topic Re: US Roaming and data not working in Get Support

US Roaming and data not working

Jemez — Wed, 05 Jan 2022 08:35:59 GMT

I purchased a talk & text & 1Gig data for US last Friday. Came to US Sat, everything was fine. Yesterday texting stopped working, I restarted phone and it was ok. Today, I have no data working, can't call, and I've restarted phone twice with no luck.

I'm travelling for work and really need my phone working, what can I do?

Re: US Roaming and data not working

mimmo — Tue, 05 Mar 2019 15:42:49 GMT

They should but do the addon show in self serve?

Re: US Roaming and data not working

lheintzman — Tue, 05 Mar 2019 15:45:57 GMT

Have you stayed in the same location since everything was working Saturday or have you been moving to different settings? Which US network are you connected to?

Re: US Roaming and data not working

steff12321 — Tue, 05 Mar 2019 15:56:33 GMT

@Jemez Dumb question, but by last Friday, do you mean the Friday that just passed or the one before that? The roaming is activated when you add it to your account, not when it is first used.

Re: US Roaming and data not working

Anonymous — Tue, 05 Mar 2019 15:58:35 GMT

@Jemez

Yes. Which network are you connected to? If manually set then try auto. It should pick up either T-Mobile or AT&T.

Re: US Roaming and data not working

popping — Tue, 05 Mar 2019 16:04:46 GMT

@Jemez wrote:
I purchased a talk & text & 1Gig data for US last Friday. Came to US Sat, everything was fine. Yesterday texting stopped working, I restarted phone and it was ok. Today, I have no data working, can't call, and I've restarted phone twice with no luck.

I'm travelling for work and really need my phone working, what can I do?

Is your US roaming add-on still showing on your overview page?

If the overview page does not show any US roaming add-on, you may have used all the minutes and data on your add-ons.

Re: US Roaming and data not working

lheintzman — Tue, 05 Mar 2019 16:14:41 GMT

@popping It's possible the customer ran out of data, but I think the Talk & Text plan offers unlimited minutes. Think we'll have to wait till @Jemez provides more info.

Re: US Roaming and data not working

sandpublic — Tue, 05 Mar 2019 16:29:01 GMT

@Jemez wrote:
I purchased a talk & text & 1Gig data for US last Friday. Came to US Sat, everything was fine. Yesterday texting stopped working, I restarted phone and it was ok. Today, I have no data working, can't call, and I've restarted phone twice with no luck.

I'm travelling for work and really need my phone working, what can I do?

US Roaming & data addons are valid for 10 days so if you purchased it on Feb 22nd then it expired so you need to purchase a new one.

Re: US Roaming and data not working

will13am — Tue, 05 Mar 2019 16:52:04 GMT

Could it be that at the particular location, the coverage is spotty. The service requires connection to the roaming partner network. A last Friday purchase should not have expired yet. Since text and calling is not metered, there is no way to run out prior to the add-on expiring. Data usage is a different story. But it seems like a connection issue as it is a common cause to everything failing.

Re: US Roaming and data not working

Anonymous — Tue, 05 Mar 2019 16:59:23 GMT

@will13am

It was interesting observing when I was in the states in January. I did not buy any add-ons but I turned on roaming and was on auto and connected to AT&T. Then sometime else I saw that I was on T-Mobile.

Re: US Roaming and data not working

Jemez — Tue, 05 Mar 2019 19:04:08 GMT

To update, I purchased 5 days ago.

Re: US Roaming and data not working

Jemez — Tue, 05 Mar 2019 19:05:31 GMT

To update, I purchased 5 days ago. Add ons worked for a few days then stopped. I've used 100M of the data.

It started working again seemingly randomly.

Re: US Roaming and data not working

sandpublic — Tue, 05 Mar 2019 19:23:20 GMT

@Jemez wrote:
To update, I purchased 5 days ago. Add ons worked for a few days then stopped. I've used 100M of the data.

It started working again seemingly randomly.

Sounds that you might have been in an area with poor reception/connectivity. Glad to hear that it is working.

Re: US Roaming and data not working

Jemez — Tue, 12 Mar 2019 13:04:55 GMT

Now that I'm back from my trip I thought I should update this. To clarify, I had unlimited talk/text and text wasn't working. I verified in my account that it was listed in my account. It worked ok for a couple days, then became intermittent in the same locations.

There were some comments that I might have been in an area with poor reception. I was seeing issues in various locations, and the reception should have been fine. Outgoing texts failed to send about half the time. I tried manually connecting to AT&T LTE but that failed to connect. T-Mobile was the only one I could connect to. Manually connecting didn't help either.

My guess is it was related to the networks in my location, when I did this in San Jose last month it was fine.