my prepaid samsung S7 is not roaming. (We are currently in Italy). Roaming used to work when it was registered with a post-paid account.
I am also having great difficulty accessing help for this problem.
My many attempts to set up chat sessions have never connected and Telstra's overseas help phone number seems to be disconnected, or to require something more than a '00' prefix to be called from Sicily. Telstra's call-back service did at least get through, leaving an AMR message, but I was unable to use this to call back, as my phone wasn't registered on the local (sicilian) network.
It is fortunate that international roaming is working on my wife's post-paid phone, as it would otherwise have been impossible to communicate with our Airbnb host.
Any help would be appreciated.
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Sorry to hear about the problems staying connected whilst abroad.
Can I ask if you purchased a pre-paid roaming pack as listed via: https://tel.st/czm2a
Please let me know so I can best assist further for resolution.
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The most likely cause is that you don't have credit on your account. Try recharging with $5 (not a regular recharge amount, as a regular recharge credit is not usable overseas)