I can’t get a signal while roaming. What should I check first?
Before contacting support, please verify the following settings on your device:
- Data Roaming is enabled
- Automatic Network Selection is enabled
- Automatic IMSI Selection is enabled (where supported)
Unity Extend is a multi-IMSI service and is designed to connect to supported partner networks automatically. In most cases, you should not need to manually select a network when travelling.
How do I enable VoLTE on my iPhone?
If you’re using an iPhone, we recommend enabling VoLTE:
- Open Settings
- Select Mobile Data (or Cellular)
- Choose your Unity Extend line
- Select Voice & Data
- Enable VoLTE
Even in countries where VoLTE is not currently available, having it enabled can improve your overall roaming experience.
I’ve checked my settings but still have no service. What should I do?
Try the following steps:
- Restart your device
- Wait a few minutes for the device to reconnect to a local network
- Check that all available mobile signal indicators are showing service
- If your device continues to display No Service, proceed to the next section
Could my roaming policy be preventing service?
Yes. Roaming access is controlled by the roaming policy assigned to your service.
Home Countries
These are countries where you can use your Unity Extend service permanently as part of your subscription.
Home Away Countries (HAC)
These are countries where you can use your service for up to 90 days within a rolling 365-day period.
If your roaming policy has recently been updated, restart your device and allow several minutes for the changes to take effect.
I’m using a Day Pass. What should I check?
If you’re travelling in a World Zone country using a Day Pass:
- Confirm the Day Pass has been activated
- Ensure Data Roaming is enabled
- Remember that a Day Pass is triggered when:
- Mobile data is used
- A call is made
- An SMS is sent
What information should I provide if I contact support?
To help us investigate the issue quickly, please provide:
- Three recent registration attempts (within the last 48 hours)
- Your current country and location
- Your time zone
- Whether the issue affects inbound calls, outbound calls, or both
- Any error messages displayed on the device
- Your assigned roaming policy (if known)
- Network Status information (if available)
How do I contact support?
If you have completed the troubleshooting steps above and are still unable to connect while roaming, please contact our support teeam.
Please include:
- User ID (e.g. user1@domain.com)
- Mobile Number
- Current location and country
- Troubleshooting steps already completed
Important Information
Unity Extend is designed to provide seamless roaming through automatically provisioned network profiles. In most cases, no manual network selection or device configuration changes should be required. If manual intervention is necessary, there may be a device configuration issue or a roaming policy restriction that requires further investigation.