The Roaming Troubleshooting Guide

Started ‎24-07-2019 by
Modified ‎01-06-2022 by

If you haven’t read our Roaming guide, then it’s probably best to start 👉 here first!

 

You’re in holiday-mode but you’re having an issue with using your 48 services, then we’re sorry but please read on and we’ll get you sorted!

 

Troubleshooting Pre check?

 

  1. You’ll need an active membership. 
  2. Check that we support roaming in your destination - Roaming & Charges. Data roaming isn’t available outside the EU/UK.  
  3. Did you use your data roaming allowance? Login to your My48 > My48 section tab the globe icon, see below. Dial decrease when you use it.  Roaming Dial.PNG 
  4. 4G services are not available while roaming however all other service should be made available to you where roaming agreements are in place. 
  5. Telecommunications networks in Germany, Netherlands and the Czech Republic have retired their 3G services meaning only 2G services i.e calls and SMS are available to 48 customers while roaming in those countries.

  6. Ensure your data roaming is turned on and set to all networks you’ll find this option in your handset settings.
  7. Ensure Wi-Fi is turned off when trying to connect to your mobile data.

 

We’re aware some customers have reported facing issues while roaming. The issue appears to be the handset & SIM aren’t making an immediate is connection to the roaming network provider, so the SIM needs some additional assistance to make the connection. To resolve the issue you’ll need to complete a few quick steps on your handset, and we’ll guide you on what to do below.

 

Rest assured there’s works and testing being carried out to best resolve the issue so please bear with us and thanks for your patience.

 

Troubleshooting Guide?

 

 

Unable to connect to a Roaming Network 

 

If you've no calls, SMS and data while roaming your handset isnt making a connection to the network.

 

First go to your handset settings and carry out the below steps based on your handset model.

 

  • Android: Go to Settings > Mobile Networks > Network operators > Toggle on Automatic.
  • Watch this short video for more detail...

 

 

  • iPhone: Go to settings > Mobile Data > Mobile Network > Toggle on Automatic.
  • Watch this short video for more detail...

 

  • Huawei: Go to Settings > Wireless & Networks > Mobile Network  > Carrier and enable Automatic preference.

This will ensure your handset is open to connecting to the required network and isnt stuck on a previously selected manual option. 

 

Next find the app on your handset called 48 SIM Menu and carry out the below steps. Depending on the type of handset your u8sing its location will vary, see below guide to steer you in the right direction. 

 

  • Android: Appears as a stand-alone app within your app menu, usually names 48 SIM menu or very similar and has an image of a SIM card.
  • iPhone: Appears within your handset settings. Go to settings > Mobile Data > SIM Application
  • Huawei: Similar to Android and appears as a stand-alone app but can often be located in your tool’s folder.

 

Open 48 Sim Menu >> When abroad >> Network selection.

 

  1. Select Manual
  2. You’ll see 2 options International – Roaming profile and Local Home Profile
  3. Select International – Roaming Profile
  4. Once selected you will see a prompt that says refreshing SIM data
  5. Look at your signal bar, has signal come through

 

 

48 SIM Menu - Manual.PNG

If you don’t connect to the network the first time, then select the option When Abroad > Network Selection > Automatic. Once complete go back and reselect Manual > International Roaming once again. 

 

Once your SIM makes the connection to the roaming network then your phone is back up and running. 

 

Once you arrive back in Ireland your handset should reconnect automatically to your 48 home service but if it doesn’t then just follow the below 

 

Open 48 Sim Menu >> When abroad >> Network selection >> Automatic.

 

 

48 SIM Menu - Home.PNG

 

 

Unable to Use data while roaming?

 

If your calls and texts are working but your having issue with your mobile data, then its likely your data APN settings need tweaking. However its best to delete  the current APN and enter the settings once again

 

 

 

For Android:

  1. Make sure that mobile data and roaming options are enabled on your handset
  2. Next check your APN settings are correctly updated on your phone.
    In in order to enter APN settings, go to Settings> Mobile Network> Access Point Names.
  3. Delete the existing APN settings which are already saved to your phone.
    Enter the following APN settings: 

 

Name- 48 Internet
APN - 48months.liffeytelecom.com
Proxy - Not set
Port - Not set
Username - user
Password - Not set

Server - Not set
MMSC - http://mmc1/servlets/mms
MMS proxy - 10.1.11.19
MMS port - 8080
MCC - 272
MNC - 11
Authentication type - PAP
APN type - default, supl, mms

Then save your settings

 

APN settings are like a lock and key unit so double check the settings match letter for letter because if you’re a full stop out, your data won’t resume.

 

Save these settings and check you can access mobile data. You might need to turn your phone off/on again or turn on/off airplane mode to refresh your SIM onto the network and your data connection will resume.

 

If this does happen to work, lets go for round two and follow the below approach:

Delete the APN settings, then add a new one and update with the following:
1. Name- 48 Internet
2. APN - 48months.liffeytelecom.com

Leave the rest of the entry fields as it is, then save. Again turn your phone off/on again or toggle on/off airplane mode. You should now be able to access Mobile Data.

 

For iPhone you’ll also need to complete the below

- Go to the Settings > Mobile Data > SIM Applications.

- From the menu select When Abroad --> Network Selection --> International – Roaming Profile.

 

 

Returned Home?

 

If you've just returned from home from roaming and are having difficulty connecting to your network, you’ll need to make some changes to your SIM settings.

 

Find the app on your handset called 48 SIM Menu. Depending on the type of handset you have its location will vary

 

  • Android: Appears as a stand-alone app within your app menu, usually names 48 SIM menu or very similar and has an image of a SIM card.
  • iPhone: Appears within your handset settings. Go to settings > Mobile Data > SIM Application
  • Huawei: Similar to Android and appears as a stand-alone app but can often be located in your tool’s folder.

 

Open 48 Sim Menu >> When abroad >> Network selection.

 

  1. Select Automatic
  2. Once selected you will see a prompt that says refreshing SIM data
  3. Look at your signal bar, has signal come through

 

48 SIM Menu - Home.PNG

 

If calls and texts are working but your data is the issue, then check your APN settings to ensure these are correct.

 

If the above hasn’t helped you get connected, you can search the community to find others who have had the same issue, or just start a new topic so our members can help. Help them to help you by including your destination, what phone you’re using and what's going wrong. This will give you time to take in your surroundings and our helpers the chance to respond. 

 

Alternatively our Care team are available during opening hours here, just look out for the message icon. 


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