am
Hi Ian, good morning. Thanks for contacting O2. Looks like you are planning to travel somewhere and needs help with charges to use service over there.  
  
Be assured, you are connected with a roaming expert, please let me know where are you planning to travel so that I can help with the precise info.  
  
If you have multiple queries, please list them all at once.
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Ian, 27 Dec. 2024 , 09:03am
I am in Australia and the only part of my service that is not working is voice calls. Can you please help troubleshoot?

Soaif Ali, 27 Dec. 2024 , 09:10am
Sorry to know that you are unable to use calling services in Australia.  
  
Please reset your network settings:  
Go to Settings > General > Transfer or Reset [Device] > Reset > Reset Network Settings.  
  
After this please restart your phone for more than a couple of times and you will be good to go!  
  
Make sure you are connected to any of the below networks:  
SingTel Optus Pty Limited  
Telstra Corporation Limited  
TPG Telecom Limited
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Ian, 27 Dec. 2024 , 09:11am
Ok will try thanks

Soaif Ali, 27 Dec. 2024 , 09:22am
Hope that worked. Do let me know if you are able to make calls now.  
  
Have we covered everything you needed assistance with?
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Ian, 27 Dec. 2024 , 09:37am
No change. What next?

Soaif Ali, 27 Dec. 2024 , 09:45am
Can you please let me know if the issue is with calls within Australia or it is only with calls back to the UK?
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Ian, 27 Dec. 2024 , 09:46am
I can’t test Australia so we are trying calls to uk mobile and landline

Soaif Ali, 27 Dec. 2024 , 09:50am
I am sure that you are using the correct country code for UK which is +44 while dialing every UK number.  
  
And if I am correct, this is with multiple UK numbers, and not with only one, right?
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Ian, 27 Dec. 2024 , 09:51am
I am using the correct country code as you suggest and yes the issue is with multiple uk numbers

Ian, 27 Dec. 2024 , 09:57am
We found an Australian mobile to call no change

Soaif Ali, 27 Dec. 2024 , 10:08am
Just to confirm, are you trying to use services on a Cruise Ship/Ferry or within a Australia?  
  
Also, as I have understood from your last message, you tried ringing to UK from an Australian sim and yet failed, right?  
  
Are you having issues with 4G calling while roaming?
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Ian, 27 Dec. 2024 , 10:11am
Within Australia central Brisbane. No second assumption is not right - uk mobile to Australia mobile. My setting is 5g auto and no voice calls work either in or out

Ian, 27 Dec. 2024 , 10:14am
The exact same problem occurs with my wife’s O2 iPhone

Soaif Ali, 27 Dec. 2024 , 10:19am
Please enable 4G on your device settings:  
To enable 4G settings on your iPhone 13 mini, follow these simple steps:  
  
Open Settings: Tap the Settings app on your home screen.  
Cellular: Scroll down and select Cellular.  
Cellular Data Options: Tap on Cellular Data Options.  
Voice & Data: Select Voice & Data.  
Choose 4G: Here, you will see options for 5G, 4G (LTE), and 3G. Tap on 4G or LTE to enable 4G services.  
Check Cellular Data: Make sure that Cellular Data is toggled on (green).  
  
Let me know if this works.
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Soaif Ali, 27 Dec. 2024 , 10:25am
I hope we have not caught you at an odd time. I do not mean to haste you, just checking if you have any further questions regarding your query? Please let me know.
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Ian, 27 Dec. 2024 , 10:29am
I don’t recognise those settings I think apple redesigned things in 18.1.1

Soaif Ali, 27 Dec. 2024 , 10:33am
If you're using iOS 18.1.1 and notice that the settings layout has changed.  
  
You can simply search "Cellular Data Options" in your settings, or ask Siri
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Ian, 27 Dec. 2024 , 10:37am
Currently set on 5g auto and don’t see a cellular data button

Soaif Ali, 27 Dec. 2024 , 10:38am
Can you please change that 5g auto to 4G?
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Ian, 27 Dec. 2024 , 10:43am
Made the change. Also my wife’s iPhone 8 is defaulted to 4g anyway

Soaif Ali, 27 Dec. 2024 , 10:50am
Can you please check if you are able to make the call now?
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Ian, 27 Dec. 2024 , 10:50am
No change

Soaif Ali, 27 Dec. 2024 , 10:59am
Can you please now reset the network settings?  
  
Go to Settings > General > Transfer or Reset [Device] > Reset > Reset Network Settings.  
After this again, please restart your phone more than twice.
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Ian, 27 Dec. 2024 , 11:02am
Already did that and that didn’t work

Act as Soaif Ali and suggest the next best response.