topic Re: Us roaming in Get Support

Us roaming

Salma1234 — Wed, 05 Jan 2022 09:41:31 GMT

Purchased us bundle roaming, shows up under add- on

data works

but talk/text not working.

Re: Us roaming

hairbag1 — Wed, 01 May 2019 15:22:18 GMT

@Salma1234 wrote:
Purchased us bundle roaming, shows up under add- on
data works
but talk/text not working.

Make sure you enable Roaming on your phone. You might have to manually select network AT&T or T-Moble.

Re: Us roaming

Anonymous — Wed, 01 May 2019 15:23:26 GMT

@Salma1234- If the proper plan is showing up, talk/text should also work. Hoping you have restarted the phone. Migh be able to use the lost/found phone trick. It could reset the plan (although it should not really be needed in this case).

Re: Us roaming

geopublic — Wed, 01 May 2019 15:25:26 GMT

@Salma1234 wrote:
Purchased us bundle roaming, shows up under add- on
data works
but talk/text not working.

@Salma1234 Please make sure you’ve added a roaming Add-On that includes the service you are trying to use. You can verify what’s included in your Add-On by signing into Self-Serve. Also, make sure your mobile device has roaming enabled.

Re: Us roaming

Salma1234 — Wed, 01 May 2019 15:43:15 GMT

Yes added The correct bundle talk text and data and it showing up under my plan under add-ons. And I checked on my phone roaming is enabled. It is connecting to the T mobile network.

But I’m still not able to text or talk in the United States.

Re: Us roaming

Salma1234 — Wed, 01 May 2019 15:44:34 GMT

Yes added The correct bundle talk text and data and it showing up under my plan under add-ons. And I checked on my phone roaming is enabled. It is connecting to the T mobile network. Also rebooted several times.

But I’m still not able to text or talk in the United States.

Re: Us roaming

geopublic — Wed, 01 May 2019 15:46:03 GMT

@Salma1234 wrote:
Yes added The correct bundle talk text and data and it showing up under my plan under add-ons. And I checked on my phone roaming is enabled. It is connecting to the T mobile network. Also rebooted several times.

But I’m still not able to text or talk in the United States.

@Salma1234Are you dialing the number directly or via your contacts? Also try restarting your phone.

Re: Us roaming

Salma1234 — Wed, 01 May 2019 15:49:24 GMT

I tried dialing the number directly, I tried texting as a reply, and I have also tried dialing the contact directly. Nothing seems to work, instead I get a pre-recorded message saying you do not have a roaming US package and I’ve verified that I do. I have tried rebooting my phone several times.

Re: Us roaming

geopublic — Wed, 01 May 2019 16:02:21 GMT

@Salma1234 wrote:
I tried dialing the number directly, I tried texting as a reply, and I have also tried dialing the contact directly. Nothing seems to work, instead I get a pre-recorded message saying you do not have a roaming US package and I’ve verified that I do. I have tried rebooting my phone several times.

@Salma1234Click here and explain the problem. The link sends you to the private message function and adds the moderator team as recipient for a private message. You just have to enter a title and text in the body of the message describing the problem and post. The message will be received by the moderator team and they will respond to it. You will receive the response in your private message inbox.

While waiting for the moderator to respond. One more thing to try is the Lost/Stolen trick because it acts like a soft reset on your account.To report your phone stolen. Login to your selfserve account. Choose Plans and Add-ons tab. Then choose Lost/Stolen Phone tab. Then choose Suspend Service tab. Wait few minutes. Report your phone found. Re-start you phone .

Re: Us roaming

Jessica_T — Wed, 01 May 2019 16:51:52 GMT

@Salma1234 wrote:
Purchased us bundle roaming, shows up under add- on
data works
but talk/text not working.

@Salma1234 Make sure you enable roaming on the phone, did you try restarting and are sure its the right bundle?

Re: Us roaming

hairbag1 — Wed, 01 May 2019 17:02:09 GMT

@Salma1234 wrote:
I tried dialing the number directly, I tried texting as a reply, and I have also tried dialing the contact directly. Nothing seems to work, instead I get a pre-recorded message saying you do not have a roaming US package and I’ve verified that I do. I have tried rebooting my phone several times.

