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NatalieJenkins's profile

New Member

 • 

6 Messages

Tue, May 17, 2022 9:08 PM

Why isn’t internet roaming working

I’ve inserted my prepaid sim & get internet access when wifi is available but not when I’m out

Accepted Solution

Official Solution

sandblaster

ACE - Expert

 • 

59.9K Messages

5分前

I’m pretty sure you can’t activate a new sim from Canada.  

sandblaster

ACE - Expert

 • 

59.9K Messages

5分前

Roaming is when you are out of the US. What you describe is not roaming, your mobile data is not working. Are calls and texts working? Do you have mobile data turned on?

New Member

 • 

6 Messages

5分前

I’m in Canada & I have mobile data & roaming turned on

ATTHelp

Community Support

 • 

200.4K Messages

5分前

Let us help you with mobile data and roaming, @NatalieJenkins.

 

Let's start by resetting your network connections

  • For Android: Settings icon > Network & Internet > Menu icon > Reset Wi-Fi, mobile & Bluetooth > reset settings.
  • For Apple: Settings -> General -> Reset -> Reset Network Settings.

We can also use some additional information to help get you connected. 

  • What plan are you currently on?
  • What type of device do you have?

This will help us with our next steps. 

 

We look forward to hearing back from you. 

 

Clarissa, AT&T Community Specialist

 

New Member

 • 

6 Messages

5分前

I’ve reset network settings but that hasn’t helped. I have never connected to the network in the US before putting in the new Sim in Canada. Is that a problem?

I purchased a prepaid AT&T SIM in Australia & inserted it when I arrived in Canada. 

(edited)

ATTHelp

Community Support

 • 

200.4K Messages

5分前

Hi NatalieJenkins, we are here to help with your mobile data connection!

 

Thank you for letting us know that you have attempted resetting your network settings, and have your mobile data & roaming turned on. Let us know which plan you currently have as most of our current Prepaid plans have unlimited talk, text and data in Mexico & Canada.

 

We also recommend using our AT&T Prepaid coverage map to confirm the type of coverage in your area. Check your device compatibility to our network as we phased out from the 3G network to make room for an even better network or let us know the make and model of your device, if your device is an AT&T device or an unlocked device to ensure that it will work on our network. 

 

If this doesn't help, let us know if you're able to access the internet and social media applications like facebook, twitter, Instagram so we can pin point the area of concern. 

 

Let us know if this helps. Thank you for reaching out to the AT&T Community Forums!

 

Rhoda, AT&T Community Specialist

New Member

 • 

6 Messages

5分前

I have a prepaid Sim that I inserted when I reached Canada. I have an iPhone 12. Unless I am connected to wifi I don’t think I can do anything

New Member

 • 

6 Messages

4分前

I think you’re right. 
I have not received any further reply from Rhoda, the AT&T community specialist. Why?

ATTHelp

Community Support

 • 

200.4K Messages

4分前

We want to help get you connected to our network, @NatalieJenkins

 

Have you visited the PREPAID activation portal to activate your newly purchased SIM card? If not, please follow these steps to complete your activation: 

  • Enter the SIM/ICCID number 
  • Enter the IMEI number.
  • Enter your 5-digit service zip code.
  • Enter the passphrase code.
  • Select Continue.
  • Select whether you would like to Activate 1 device or more than 1 device.
  • Select the desired rate plan, then scroll down to select the desired option for AutoPay. Select the check box to accept the Service Agreement, then select Continue.
  • Enter your email address, then select Continue.
  • Select the Payment Method from the drop-down list.
  •  Enter the requested payment information, then select Continue.
  • View your new phone number and restart your device.

Here's a list of PREPAID plans that's allows you to talk and text from Canada. 

  • $65 Unlimited. 
  • $40/mo 15GB.
  • 3-month and 12-month 8GB plans.

Let us know how this helps. We're here if you require additional assistance. 

 

Sydne, AT&T Community Specialist

New Member

 • 

6 Messages

4分前

This is not helpful. I bought my prepaid SIM in Australia. It was recommended by others who had used it in USA & it clearly said it was okay for use in Canada. This does not appear to be the case & Im very disappointed as it now seems Ill have to purchase a new Sim that will work here. I certainly won’t be recommending AT&T to anyone else & I’ll be pursuing this further

ATTHelp

Community Support

 • 

200.4K Messages

4分前

This isn't the experience we want for you, @NatalieJenkins

 

If you purchased an AT&T SIM card, then it is okay to use in Canada. We need a little more information to get to the root cause of why you're unable to connect to the network.  

  • What happens when you try to activate your SIM using our portal? If you're receiving an error message, please share it with us. 
  • What plan do you subscribe to? Sharing this will let us know if you're on an eligible plan.

Looking forward to helping you through this! 

 

Sydne, AT&T Community Specialist

ACE - Sage

 • 

100.3K Messages

4分前

@sandblaster  is correct.  AT&T prepaid services do work in Canada, but you cannot activate an AT&T SIM card outside of the United States.   Unless you connect to an AT&T tower in the United States you cannot activate that SIM card.

Support should know this.   As soon as you wrote you were in Canada they should have written as much 

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