topic Re: US data/talk add on not working in Get Support

US data/talk add on not working

Haus973 — Fri, 02 Jun 2023 23:37:17 GMT

Hi,

I was unable to start a ticket. I added the US roaming talk/data add-on to my account. But the service is not working. I’ve restarted my iPhone XS numerous times, switched the network from automatic to T-Mobile but the service is not working (shows an “E”) where the network should be. Can you assist me with this?

thank you!

Re: US data/talk add on not working

Handy1 — Fri, 02 Jun 2023 23:39:30 GMT

@Haus973 Reboot phone , make sure your connected to T mobile

if services don’t work ask support for a credit

while your already here and logged in the community

you can send a private message To CS_Agents by clicking >>>>>>>>here.

Re: US data/talk add on not working

HALIMACS — Fri, 02 Jun 2023 23:39:20 GMT

@Haus973

I presume you are physically IN THE USA right now?

By any chance, are you in Alaska? It doesn't work there.

Re: US data/talk add on not working

Haus973 — Fri, 02 Jun 2023 23:41:04 GMT

Yes, we are in Newark, NJ

Re: US data/talk add on not working

HALIMACS — Fri, 02 Jun 2023 23:43:20 GMT

@Haus973

Can you try your PM SIM card in another device just to see if the US Roaming add-on works in that.

If you manually selected T-Mobile, then rebooted your device, I can't imagine why it wouldn't work.

By any chance, did you accidentally purchase a US long-distance add-on instead of the US Roaming add-on? And could the add-on still be active - it only lasts 15 days after purchased.

Re: US data/talk add on not working

Haus973 — Fri, 02 Jun 2023 23:45:59 GMT

Hi, no it’s definitely the roaming add/on.

Re: US data/talk add on not working

dust2dust — Fri, 02 Jun 2023 23:48:14 GMT

Did you get a welcome to the US text? You would if you connect to T-Mobile. If your networks are on automatic then it should only connect to them. Also make sure your modes are like LTE/4G etc. Do you know if your device has been enabled for volte yet?

Adding - for data make sure the roaming toggle is on. And of course turn on cell data. Text should work fine. Talk can be a problem if your phone can't do 2G and you're not on volte as I asked.

Re: US data/talk add on not working

softech — Fri, 02 Jun 2023 23:49:08 GMT

@Haus973

check your network type to 4G or LTE

Settings->Cellular->Cellular Data Options-> Enable 4G , Press Voice & Data

and Turn on VoLTE
Opten, Settings, Cellular, Cellular data options., Voice & data. LTE, VoLTE on.

And turn on Roaming data

Open Settings. Tap Cellular, or Cellular Data, or Mobile Data. Then tap Cellular Data Options and turn on Data Roaming

Test mobile data first, that one is easier

If it works, then test voice

Re: US data/talk add on not working

Haus973 — Sat, 03 Jun 2023 00:02:38 GMT

This was the issue, I had set the cellular to 3G. Changing it back to LTE solved the problem. Thank you!!