Hey @Salma1234 , what type of phone are you using ? When you log into My Account / Data & Add-ons...what package do you see ? Do you actually see your US Roaming Add-on listed there ? I'm wondering if you didn't inadvertantly just get the US Data Add-on and not Talk/Text too. Thoughts ?

Re: Us roaming

Salma1234 — Wed, 01 May 2019 17:07:15 GMT

Yes verified alll of those things

Re: Us roaming

Salma1234 — Wed, 01 May 2019 17:09:43 GMT

Yes I’ve verified that the one that I see under my add-ons is the talk text and data bundle package for $20. I also verified my payment history transactions and it shows that I purchased the plan for $20.

Re: Us roaming

Salma1234 — Wed, 01 May 2019 17:11:37 GMT

I contacted the moderator about an hour ago, let’s see what happens .

Thank you for assistance. I will try the lost and stolen track and see if that activates my plan.

Re: Us roaming

hairbag1 — Wed, 01 May 2019 17:13:12 GMT

That is unusual then. Give this a try....Log into My Account / Plan and Add-ons / Lost-Stolen...Click SUSPEND then log out for 5 minutes. Log back in and RESUME your service...log out and cycle phone off/on again. Let us know if that helped. Good luck.

Re: Us roaming

geopublic — Wed, 01 May 2019 17:57:31 GMT

@Salma1234 wrote:
I contacted the moderator about an hour ago, let’s see what happens .
Thank you for assistance. I will try the lost and stolen track and see if that activates my plan.

@Salma1234 hopefully the @CS_Agent will get back to you soon.

Re: Us roaming

Salma1234 — Thu, 02 May 2019 01:50:43 GMT

Hello

I have not heard back from the moderator team which I contacted over eight hours ago. Not sure what to do, but I have been without a phone all day. I tried the lost and stolen suspend and resume trick that you described to me. I rebooted my phone, and still it will show that I have added on the bundle plan for $20, however I still cannot talk or text. The only thing that is working is the data on my phone.

Re: Us roaming

geopublic — Thu, 02 May 2019 02:27:27 GMT

@Salma1234 wrote:
Hello
I have not heard back from the moderator team which I contacted over eight hours ago. Not sure what to do, but I have been without a phone all day. I tried the lost and stolen suspend and resume trick that you described to me. I rebooted my phone, and still it will show that I have added on the bundle plan for $20, however I still cannot talk or text. The only thing that is working is the data on my phone.

@Salma1234 normally it should not take that long. There must be a larger than normal incident volume. Looks like it won't be until sometime tomorrow.

Re: Us roaming

hairbag1 — Thu, 02 May 2019 02:34:03 GMT

@Salma1234 wrote:
Hello
I have not heard back from the moderator team which I contacted over eight hours ago. Not sure what to do, but I have been without a phone all day. I tried the lost and stolen suspend and resume trick that you described to me. I rebooted my phone, and still it will show that I have added on the bundle plan for $20, however I still cannot talk or text. The only thing that is working is the data on my phone.

Do you feel lucky ? How about re-buying a US Roaming Add-on plan and see if you can get it to work ? I know it sounds...chancey, but you've done eveything else to try to get it going.

Maybe the moderators may adjust your costs if this works.

Good luck and let us know if you do try it.

Re: Us roaming

geopublic — Thu, 02 May 2019 02:36:21 GMT

@hairbag1 wrote:
@Salma1234 wrote:
Hello
I have not heard back from the moderator team which I contacted over eight hours ago. Not sure what to do, but I have been without a phone all day. I tried the lost and stolen suspend and resume trick that you described to me. I rebooted my phone, and still it will show that I have added on the bundle plan for $20, however I still cannot talk or text. The only thing that is working is the data on my phone.
Do you feel lucky ? How about re-buying a US Roaming Add-on plan and see if you can get it to work ? I know it sounds...chancey, but you've done eveything else to try to get it going.
Maybe the moderators may adjust your costs if this works.
Good luck and let us know if you do try it.

Bad idea purchasing two of the same us roaming add-ons is not recommended.