Roaming in USA stopped working

[Rich19651]

Hello 

I am on holiday in the USA. I paid for roaming before I left the UK and when I arrived I received the "Welcome to the USA" text and my phone connected. 

I had another flight so went into airplane mode and when I turned that off, I have not reconnected.

I have tried restarting,  turning off and on again, turning airplane mode off and on again, manually finding a network etc but with no success.

Any help please?  Thanks.

[Leanne_T]

Hi @Rich19651 

Thanks for coming to the community. I am sorry you are unable to connect to a network in the USA to use your services. 

I would like to see if we can get this sorted for you, just to check, did you text ROAMING to 150 before travelling to make sure the account was activated for roaming?

When manually searching for a network did any show available? 

Speak soon. 

Leanne 🙂 

[Rich19651]

Hi Leanne 

Thank you for getting back to me.

Yes I tested 150 before leaving the UK and it did work when I landed initially but after my connecting flight, I couldn't connect again when I turned back on.  It initially connected to Tmobile here in the USA. 

The others available are Verizon and AT&T but I have been unable to access any of them unfortunately. 

Thanks for your help,

Rich 

[bristolian]

---

@Rich19651 wrote:

I am on holiday in the USA. I paid for roaming before I left the UK and when I arrived I received the "Welcome to the USA" text and my phone connected. 

---

For the wider benefit, the roaming facility is not something you pay for, it's free of charge. If you paid for anything, it was a billing add-on.

Receiving a text message abroad, is evidence that roaming was active.

[Rich19651]

Hello EE,

Still no success getting connected in the USA. 

I paid the £25 extra texting 150 before leaving the UK but it won't connect. I have called the help number from the USA a few times using a relative's phone but as they are paying for international calls, it is costing a lot hanging on waiting to speak to an agent.

I have tried turning on and off again , turning on and off roaming, on and off airplane mode etc and all other suggestions on your help page.

Can you help please?

Thanks

Rich

[Peter_W]

Thanks for the update @Rich19651. I'm disappointed to hear this still isn't working for you.

What model of phone are you using at the moment?

The fact this worked previously would usually suggest everything is as it should be with the roaming settings at our end.

Peter

[Rich19651]

Hi Peter,

Thank you for getting back to me.

I am using a Samsung Galaxy A14 mobile phone.

Have you any suggestions please?

Many thanks

Rich

[Peter_W]

Thanks @Rich19651.

If you haven't already, can you please try resetting the network settings on your phone?

To do this go into Settings > General Management > Reset > Reset network Settings > Enter PIN (if required). 

At this point, it will take you back to the previous screen, but I'd just recommend turning your phone off then back on again too.              

Don't worry, you won't lose any personal data such as contacts or photos with this reset, but you will need to provide your password next time you connect to WiFi.

Peter

[Rich19651]

Hi Peter,

Thank you for coming back to me again.

I have tried that but unfortunately I am still not connecting to any networks.

I have tried to send a text as a test but it doesn't work and says it will be sent when I am connected to a network. 

Thank you,

Rich

[Peter_W · Accepted solution]

Cheers @Rich19651, thanks for giving this a go.

When you've tried manually connecting to a network, what has been happening exactly? 

Also if you can access the EE app, can you please log in and check to see if you have a spend cap that could be blocking things?
Peter