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Tue, May 17, 2022 9:08 PM
I’ve inserted my prepaid sim & get internet access when wifi is available but not when I’m out
ACE - Expert
I’m pretty sure you can’t activate a new sim from Canada.
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?
I’m in Canada & I have mobile data & roaming turned on
Let us help you with mobile data and roaming, @NatalieJenkins.
Let's start by resetting your network connections.
We can also use some additional information to help get you connected.
This will help us with our next steps.
We look forward to hearing back from you.
Clarissa, AT&T Community Specialist
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.
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
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
I think you’re right. I have not received any further reply from Rhoda, the AT&T community specialist. Why?
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:
Here's a list of PREPAID plans that's allows you to talk and text from Canada.
Let us know how this helps. We're here if you require additional assistance.
Sydne, AT&T Community Specialist
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
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.
Looking forward to helping you through this!
ACE - Sage
@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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