Droid problem with international roaming with PrePaid plan

Question

My daughter living in Canada has a droid mini, Android version 4.4.4 , SN TA6260T7CD, originally a Verizon assignment, then used in Canada with Virgin Mobil. I have recently purchased an AT&T PrePaid plan, structured to allow my family's 3 phones to function properly in both Canada and the US (we live on the Canadian border near Ontario, and back/forth travels are a common occurrence.

But despite hours of efforts by AT&T customer service techs, this droid phone will not work with any towers other than AT&T's - it performs properly with AT&T towers only, and so once the border is crossed and Canadian towers come into play, then it displays "no service", or words to that effect. The problem appears quite clearly - the droid phone is not set to enable roaming of any kind, this feature is not turned on. I believe this roaming feature was turned off/disabled by the techs at Virgin Mobil, unfortunately the AT&T techs have not yet been able to remedy this. So the Canadian tech's can properly deal with this phone, the American techs apparently not so..... Sad....

I have contacted Motorola tech service, they advise this feature on this droid cannot be enabled at the phone level, it can only be enabled by the provider, and so far no one in AT&T tech service has been able to accomplish this.

Is there anyone out there who has the tech knowledge to allow me to lead the AT&T techs to save my daughter's favorite phone for use with AT&T's PrePid plan?

ATTHelp · Accepted Answer

Hi @pigsinorbit!I understand how disconcerting it can be when a device will not connect to an international network. I am more than happy to help!You can definitely check the Network Mode Settings on this device. This enables you to switch between different network types:From the Home screen, tap the Apps icon (located at the bottom).From the Apps tab, tap Settings.Tap More.Tap Mobile networks.Tap Preferred network type.Tap the appropriate setting:GlobalThis is the preferred setting for most locations.LTE/CDMAThis setting should only be selected if you are experiencing service issues in locations that offer multiple network types and only LTE/CDMA is needed.GSM/UMTSThis setting should only be selected if you are experiencing service issues in locations that offer multiple network types and only GSM/UMTS is needed.The preferred international carrier is automatically selected.You can manually select an alternate carrier but it may require as many as 6 registration attempts with that carrier prior to a successful registration.Hope this helps! Have a wonderful day!Jenn, AT&T Community Specialist