Service issues while traveling internationally

If you're traveling abroad and find you have no signal or are getting an error message, we can help! Use this information to troubleshoot service problems while roaming internationally or on a cruise ship.

 

General troubleshooting

Before getting into specifics, try these general steps to fix most issues. If you're not sure how to perform any of the specific actions listed on this page, check the how-to guides for your device on the Devices page.

 

  1. Try turning off your mobile device, wait about 10 seconds, and turn it back on. This simple action will often get everything working properly again.
  2. If turning it off and on again didn't work, make sure of the following:
    • Make sure Airplane mode is off.
    • Try removing any shell, case, or skin that you have on your device.
    • Is service available in the country you're visiting or the cruise you're on? Check now
    • Do you have international roaming blocking active on your line? Check now
  3. If those things still didn't work, check out the troubleshooting steps below for your specific situation.

 

Can't make or receive calls
  1. If you haven't done so already, turn your device off, wait 5 seconds, and then turn your device back on.
  2. 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.
  3. Once you're connected to a network, try making a call to a number that you know works (or try having someone call you).
  4. If you're still having trouble making or receiving calls, contact us through messaging or social platforms for help.
Can't send or receive text messages
  1. Make sure of the following:
    • Your mobile device has a signal.
    • 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 it still doesn't work, call our international roaming care number +1-505-998-3793 for help or contact us through messaging or social platforms.
Can't use data
  1. If you haven't done so already, turn your device off, wait 5 seconds, and then turn your device back on. Retest to see if it works now.
  2. If that doesn't work, dial #766# and send the call - this will turn on data roaming in case it is off. (If you want to turn off data roaming again later, dial #763#.)
  3. If it still doesn't work, call our international roaming care number +1-505-998-3793 for help or contact us through messaging or social platforms.