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Canadian Roaming

Canadian Roaming

I’m going to be going to Canada in the summer, and was just wondering about roaming in Canada.  More specifically, why do the prepaid gophone plans (at least the $60/month one) include Canadian roaming, but none of the regular postpaid plans (i.e. any mobile share plans, no matter the price) include it? Why do I have to pay for one of the Passport plans, while someone with a cheaper gophone account can use their normal data/messages/minutes? Does anyone know if AT&T has any plans to add Canadian roaming to the mobile share plans anytime in the near future, or at least make a cheaper Canadian passport plan?

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Message 1 of 41
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Anonymous
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Accepted by MoparMan06
‎03-12-2016 1:08 PM

Re: Canadian Roaming

AT&T is now offering a Canada Roaming Bonus much like the Mexico Roaming Bonus. It offers, like the Mexico package, unlimited voice/text while in Canada and 1 GB of data per month. The kicker is it you have to call the AT&T Rententions department to have it added to each line. The regular first line Customer Service Reps can not add it to your line(s). I know its available to Mobile Share Value Plan members. Not sure about other customers.

 

Make sure to add the $0 cost International Roaming to your plan at the same time.

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Message 2 of 41

Re: Canadian Roaming

Thank you very much.  I just called and got it added on.  I logged on to my account while I was on the line, and I see AT&T Canada Roaming Bonus under my features.  I’m curious as to why it’s apparently a secret, maybe it’s just a trial run for now.  But it should work perfectly for me; I’m only going to be there for a long weekend, so 1 GB should be fine.


SoonerAl wrote:

AT&T is now offering a Canada Roaming Bonus much like the Mexico Roaming Bonus. It offers, like the Mexico package, unlimited voice/text while in Canada and 1 GB of data per month. The kicker is it you have to call the AT&T Rententions department to have it added to each line. The regular first line Customer Service Reps can not add it to your line(s). I know its available to Mobile Share Value Plan members. Not sure about other customers.

 

Make sure to add the $0 cost International Roaming to your plan at the same time.


 

Message 3 of 41
ACE - Expert

Re: Canadian Roaming

Both the Mexico and Canada roaming are new.  Canada was added in February, Mexico just a short time before.

 

 

(The following is included after all posts to save typing) We are customers too, NOT employees. Our answers are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 4 of 41
Contributor

Re: Canadian Roaming

It took two attempts to get the Canada Roaming Bonus added to my account.  The first AT&T rep. told me that there isn't a Canadian option available.  The second agent I spoke with discovered that the Mexico Roaming Bonus has to be added first, after which the Canada Roaming Bonus option becomes available.  Also, don't forget to have the Bonus(s) added to each phone on the account.

Message 5 of 41
Contributor

Re: Canadian Roaming

I tried with Customer Service and got no where. I asked to be transfered to the ATT Retention Dept and they did it NO problem.  The only way to get to the ATT Retention Dept is thru Customer Service.  Customer Service will only transfer you .. they will not give a number for the Retention Dept.  Yup $0 cost vs. the $30 per month the Customer Service Rep told me was my only option.

 

Love this community!  Thank you all.

Message 6 of 41
Professor

Re: Canadian Roaming

I called 611 and when the automated voice told me to say what I needed, I replied "retentions department". I was connected straight to retentions and didn't have to bother with any of the regular CSRs. But you are right, retentions is the ONLY one's who can do it.



"Customers helping customers; not always successfully"
Message 7 of 41
ACE - Professor

Re: Canadian Roaming

Yeah, this is very odd, I am coming back to AT&T, we had horrible rural reception with T-Mobile (most freeways too, outside of the Seattle-Metro area), used up all my roaming in a couple of days, bad experience.

The good news is, 2 chat sessions, 6 phone calls (part to retention, part to CS, one to sales-useless) later, we have the Canada data plan now, on each of our families lines.

This is possible, but non-trivial, and for me at least, VERY time-consuming...

*If this (or another post in this thread) fixes your problem/issue, please mark it as "accept-solution", and I'll tag it, to make it easier for others to find the answer(s). FYI: I'm an AT&T end-user, just like most of us in the forum. Thanks.

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 8 of 41
Professor

Re: Canadian Roaming

I went straight to retentions and had it done in 15 minutes on two lines.

 

For anyone contemplating the Canadian Roaming Bonus, don't even fool around with chat or CS; not only can they not add it to your account, most don't even know what you are talking about.  It seems to be something that only retentions has the ability to add.



