topic US add-on not working in Get Support

US add-on not working

Rona48 — Tue, 09 Jan 2024 15:06:49 GMT

Presently in the US, purchased an add on roaming, received my receipt confirming my purchase, made sure roaming on the telephone was turned on, turned phone on and off and yet my add-on is still not working? Help!

Re: US add-on not working

hTideGnow — Tue, 09 Jan 2024 15:09:15 GMT

hi @Rona48

voice or data addon ?

try to connect to T-Mobile and AT&T manually, try which one you can connect. Make sure you don't use 5G for network mode.

if you have trouble with voice, try T-mobile first, still fails, try T-Mobile and change network mode to 2G

Re: US add-on not working

softech — Tue, 09 Jan 2024 15:09:56 GMT

@Rona48

Critical part to US roaming depends on T-Mobile/AT&T coverage and whether you can connect successfully onto either network.

If the phone is not connecting to T-Mobile/AT&T, change the Network Connection from Automatic to Manual and select and test both T-Mobile and AT&T and see which one you can connect.

If your issue is with data, make sure your Roaming Mobile data is enabled and you have disabled your mobile data limiter. Also change your network mode to 4G (and don't try 5G until you can connect and works on 4G)

If your issue is with voice, make sure VoLTE is enabled on the device setting. And if it does not work, try to change the Network to T-Mobile ONLY, and change Preferred Network Type or Network Mode to 2G and see if the calls go through.
Also, you can download VoIP app TextNow as a workaround to make calls and text if you have Wifi or if your roaming has data component and data is working