Cant add roaming data in USA

[Ellida1]

I cannot seem to be able to successfully use the app to change my account to be allowed to add data so I can add data for roaming in USA. When using the text message link to buy the data add on, I'm told I don't have permission to buy data. Yet when in the app or website and try to change my data add on permission, I get an error message and I cannot contact anyone as it's out of hours in the UK. Am I missing something? Or are the app and website down? Texting to 150 is also not working 

[Rach_H]

Hi @Ellida1,

Welcome to the Community!

It sounds like your phone might not be set up for Roaming. Did you call our team before your trip to check this was enabled?

Rach

[bristolian · Accepted solution]

To expand on Rach_H's point.... Regardless of any billing add-on, your ability to get coverage abroad (which calls, texts & mobile data rely on) is dependent on roaming being activated - which allows your phone to connect to foreign networks.

Have you used your phone abroad previously, did you receive a welcome text message on first arrival abroad? These are good evidence of roaming being enabled if so. In these cases, manually cycling through all available local networks often resolves issues - toggling flight mode can have the same effect.

If not...On PAYG, roaming is auto-enabled once your phone is used in the UK first. On pay-monthly, this needs to be enabled manually - usually by texting ROAMING to 150 before leaving the UK. Did you do this?

If you are on pay-monthly and now find yourself abroad without having enabled roaming, your only recourse will be to contact CS to request it activated. You can either contact +44 7953 966150 from another working phone, or +44 800 9566000 using a web-calling app such as Skype over WiFi.