"Customers helping customers; not always successfully"
Message 9 of 41
ACE - Professor

Re: Canadian Roaming

Yeah, 110% on what Bustermutt said.

I think it depends, when I left AT&T, they had this promotion, and retentions said I wasn't eligible.

When I came back, the retentions person I talked to said I had been and was perfectly eligible, she didn't understand the notes on my account from when I left.  She had her manager (in retentions) double-check it, and he was perplexed as well.  So, I guess the gist is, if at first you don't succeed, try another retentions agent...

 

Interestingly, my last CS person I talked to (the retentions person failed to add it to all lines, even after he read them back to me) knew about it, could see the code on one line, and tried, and tried to get their manager to do it, but couldn't.  Apparently it's trickling down.  Hopefully it'll just become the norm, like the Mexico deal...

 

*If this (or another post in this thread) fixes your problem/issue, please mark it as "accept-solution", and I'll tag it, to make it easier for others to find the answer(s). FYI: I'm an AT&T end-user, just like most of us in the forum. Thanks.

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 10 of 41
ACE - Expert

Re: Canadian Roaming

@pgrey

 


pgrey wrote:

Yeah, 110% on what Bustermutt said.

I think it depends, when I left AT&T, they had this promotion, and retentions said I wasn't eligible.

When I came back, the retentions person I talked to said I had been and was perfectly eligible, she didn't understand the notes on my account from when I left.  She had her manager (in retentions) double-check it, and he was perplexed as well.  So, I guess the gist is, if at first you don't succeed, try another retentions agent...

 

Interestingly, my last CS person I talked to (the retentions person failed to add it to all lines, even after he read them back to me) knew about it, could see the code on one line, and tried, and tried to get their manager to do it, but couldn't.  Apparently it's trickling down.  Hopefully it'll just become the norm, like the Mexico deal...

 


The requirements for the Mexico plan used to be data plans of 15 GBs or more.  They have stopped requiring a minimum data package.

 

 

(The following is included after all posts to save typing) We are customers too, NOT employees. Our answers are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 11 of 41
Contributor

Re: Canadian Roaming

After spending 2 days talking to the retentions department, I now have the Mexico roaming bonus.  However, I was told that since my cell phones bill on my business account, the Canada plan is not available.  I was told that the Canada bonus is only for consumers not businesses.  This makes no sense, since I spend a whole heck of a lot more that any consumer on AT&T services.

 

Has anyone else heard of this, or am I just getting the run-around?

Message 12 of 41
ACE - Professor

Re: Canadian Roaming

I wonder about this, and I suspect it's the issue the retentions department failed to offer this to me before my brief departure/hiatus from AT&T.

I have a pseudo-business account, which is honored as an "Alumni" account from a previous employment, it was giving me a discount.

When I came back, the deal wasn't worth it to pursue it again, I didn't re-instate the it.  However, if I log into my account, it looks like I'm under the same pseudo-business (corporate) deal again, despite the fact I'm not getting a discount.  I think if I called CS, they would think I'm on a business account, but I"m not 100% sure...

 

Anyways, this may or may not help you, not sure.  

Maybe it would make more sense to "expense your home cell#", if you could do it, rather than have it as a business account?  It seems like this would remove the restriction completely.

 

It's interesting, trying to reverse-engineer these policy mechanisms, sort of ;-]

 

If I were a betting person, I'd sure put money on them making this the same deal as the Mexico feature, it seems like this "secret handshake" deal is a bit "odd", and maybe not something they want to have be pervasive...

*If this (or another post in this thread) fixes your problem/issue, please mark it as "accept-solution", and I'll tag it, to make it easier for others to find the answer(s). FYI: I'm an AT&T end-user, just like most of us in the forum. Thanks.

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 13 of 41
ACE - Expert

Re: Canadian Roaming

@Martin63

 

The roaming bonus is open to Mobile share value plans, the new unlimited plan and the Family share plan only.  If your line is on a business account it is not eligible.  

 

 

(The following is included after all posts to save typing) We are customers too, NOT employees. Our answers are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 14 of 41
ACE - Expert

Re: Canadian Roaming

AWESOME!  Thank you so much!

 

I don't go to Canada often but I'm right by the Detroit/Windsor border and quite often I end up roaming over there when I get too close.

 

Gary

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