08-08-2018 8:06 AM
The phone being used is a Samsung Galaxy S7 Active. If traveling to the EU and the phone is in Airplane mode until a WIFI service is connected, do background apps begin using data when Airplane mode is turned off? I understand that I can disable unnecessary background apps in Settings by disabling international roaming; however, some background apps are required to use some features.
Solved by: Go to Solution.
08-09-2018 8:32 AM
That's a great question. We'd be more than happy to assist you. When airplane mode is turned off, your applications will begin to use cellular data again unless your cell phone is connected to Wi-Fi. Depending on your device's cellular data settings, some apps will still use data unless you turn this off as well. You can go to att.com/travel to browse data package and feature options for your trip, or go to att.com/myatt and log in to get personalized recommendations. If you prefer not to use data, go to Settings on your device and turn off Cellular Data Roaming. Let us know if you have any further questions or concerns.
Sean, AT&T Community Specialist
08-09-2018 9:46 AM
08-09-2018 10:38 AM
We can definitely answer your questions regarding international roaming. Because email works with cellular data or Wi-Fi, your wife should have no problem checking her emails over an active Wi-Fi connection. If she would like to send and receive text messages from outside of the country, you can check out our
International Texting Packages here. With AT&T Passport phone calls are $0.35 per minute, but you're not charged for missed calls. Let us know if this helps.
Sean, AT&T Community Specialist
01-18-2019 10:38 PM
I have been a loyal at&t customer since 2001. I went overseas for the holidays and was very disappointed to see my at&t bill $700 higher than my usual balance. We have been traveling overseas for the past 20 years, so as not to incur hefty charges my we simply put our phones on airplane mode and utilize wifi to do text messages, calls and use the internet. On my recent trip I purchased the passport for one of my sons, as they were going to another island and I wanted to make sure that he could use his phone if needed. Upon receiving my enormous bill I immediately called at&t and the first phone agent whose name is "Zach" based in Georgia, told me that his manager approved a $500 credit specifically for the erroneous data roaming charge of $563.00, while my son was on board the airplane. My son's phone was on airplane mode, and was not utilizing cellular network. I was also charged for phone calls while on airplane mode and using wifi. I do not know how it is possible to be charged when my phone is on airplane mode and cellular network is off. The second agent that handled my complaint was a "Rebecca" supervisor in Arkansas told me that she cannot help me and that there is no $500 credit reflected on my account. I told her that phone calls are recorded and they should be able to hear clearly that I was told that there would be a $500 credit. The third agent I spoke to was a named Joe working from an offshore call center and was the only one who empathized and thanked me for my loyalty. He took the details of my complaint and told me that he would file a case on my behalf, and that I should check online the status of my account. He said it would take a maximum of 5 days to receive a decision. I am really disappointed in the initial customer service I received. My husband has Tmobile and he used his phone in the same manner we all did, and he did not get charged for anything. I will switch to T mobile if I don't get a favorable resolution to this matter. This is the very first time I am getting charged for using my phone on airplane mode with cellular network turned off. My sons travelled to the same country last year july2018 and they used their phones the same way and I did not get charged. If At&t simply changed the rules the least they could do is inform the customer. I don't think its right for at&t to charge when cellular network is off. If I turn off my cellular network which is At&T how do they have a right to charge me!