Roaming not working

My mother is visiting Australia and cannot roam with her contract phone.

More than 5 calls to Vodacom and we still cannot connect her to the local network.

The setups are correct and manually connecting still does not work. The agents like to say that she should have connected prior to leaving yet her other sim card connects perfectly fine to the local network.

Still waiting on the so called reference number where this issue was reported to "back office".

Absolutely shocking and no technical resolution to this issue!