Service issues while traveling internationally

Troubleshoot service problems while traveling internationally. If you're traveling abroad or on a cruise ship, we can help if your mobile device suddenly has no signal or the screen shows error messages.

 

 

No Service

First, try powering down your mobile device, wait about 10 seconds, and turn it back on. Yes, this simple action will sometimes get your mobile device working properly again. (If you need help performing specific actions on your mobile device, check the how-to guides for your device on the Phones page.)

 

If turning your mobile device off and on again didn't work, try the troubleshooting steps listed further down this page. Before you try those steps, make sure of the following:

  • Is service available in the country you're visiting or the cruise you're on? Check now.
  • Is international roaming blocked on My T-Mobile? Check now.
  • Remove any shell, case, or skin that you might have on your mobile device.
  • Check to see if your mobile device has the latest software version.
  • Airplane mode has to be off.
  • Wi-Fi should be off.

 

 

Can't make or receive calls

  1. Make sure there's service in the country you're visiting or the cruise ship you're on. Check now.
  2. If you haven't done so already, turn your device off, wait 5 seconds, and then turn your device back on.
  3. Check to see if you have a signal. If you don't have a signal, try manually searching for and connecting to a carrier's network within the country you're visiting.
  4. Once you're connected to a network, try making a mobile device call to a number that you know works (or have someone call you).
  5. If you're still having an issue making or receiving a call, contact us.

 

 

Can't send or receive text messages

  1. Make sure of the following:
    • There's service in the country you're visiting or the cruise ship you're on. Check now.
    • Your mobile device has a signal and you see the carrier's network name on your screen.
    • Wi-Fi is off.
    • You can make and receive calls.
  2. If you haven't done so already, turn your device off, wait 5 seconds, and then turn your device back on.
  3. When your device comes on, try sending yourself a text message.
  4. If you're still having an issue, contact us.

 

Can't use data

  1. If you have an Android device, make sure Data Roaming is turned on.
  2. If you haven't done so already, turn your device off, wait 5 seconds, and then turn your device back on.
  3. Retest the issue and keep troubleshooting if you're still experiencing this issue.
  4. Dial #766# and send the call—this will turn on data roaming. If you want to turn off data roaming after troubleshooting, dial #763#.
  5. Retest the issue and keep troubleshooting if you're still experiencing this issue.
  6. If you're still having this issue, contact us.