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When you arrive in a new country (outside the UK) your phone will try and connect to the strongest network signal. It could be that this isn't one of our international roaming partners. (You can find a full let of our roaming partners for every country here: https://www.1pmobile.com/international-and-roaming
If the network you have connected to does not give you access (or a service is not working - usually mobile data), you will need to try and do a manual network search. In your device/phone settings you should see an option to perform a manual network search.
Once the list of available networks is shown, try to connect to one of them. It may take up to 15 minutes for your phone to fully connect. If this does not work you will need to turn the device/phone off for a minimum of 15 minutes, to allow the SIM and the device to completely disconnect from any nearby networks, and then try the manual network search again.
Calling and texting when abroad
When making calls when abroad please make sure you dial using the full international dialling code. E.g. +447950014111 and not 07950014111.
If you do not include the country code +44 (for a UK number) then the local network will assume it is a local number and that probably won't exist.
If you are dialling from an entry in your contact list, please make sure that the entry / phone number is in full international format.
If you are dialling a local number where you are abroad, e.g. a local restaurant then you will need to dial the full international number, that includes the country code, of where you are visiting. E.g. the Hard Rock Cafe, Times Square, NYC (212-343-3355). You have to dial +12123433355.
Wi-fi calling
Please make sure you disable wi-fi calling when abroad. Although supported in most countries, the wi-fi service you are connected to could be blocking it, especially if you are on free wi-fi in a cafe, hotel or resort. Your phone could attempt to route the call via wi-fi but could be blocked.