topic Re: Paid for US Roaming but no texting service in Get Support

Paid for US Roaming but no texting service

Emmhayden — Tue, 08 Nov 2022 04:59:38 GMT

On Nov 4 I purchased US Roaming but received a message that I have used all my phone minutes and “Sorry, your plan does not include sending texts while in the US. Incoming texts are included. …”. Did I misunderstand what Roaming included?

Re: Paid for US Roaming but no texting service

computergeek541 — Tue, 08 Nov 2022 05:03:13 GMT

@Emmhayden wrote:
On Nov 4 I purchased US Roaming but received a message that I have used all my phone minutes and “Sorry, your plan does not include sending texts while in the US. Incoming texts are included. …”. Did I misunderstand what Roaming included?

Which add-on did you purchase? In the past, some customers have mistakenly purchased long distance minutes for phone calls (those can't be used when you're in the U.S.). Also, there are some roaming add-ons that don't include outgoing text messages.

Re: Paid for US Roaming but no texting service

Emmhayden — Tue, 08 Nov 2022 05:07:57 GMT

US Roaming Talk Text 250 Data $20

Re: Paid for US Roaming but no texting service

Emmhayden — Tue, 08 Nov 2022 05:14:45 GMT

I purchased on Nov 4. When I look at My Account, Plan & Add-Ons

Re: Paid for US Roaming but no texting service

computergeek541 — Tue, 08 Nov 2022 05:17:27 GMT

@Emmhayden wrote:
I purchased on Nov 4. When I look at My Account, Plan & Add-Ons

Unfortuantely, your picture doesn't give any indication of which add-on was purchased.

Re: Paid for US Roaming but no texting service

Emmhayden — Tue, 08 Nov 2022 05:19:29 GMT

Re: Paid for US Roaming but no texting service

Emmhayden — Tue, 08 Nov 2022 06:25:28 GMT

Re: Paid for US Roaming but no texting service

dust2dust — Tue, 08 Nov 2022 06:29:31 GMT

On the previous images, scroll a little further down and click on the little refresh icons or use private mode to see the add-ons. Is this a re-buy of the add-on? Or the first time this trip?

For data, did you turn on roaming data on the phone? Texting should work. Be sure that your network mode selection includes 2G.

Re: Paid for US Roaming but no texting service

Emmhayden — Tue, 08 Nov 2022 23:10:44 GMT

Dear dust2dust,

Roaming is on, I cannot see anywhere to select a network mode.

I dont think they have activated my Add-on at all. I cannot make phone calls or send texts.

because I have a iPhone and send mostly to others via wi-fi I had not tested this. Is there anyway to get a the companies attention??? I can’t call them because the phone doesn’t work.

Re: Paid for US Roaming but no texting service

Emmhayden — Tue, 08 Nov 2022 23:25:34 GMT

Back again….my Network Selection does not give a 2G option.

T-Mobile is the default selected when using “automatic”

other choices are AT&T, Verizon and Sprint. But no T-Mobile 2G.

so I have concluded that I am snookered because of my service not being 4G compatible…

Let me know if that is a reasonable conclusion.

Re: Paid for US Roaming but no texting service

dust2dust — Tue, 08 Nov 2022 23:35:21 GMT

I had asked another question in there. Is this the first add-on you've bought for this trip? Or is it a re-buy for the same trip? And if so is it the same add-on?

Do you see that you have a balance in your account here?

The phone probably supports 2G but put it on 4G if on anything else.

settings, mobile data, network selection, turn off automatic and find T-Mobile and select it.
settings, mobile data, mobile data options, voice & data, pick 4G unless you see 2G here.

The funny thing about iphones is that their instant messaging needs the internet. In imessage, turn on send as sms, turn on send as mms then turn off imessage. Then you'll be in pure standard texting. MMS needs cellular data to be turned on.

Re: Paid for US Roaming but no texting service

Emmhayden — Tue, 08 Nov 2022 23:49:33 GMT

This is the first add on for this trip. Yes I have a balance because I planned to buy several Add Ons over the next few months and wanted to have funds there.

so…Settings, Cellular, Automatic = off, selected t-Mobile, Cellular Data Options, Voice & Data *here is an deviation. My choices are LTE and 3G. Which should I pick?

Re: Paid for US Roaming but no texting service

Emmhayden — Tue, 08 Nov 2022 23:55:49 GMT

I tired both and result was “a text message back from 611 saying my plan does not include sending texts while in the US

Re: Paid for US Roaming but no texting service

Emmhayden — Wed, 09 Nov 2022 00:01:40 GMT

FYI - I used this add on in March of this year and it worked fine- without me having to make any settings changes. Which is why I suspect that the Public Mobile Outage on Friday last week affected my enrolment being handled correctly.

Re: Paid for US Roaming but no texting service

dust2dust — Wed, 09 Nov 2022 00:10:16 GMT

Leave it on manual T-Mobile. Choose LTE. Yes roaming has been become very problematic since March. Particularly talk. But text and data should work fine. Should.

So underneath that image showing add-on usage under shop add-ons there should be a little spinner refresh icon. Click it. See if anything shows up.

Since you're doing a great job with screenshots, can you also include images of more payment history.

I have to think though that at this point you're going to need help from support to straighten this all out. I'm just trying to help you get to the bottom of it all.

Re: Paid for US Roaming but no texting service

Emmhayden — Wed, 09 Nov 2022 02:57:34 GMT

Thanks for your help but I’m done.
this isnt how my travel time should be spent

I'lltry to get a refund when i get home for now, I’ll get a US prepaid sim. Again thanks