Troubleshooting Guide

1. Download the attachment below if you’re running iOS 12.1.2!

If you’re a Yoodo (by CelcomDigi) user currently running iOS 12.1.2 and looking to use Roam Like Home, please download the attachment.

As it stands, iOS 12.1.2 is locked on Celcom’s APN.

By downloading this file, your APN will be switched to Yoodo’s APN and will resolve any issues when you want to use Roam Like Home in the near future.

1. To download, you will need to use Safari. Viewing on Chrome or other browsers will not trigger the download (and of course, it has to be on your Yoodo iOS device).
2. After downloading, simply click Install.

2. How do I limit my data usage?

 Here are some ways you can manage your data consumption easily:

• Close any apps you don’t use.
• Uninstall any apps you don’t need.
• Stream movies online on your home Wi-Fi instead of your data.
• Connect to a Wi-Fi hotspot (unless you’re doing online banking, which is safer on your mobile data).
• Switch off mobile data when your remaining data is running low.
• Turn off auto updates for your apps (wait for them to update when you’re in a Wi-Fi area).
• Set your email to ‘Fetch’ rather than ‘Push’ in your system settings

3. My data ran out incredibly fast! Why?

There are several reasons why your data could have run out too fast. Data is used when you:

• Stream videos or music from Facebook, YouTube or Spotify.
• Have regularly checked apps running in the background.
• Play games that include pop-up advertisements.
• Use apps like Waze or Google Maps to get somewhere.
• Stream movies online.
• Use your phone as a Wi-Fi hotspot.
• Send emails with large attachments.
• Allow apps such as your Instagram to upload pictures and videos.
• Switch automatically to your data when a Wi-Fi connection is dropped.
  
  

4. Why isn’t my phone getting a signal?

If you’re having issues with the Yoodo (by CelcomDigi) network, try these steps:

Step 1: Check your network status - there may be planned maintenance being carried out or unexpected service issues.
Step 2: Update your network connection by turning it off and restarting your phone.
Step 3: Check your SIM for damage by removing your SIM and inserting it in a different phone.
Step 4: Please order a replacement ESIM via our Yoodo (by CelcomDigi) app.

Note: Replacing your SIM will not resolve any network issues, which is why you need to check your coverage and network status first.  

5. I lost my SIM and/ or my phone, what do I do?

You can suspend your SIM by downloading the Yoodo (by CelcomDigi) app on a different device and logging in to your Yoodo (by CelcomDigi) account to manage your line. Or get in touch with our customer care support.

6. Why can’t I access my account on the website/ Yoodo (by CelcomDigi) app?

This could be due to 2 reasons:

• Your network coverage is not available at this time
  Check if you’re getting 3G/ 4G network coverage on your phone.

• You may have forgotten your password

Click 'Forgot your password?' and follow the instructions given to get a new one. Please use the Chrome browser to open the email sent by Yoodo to set the new password. If you still can’t access your account, please contact our customer care.

7. How do I change my profile settings?

Sorry, your profile settings (including your name, address) cannot be changed via the app. Please contact our customer care for further assistance.

8. The app is unable to match my ID picture with my selfie and keeps failing. Help!

Simply follow these steps to resolve the issue:

• Check that you are in a well-lit area. 
• Ensure that your phone camera's auto focus function is turned on to capture your selfie. 
• Remove any headwear or eyewear on your face.
• Position your ID picture correctly within the box shown in the app. 
• Read the instructions carefully.

If you are still having problems, please contact our customer care for further assistance.