Raising a ticket for welcome SMS queries

If you are experiencing a problem with one or more SIMs that have had problems receiving the Welcome SMS, you can use the Service Desk to raise a ticket so that our support teams can investigate.
To make sure that Support have all of the information required and don’t need to come back to ask if you have performed all of the initial checks, we ask you to complete the template below.

Welcome SMS / Roaming template

– MVNO Fault Reference Number:
– Full description of the issue: (if known, please advise of country visited, date & time of issue and if the customer has successfully used the phone abroad before or during this visit)
– Is roaming provisioned correctly Y/N:
– Confirmation the customer is dialing correctly. (i.e. using correct international prefix):
– Confirmation Data and Data Roaming services are enabled on the handset:
– Confirmation the customer has a data/roaming data allowance:
– Name of the roaming network used:

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