topic Re: Roaming not working in Canada. Unable to make any calls or 4g. in Mobile Services

Roaming not working in Canada. Unable to make any calls or 4g.

pyropete — Sun, 18 Jun 2023 23:35:40 GMT

Have roaming further enabled but phone not roaming in Canada. Unable to call or use 4g. Phone rebooted several times, not resolved.

Possible bug... number is linked to samsung watch via same account. Watch number does not have an option to activate roaming. Watch left at home anyway but would like Phone to work, particularly as paying for the option

Re: Roaming not working in Canada. Unable to make any calls or 4g.

Katie_B — Mon, 19 Jun 2023 06:40:17 GMT

Hi @pyropete.

Welcome to the community.

When purchasing the roaming pass did you also activate roaming by either texting ROAMING to 150 or by giving us a call?

Katie

Re: Roaming not working in Canada. Unable to make any calls or 4g.

pyropete — Mon, 19 Jun 2023 14:12:53 GMT

I activated Roaming (text Roaming to 150) when I was in Greece earlier
this year and that all worked well. I was back in Greece last month and it
continued to work without having to reactivate. My minutes etc were
automatically included in EU anyway without the additional roaming charge
because I have an old contract.
For Canada I have paid the additional Roaming Further charge to cover
Canada and USA. Did I need to text Roaming to 150 again and every time I
travel? If so, it's too late now as I don't believe I can do it now I'm
out here, which is an issue because you won't know it doesn't work until
you get abroad, then there's nothing you can do to fix it.
Another possible related item which I have read.... I have a Samsung
watch with eSim which is linked with my phone so both numbers are
effectively the same with both on one contract. Have read that both items
need to text Roaming to 150 before leaving the country. I have never
texted Roaming from the watch as I leave it at home when travelling abroad
due to worries about roaming costs. Same issue... There's nothing I can do
about it now I'm here, but won't know if there's a problem until I get
here.
I would like to use the phone for roaming and data whilst I'm out in
Canada, particularly as I still paying the additional Roaming further
charge. Is there anything I can do to activate it now I'm here??
(Replied via hotel WiFi)
Regards
Pete

Re: Roaming not working in Canada. Unable to make any calls or 4g.

Katie_B — Mon, 19 Jun 2023 14:36:51 GMT

Hi @pyropete.

I don't believe your watch being home will be stopping you being able to roam with your mobile phone. Are you connected to a local network? if yes, have you tried manually connecting a different one?

Katie

Re: Roaming not working in Canada. Unable to make any calls or 4g.

pyropete — Mon, 19 Jun 2023 14:55:53 GMT

Have tried manually connecting to different network, it does exactly the
same as briefly switching the airplane mode on/off or rebooting the
phone...... The phone shows 4G and R for about 30 seconds which I presume
is while it's handshaking with the new network, then 4G and R disappear
leaving no service. I have tried making a call during the brief 30 second
handshaking period but it tells me that no network is available.

Re: Roaming not working in Canada. Unable to make any calls or 4g.

pyropete — Mon, 19 Jun 2023 15:35:40 GMT

Meanwhile, thankyou Katie for your support and suggestions. Keep trying, we may get there.

Re: Roaming not working in Canada. Unable to make any calls or 4g.

Christopher_G — Mon, 19 Jun 2023 17:54:24 GMT

Is there anyone with you who is able to connect to a network, @pyropete? I'm wondering if this could be down to local coverage.

Chris

Re: Roaming not working in Canada. Unable to make any calls or 4g.

pyropete — Mon, 19 Jun 2023 17:59:47 GMT

My wife has EE mobile which is also on my account but a different number
and that is working fine. Will try swapping my Sim into her phone later
to prove it is not a phone specific issue.

Re: Roaming not working in Canada. Unable to make any calls or 4g.

Leanne_T — Tue, 20 Jun 2023 06:21:24 GMT

Hi @pyropete

Does your SIM card work in the other phone?

Leanne.

Re: Roaming not working in Canada. Unable to make any calls or 4g.

pyropete — Tue, 20 Jun 2023 14:52:32 GMT

Have now tried swapping Sims between my wife's phone and confirmed the
problems stays with the Sim/account. My wife's Sim works fine in my
phone, my Sim still refuses to Roam on any phone.

Re: Roaming not working in Canada. Unable to make any calls or 4g.

Leanne_T — Tue, 20 Jun 2023 14:59:04 GMT

Thanks for trying @pyropete

We will need to get this looked into, can you call us from your Wife's phone on +44 7953966250 and the team will help you further.

Leanne.get

Re: Roaming not working in Canada. Unable to make any calls or 4g.

pyropete — Tue, 20 Jun 2023 17:11:32 GMT

Thanks for your support, issue now resolved. Needed tech help desk
to change one of my account settings from Roaming EU to Roaming further.

Re: Roaming not working in Canada. Unable to make any calls or 4g.

Christopher_G — Tue, 20 Jun 2023 17:39:08 GMT

Thank you for coming back to let us know, @pyropete

Enjoy the rest of your trip!

Chris