Roaming: Incoming calls, caller can’t hear me

[rosarioap]

Greetings,

  I am using my phone in Germany. Callers from Germany and the UK cannot hear me when they call me. I can hear them. If I call them, they can’t hear me. 
  I called the customer service and they asked me to record a voice note and see if I could hear it (which I could.) They didn’t hear me when they called me back 😞 

  They sent me the troubleshooter and I did everything described but still it doesn’t work. I got a message saying I might need a new SIM card. Does anyone have any advice? Thanks! 

[Martin_N]

Hi rosarioap,

Thank you for your post. I'm very sorry to hear about the issue you're having with your calls. 

The message that advised you need a replacement SIM card, was that a text from ourselves?

^Martin

[rosarioap]

Hi Martin,

  No, that was the message I received when I did everything the troubleshooting instructions told me to do. Can you help me? Thanks!!!

[Martin_N]

Thank you for that information. 

In regards to the replacement SIM card. We can certainly work to order you a new one. But this would only be to a UK address. 

When do you return to the UK?

^Martin

[rosarioap]

Thank you Martin, that would be great. I return on August 6th. Would it be possible for you to send it to my home address so I can have it once I arrive? Thanks!!

[Martin_N]

Thank you for that. What I will do is private message you so we can arrange this. 

^Martin