Service issues while traveling internationally

Troubleshoot service problems while traveling internationally or on a cruise ship. If you're abroad and find you suddenly have no signal or are getting an error message, we can help!

 

 

General troubleshooting

First, 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. (If you need help performing any of the specific actions listed on this page, check the how-to guides for your device on the Devices page.)

 

If turning it off and on again didn't work, we have more troubleshooting steps listed further down this page for your specific situation. 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 have on your device.
  • Make sure Airplane mode is off.
  • Check to see if your device has the latest software version.

 

 

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.

 

 

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, 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. Retest to see if it works now.
  3. If not, dial #766# and send the call - this will turn on data roaming. (If you want to turn off data roaming again later, dial #763#.)
  4. If it still doesn't work, contact us.