03-26-2023 02:27 PM
Purchased add on text and phone for 15 day in US. Has never worked and has only 5days left. Would like a refund for the plan tha never worked. Tried every trouble shooting technique
Solved! Go to Solution.
03-27-2023 07:32 AM
Search through your phone settings and enable all roaming if you find any. Won't cost you extra money since it's prepaid service.
03-26-2023 03:01 PM
Hi @Lorrainelane if it is data roaming, did you enable Mobile data roaming on your phone?
if it is voice roaming you had trouble, can you manually change the Network to 2G??
03-26-2023 02:58 PM - edited 03-26-2023 02:59 PM
What were those trouble shooting techniques? Just takes a device which can manually connect to the T-Mobile network down there, you may want to turn Roaming "on", and for calling you would need to force the device to the 2G network as the 3G was decommissioned some time ago.
Indeed, the Customer Support Agents are likely very flexible around these add-ons given the persistent user experience and the limited connectivity and foolishness users have to do to get all services to function.
Below is how you reach them. Can you update us as to whether they complied with your reasonable request, please?
To contact a Customer Support Agent, there are 2 methods:
Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.
03-26-2023 02:57 PM
Once VoLTE is active on your plan in the near future, you should have better experience with calling in the USA if you have a VoLTE enabled phone.
Here is some more information:
As mentioned before, contact CSA and mention about your issues.
Here is another article on troubleshooting:
03-26-2023 02:30 PM - edited 03-26-2023 02:31 PM
contact CSA to politely request a credit to your account for the add-on that was problematic.
Top of page, click Get Help / Chat with Simon to start the process.
You did set phone preferred network to T-Mobile...right ?