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_twix00's profile

New Member

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2 Messages

Wed, Jul 13, 2022 1:31 PM

International Roaming not working

I have a US prepaid sim and it's not working in the Philippines. It's not able to connect to the local network and I have no service at all.

Troubleshooting steps I did:

1. Reset network settings

2. turn on and off airplane mode

3. rebooted phone

4. Removed sim and inserted it back

5. Reached out to chat support but they said they are postpaid team and I need to reach out to Prepaid team via phone - My sim has no service so I am not able to call Prepaid team.

6. Purchased International Roaming as an Add on but still not working

My phone: Samsung Galaxy s10+

Questions:

1. Why is international roaming not working on my phone

2. is there an email address for Prepaid team that I can reach out to?

Accepted Solution

Official Solution

sandblaster

ACE - Expert

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60.9K Messages

5 months ago

Roaming is not working because prepaid does not roam in the Philippines. Prepaid international roaming is limited to Canada, Mexico and select European and Caribbean countries. Prepaid does not roam anywhere in Asia. The international travel add-on you purchased only works in those select European and Caribbean countries. You, unfortunately, wasted your money. No, there is no email support but contacting support won’t help. At best they might credit your account for the add-on.

New Member

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2 Messages

5 months ago

Thanks for the response. Good to know how limited prepaid can be. 

ATTHelp

Community Support

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203.9K Messages

5 months ago

Hello @_twix00, allow us to provide additional information for using your Prepaid account while out of the country. 

 

Thank you @sandblaster, for the accepted solution and details provided. That is correct, AT&T PREPAID is making it easier for our customers to add on international roaming by simplifying our
offers. Use talk, text, and data on your phone or tablet while you’re traveling in select countries.

  • To find out where we offer service, check your location on our coverage map to see Countries covered by the international travel add-on.

If you have further questions to best serve you while out of the country; please call +1.314.925.6925 or 611 from your device as we do not have a email address. We're here if you have any questions. Thank you for contacting AT&T Community Forums.

 

Alasani, AT&T Community Specialist 

ACE - Sage

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102.1K Messages

5 months ago

The prepaid number for travelers out of the USA is 1.408.962.1025 

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