No service abroad

Hello ​@Waqqas,

Yes, data roaming and cellular data is on.

Restarted already and also manually tried to select the network provider but none of them worked so far.

I just checked that I have an open invoice but it’s for September. Actually I never made payments manually but it’s always paid automatically from my bank account. Do you think it can cause this issue? If so, I can make the payment manually right now.

​@ekilic 

I think that's not the problem. Fill in all the privé fields in your community profile so a moderator can check this for you.

Exactly.. Even if I paid the bill, the problem is not resolved. Could a moderator check that please? I need a service back as soon as possible..

I haven’t had cellular data abroad in my business trip for 2 days and I still don’t have. Such a terrible experience :( I barely found a wifi to be able to write this comment. No one who is checking what’s going on? I don’t want to be rude, but it’s definitely not acceptable!

Do you have a business subscription? Than you should contact the business helpdesk. On this forum you talk to other consumer customers.  The moderators can only look at consumer CRM systems.

​@Marciano van Odido I already took all the actions you mentioned but it did not work.. Please raise it to the technical department

Hello ​@ekilic before we proceed, we would like to rule out a few things first. Could you check whether the software on your device is up to date? You can also check the name of your access point/APN in your device settings. It should say internet.mobiel. If something else is listed, your internet will not work. You can then change it manually. If you want to know where to find this, feel free to use our device help on our website. 

If that doesn't work, it could also be your SIM card. Could you do a cross-test for me? To do this, insert your SIM card into another device to see if the problem still occurs. This will help you determine whether the issue is with your SIM card or your device. 

We'd like to hear it from you! 

Hi ​@Pharwin van Odido, thanks for your message. APN has always been internet.mobiel. My device is usually up to date. It’s currently IOS 26.0. So I don’t think they were such cases.

Actually, I’m already back to Nederland. I can’t move forward such test scenarios with you as from now on. I don’t know how to understand whether my SIM card or the device causes the issue. Don’t you have a kind of remote method to check or please tell me what I can do in Nederland? I don’t want to come across the same issue anymore…

Hi ​@ekilic welcome back to the Netherlands! It's always good to rule out certain things, which is why I asked. If it's not due to other issues, then it's probably your SIM card. I see that you're using a slightly outdated SIM card.

If you want, I can order a new one for you free of charge. You can expect it to arrive at your home within 3 working days. You can then activate it via your My Odido account.

Or you can visit one of our stores. Upon presentation of valid ID, my colleagues can help you immediately with linking and activating a new SIM card.

Just let me know which option you prefer! 

Hi ​@Pharwin van Odido, I suspect the SIM card too since everything looks good with the device and network.

Yes, indeed it would be great if you ordered a new SIM card for me and send it to my address. Appreciate it!

A quick question, can I still use my number with the new SIM? Thanks!

Hi ​@ekilic yes, ofcourse! Your number will remain active with the new SIM card. A new SIM card will simply be linked to your existing number in the background.

In order to order the new SIM card for you, I need to perform an additional verification to ensure that you are the right person. I have just sent you a code via text message. Could you share it with me? Then I will order the new SIM card for you right away!

Great!

I sent a DM

Hello ​@ekilic thank you for sending the code! I have just ordered the SIM card for you. You can expect it to arrive at your home within three business days. You can then activate it via your My Odido account.

I expect that you will no longer have any problems abroad after that. If you do, please feel free to contact us. We will then look for another solution!

If there is anything else I can do for you, please let me know. We are here for you!

Hi, I’ve same problem with service abroad. I tried all the things like turning roaming on and off, selecting network manually, resetting phone and airplane mode. I also changed my SIM card to new one and still it’s not working. I’m not even getting a message from Odido that I left Netherlands. This year it happened twice during my trips outside NL, in December im going again abroad and I want to get it fixed. I always pay every invoice on time and I also visited physical Odido store in Purmerend but they didn’t help me.

Hello ​@Gabriel00 nice that you're going abroad again, and I completely understand that you want to be able to use your internet. I'd be happy to look into this for you!

Is there a block for Roaming on your subscription? You can check this via your My Odido account under the heading '’blokkades'’.

Could you please add your full name, phone number, postal code + house number, date of birth, and the last 4 digits of the bank account number we have on file to your profile and let me know when you've done so? Then I can take a look right away!

Just updated my account and looked into „blokkades” and nothing is turned on. 

Hello ​@Gabriel00 In that case, I would like to check whether everything is set up correctly in your subscription. However, I see that the information in your profile does not match what is known under your number in our system.

Could you please provide the correct address details and the correct last 4 numbers of your bank account number in your profile? Then I can take a look!

Hi ​@Pharwin van Odido , now everything should match.

Hi ​@Gabriel00 Thank you for providing the correct information in your profile! I immediately checked your subscription and saw that roaming had been blocked on your subscription since January 2025. That's why it wasn't working.

Don't worry, I've removed it for you right away. The system needs about half an hour to process this. Then restart your device, and everything should work properly again and you should have internet access abroad. If not, try manually connecting to a network from another provider. You can do this via your device's settings.

Let me know if it worked, I'd love to hear from you!