topic Re: I have the Smart Benefits: Roam Abroad Pass for the USA, and it does not work in Mobile Services

I have the Smart Benefits: Roam Abroad Pass for the USA, and it does not work

JV17 — Mon, 21 Aug 2023 15:48:42 GMT

I have the Smart Benefits: Roam Abroad Pass for the USA, and it does not work

Re: I have the Smart Benefits: Roam Abroad Pass for the USA, and it does not work

Katie_B — Mon, 21 Aug 2023 16:07:09 GMT

Hello @JV17

Did you activate roaming by texting ROAMING to 150?

Having the pass on your account does not automatically activate this for you.

Katie

Re: I have the Smart Benefits: Roam Abroad Pass for the USA, and it does not work

JV17 — Mon, 21 Aug 2023 17:04:38 GMT

Hi Katie,

I did not sms 150 before leaving the UK. Costumer services said i was all
set up and ready to go. I arrived in the US on the 4th and I have received
the welcome to the USA message from EE and two other messages since then.
Now I'm trying to get a two step verification sent and it no longer works.

Re: I have the Smart Benefits: Roam Abroad Pass for the USA, and it does not work

bristolian — Mon, 21 Aug 2023 17:12:07 GMT

If you have received the welcome SMS, then you will have connected to a US network and roaming is therefore active.

In this scenario the usual troubleshooting is to try toggling flight mode and manually connect to an alternative US network.

Re: I have the Smart Benefits: Roam Abroad Pass for the USA, and it does not work

Schockwave — Mon, 21 Aug 2023 17:12:10 GMT

@JV17 , have you tried rebooting your phone as you have received the welcome message it looks like roaming is activated on your account?

Have you done a manual search for a network?

Re: I have the Smart Benefits: Roam Abroad Pass for the USA, and it does not work

JV17 — Mon, 21 Aug 2023 17:50:38 GMT

Thanks for the advice, I have rebooted my phone, toggled the airplane mode
and tried manually connecting to various networks. In the connection’s menu
under SIM card manager, preferred SIM card Calls and Text messages is not
highlighted and yet my mobile Data is. I have been using my mobile data
since I arrived in the US.

Re: I have the Smart Benefits: Roam Abroad Pass for the USA, and it does not work

Katie_B — Mon, 21 Aug 2023 17:54:25 GMT

Thanks for getting back to us @JV17.

Just to confirm you can use your data but can't make calls or texts?

Katie

Re: I have the Smart Benefits: Roam Abroad Pass for the USA, and it does not work

JV17 — Mon, 21 Aug 2023 17:58:38 GMT

Hi Katie

That is correct. data is working fine.

Re: I have the Smart Benefits: Roam Abroad Pass for the USA, and it does not work

bristolian — Mon, 21 Aug 2023 19:51:40 GMT

Problems with voice calls specifically in the US could be a VoLTE issue. Which networks have you tried connecting to?

Try using T-Mobile 2G which should allow calls & texts as a last resort.