topic Re: US roaming in Get Support

US roaming

Lori287 — Wed, 05 Jan 2022 11:25:21 GMT

Everytime I purchase US roaming it doesn't work. I then get in touch with a team moderator and they try to get it going usually with some success. It works for a couple of days and then boom it stops and I have to get in touch with them again. I have attempted to contact a team moderator 4 times now in the past 3 days without any success. Does anybody actually give help right now? I am so frustrated that if I don't hear back I will cancel. This US roaming is bull**bleep**. I don't know what the problem would be that they can't get it going properly when you purchase the add on.

Re: US roaming

ShawnC13 — Fri, 04 Jan 2019 18:50:33 GMT

@Lori287 wrote:
Everytime I purchase US roaming it doesn't work. I then get in touch with a team moderator and they try to get it going usually with some success. It works for a couple of days and then boom it stops and I have to get in touch with them again. I have attempted to contact a team moderator 4 times now in the past 3 days without any success. Does anybody actually give help right now? I am so frustrated that if I don't hear back I will cancel. This US roaming is bull**bleep**. I don't know what the problem would be that they can't get it going properly when you purchase the add on.

Moderator response time is currently 48+ hours. Sorry to hear that you are having troubles with the US addon. I have never had any issue with purchasing or using it. Not sure why it would work for 3 days and then stop. Is this all US addons or just data?

Re: US roaming

luke11992 — Fri, 04 Jan 2019 18:54:53 GMT

This probably doesn’t apply, since you say it does work for a bit at first, but make sure roaming data is enabled in your phone’s settings once you enter the US.

Re: US roaming

tehowennathe — Fri, 04 Jan 2019 18:57:48 GMT

I always get the $20 add on and never any issues. Is it possible it's a phone issue?

Re: US roaming

jp2 — Fri, 04 Jan 2019 19:00:51 GMT

I've never had an issue with the addon not working but when the addon expires I can't receive texts even when in Canada. I returned to Canada a couple days ago and tried to get the mods to remove the addon before expiry but still no response.

Mod wait times are out of control.

Re: US roaming

Lori287 — Fri, 04 Jan 2019 19:12:19 GMT

I left Canda on the 28th of Oct and had purchased the add on 27th. Needless to say it didn't work when I crossed the border. I have now purchased 3xs and always have a problem. I am in the States until April so really it is becoming a very big nuisance to me.

Re: US roaming

Lori287 — Fri, 04 Jan 2019 19:13:27 GMT

I don't think it is the phone because it works for a couple of days then stops.

Re: US roaming

Lori287 — Fri, 04 Jan 2019 19:14:47 GMT

Just calling I don't take the data.

Re: US roaming

Lori287 — Fri, 04 Jan 2019 19:19:12 GMT

I am thinking that a lot of people have a lot of problems with this. When I purchased and was only in Canada everything was fine. It is being in the States that sucks. Because the moderators are very slow to respond I think that they must lose a lot of customers. I could go to another supplier and pay maybe $15.00 more a month but would be able to use the phone without all this hassle. Guess that is my only option.

Re: US roaming

Anonymous — Fri, 04 Jan 2019 20:12:20 GMT

@Lori287- yes, you could go with another provider, and pay $15 more a month. You would likely also pay quite a bit more for US roaming...

Re: US roaming

srlawren — Fri, 04 Jan 2019 19:44:35 GMT

@Lori287 wrote:
Just calling I don't take the data.

@Lori287 so when you say it stops working after a few days, what are they symptoms? What happens if you try to make an outbound call? When someone calls you, does it go straight to your voicemail? What have you tried in the way of troubleshooting? For example, have you tried rebooting the phone? Have you tried turning off automatic network selection and instead manually choosing AT&T or T-Mobile?

Re: US roaming

Lori287 — Fri, 04 Jan 2019 19:48:50 GMT

When I try to dial out it says I do not have US roaming set up. Yes I have tried all of your suggested solutions. When friends try calling me they say nothing happens and they can't get through even to leave a voicemail.

Re: US roaming

srlawren — Fri, 04 Jan 2019 21:15:32 GMT

@Lori287 I'm not sure what else to suggest at this point unfortunately. 😞

Re: US roaming

Anonymous — Fri, 04 Jan 2019 21:20:53 GMT

@Lori287 wrote:
When I try to dial out it says I do not have US roaming set up. Yes I have tried all of your suggested solutions. When friends try calling me they say nothing happens and they can't get through even to leave a voicemail.

Is your account here active? I'm in the states. I did not get any roaming add-ons. I have connected to AT&T and turned on roaming. I can receive texts and calls and calls can go to voicemail. No outgoing. I don't know if it was necessary to turn on roaming. I also don't know if I will get any surprise charges but I kinda doubt it as that is not a thing of this service.

The stated policy here is that you need a talk component to buy roaming add-ons but that has been shown to be not true in actuality.

Re: US roaming

srlawren — Fri, 04 Jan 2019 21:26:08 GMT

@Anonymous wrote:
I also don't know if I will get any surprise charges but I kinda doubt it as that is not a thing of this service.

@Anonymous you won't because it's not possible for the system to charge you for something in the past.

@Anonymous wrote:
I'm in the states. I did not get any roaming add-ons. I have connected to AT&T and turned on roaming. I can receive texts and calls and calls can go to voicemail. No outgoing.

Are you saying you can take incoming calls without a US Roaming Talk add-on??!!

Re: US roaming

Lori287 — Fri, 04 Jan 2019 22:10:10 GMT

No I can't take incoming calls without US roaming

Re: US roaming

Anonymous — Fri, 04 Jan 2019 22:18:02 GMT

@Lori287 wrote:
No I can't take incoming calls without US roaming

I think that was more of a question for me.

But is your account showing as active? Callers should at least be able to leave a VM regardless of whether they can find you.

Re: US roaming

Lori287 — Fri, 04 Jan 2019 22:42:20 GMT

yes it is active

Re: US roaming

stonechucker — Sat, 05 Jan 2019 00:16:11 GMT

@Lori287, did you say you’re in the US for about 6 months? You left Oct 28, and you’re returning in April?

You do realize the roaming plans are only 10 day long periods of time, then you need to buy them again?

Are you expecting them to last 30 days?

Re: US roaming

srlawren — Sat, 05 Jan 2019 00:33:57 GMT

@stonechucker wrote:
@Lori287, did you say you’re in the US for about 6 months? You left Oct 28, and you’re returning in April?

You do realize the roaming plans are only 10 day long periods of time, then you need to buy them again?

Are you expecting them to last 30 days?

@stonechucker nice catch! Wow I'm not sure how but I totally missed that reply from @Lori287 with the dates in it. I think you've nailed the problem.

@Lori287 the add-ons are only for 10 days at a time. They're meant for short vacations or business trips, not for snowbirds. You would have to keep purchasing every 10 days if you want to keep using the US Roaming add-ons.