All replies

• 

  Re: Won't connect in Denmark

  tmo_chris Jul 7, 2017 3:34 PM (in response to zenkaiaudio@gmail.com)

  • Member Since: Nov 19, 2011

  Thanks for taking the time to post to our support community! I am very sorry to hear that you are having troubles getting your phone up and running now that you are out of the country. It looks like you have done just about all that you could to do get the phone to connect on your end. When you spoke with our tech support teams, were they able to get a trouble ticket filed for you when they realized that all the troubleshooting was not working?
  • 

    Re: Won't connect in Denmark

    zenkaiaudio@gmail.com Jul 7, 2017 3:51 PM (in response to tmo_chris)

    • Member Since: Jul 7, 2017

    Yes, a guy named Carlos issued a ticket yesterday. Last I heard about an hour ago there was no news as to a solution and that it could be 72 hours before I know something. I'll be back in the US by then. I was wondering if anyone had experienced this and had a solution.
    • 

      Re: Won't connect in Denmark

      tmo_chris Jul 7, 2017 3:53 PM (in response to zenkaiaudio@gmail.com)

      • Member Since: Nov 19, 2011

      Oh okay, thanks for clarifying Typically international tickets we send up get looked at a bit quicker since the users are normally not traveling that long. I apologize that it is taking a bit longer than normal but we really appreciate your patience in all of this.
      • 

        Re: Won't connect in Denmark

        maxranzau Jan 2, 2018 2:22 PM (in response to tmo_chris)

        • Member Since: Jan 2, 2018

        Hi all, not sure if this is related yet I'm all of a sudden having problems getting any kind of data connection in Denmark with my US international plan and I'll be here until Jan 16th.

         

        First, it seems the only network which T-mobile is roaming with now is "Telenor DK" and while they offer normal cell coverage, there is zero data support with them. I believe that T-mobile has a roaming agreement with "3 DK". They aren't marked with a red X as being inaccessibly, however when I go and manually attempt to select 3 as network operator, after about 3 minutes of trying to register on their network I get the error: "Your SIM card does not allow a connection to this network" What gives?
        • 

          Re: Won't connect in Denmark

          tmo_chris Jan 2, 2018 3:09 PM (in response to maxranzau)

          • Member Since: Nov 19, 2011

          Hey there! Thanks for posting to the community! How long have you been in Denmark and what carrier were you connected to when data was working last? Have you had a chance to try using your data in other areas within Denmark? Our current roaming partners are Telenor A/S and Telia Nattjanster Norden AB and they both allow for data.

           

          Also, this might sound silly but do you think data roaming might have gotten accidentally turned off on your phone? What kind of phone do you have and what happens when you dial #RON# from your phones dialer?
          
          • 

            Re: Won't connect in Denmark

            maxranzau Jan 2, 2018 3:59 PM (in response to tmo_chris)

            • Member Since: Jan 2, 2018

            Hi Chris, Thanks for your speedy reply.

             

            I've been in Denmark on business almost every month since March, this time since Dec 16th.

            I noticed the lack of data on "Telenor DK" during my previous trip in November. Data used to work fine before, so I ignored it as a fluke on that trip, yet the lack of data services seems consistent now, Come to think of it, I am almost certain I was able to roam via "3 DK"

             

            It should be mentioned I was in Germany for a week before Dec 16th. While I can't recall for sure which operator I was using (I'm guessing T-Mobile DE) I did have data there. Back in the US data also works fine.

             

            Also, are you 100% sure about Telia? "Nettjanester Norden AB" sounds somewhat Swedish and I'm seeing a big red X next to "Telia DK" when I search for operators. Unless I'm mistaken that means no roaming agreement, right?

             

            Anyway, I googled around and found this roaming partner list from April, where "3 DK" was on: https://www.reddit.com/r/tmobile/comments/688cxm/tmobile_roaming_partner_list/ - Any idea why my SIM card now would prevent me from registering on their network?

             

            As for your other questions, which aren't silly at all - I have an HTC One M8 and I've verified for good measure that indeed roaming is on.

            #RON# tells me my int'l plan is good and enabled.

             

            Kinda running out of options here, short of a factory reset and I need to avoid doing that currently.

            Any other suggestions? Thinking perhaps some diagnostic app one could glean more information from..?

            I will be happy to work with your support team to resolve this issue, in the event it could be affecting other customers.

             

            Thanks,

            /Max R.
            • 

              Re: Won't connect in Denmark

              tmo_chris Jan 2, 2018 4:15 PM (in response to maxranzau)

              • Member Since: Nov 19, 2011

              Thanks for getting back with me. I was just looking at the roaming partner list for Denmark and those were the two carriers I saw. It is possible that in specific areas, you will be able to register with Telia and in some areas you won’t as you should be able to connect to Telenor. I do not think that a master reset is in order here as everything was fine in Germany. I think that there could be something going on with the Telenor network and we would need to get a service request opened for you so our engineers could address the problem.

              
              

              We will need to pull up your account in order to get this request filed so if you have a Facebook or Twitter account, please use the links in my signature to send a private message to our T-Force team. The will be able to pull up and securely verify your account as well as get the engineering service ticket filed for you.
              • 

                Re: Won't connect in Denmark

                maxranzau Jan 2, 2018 4:56 PM (in response to tmo_chris)

                • Member Since: Jan 2, 2018

                Hi Chris, Unfortunately I don't see any contact details in your signature. It displays as "Community ManagerT-Mobile Support is also on:" and then nothing. Your tmobile profile only reveals you are a fellow gamer   -Any chance you can hit me up on Linkedin?
                
                • 

                  Re: Won't connect in Denmark

                  tmo_chris Jan 4, 2018 8:07 AM (in response to maxranzau)

                  • Member Since: Nov 19, 2011

                  maxranzau

                  Oh man, so much gaming haha..... Sorry you couldn't see the links in my signature If you are replying via email, the links don't actually show up. Since we will still need to pull up your account, T-Force is going to be the best bet here. You can use these links to reach out to T-Force.

                   

                  https://www.facebook.com/TMobile/

                  T-Mobile Help (@TMobileHelp) | Twitter

                   

                  magenta3718376

                  Glad to hear you were able to get data on Telenor! The data speeds while in a Simple Global country are going to be comparable to 2G speeds but it is unlimited as long as you are on a Simple Choice plan or the T-Mobile One plan.
                  • 

                    Re: Won't connect in Denmark

                    maxranzau Jan 5, 2018 5:20 AM (in response to tmo_chris)

                    • Member Since: Jan 2, 2018

                    Hi Chris, contrary to Torben below I unfortunately still get no love (or rather, data) from the Telnor DK network. I only get regular cell services with them.

                    . In the interim I've started a ticket with T-mobile support, so let's see where it goes. Thanks for your help.

                     

                    /Max
                    • 

                      Re: Won't connect in Denmark

                      tmo_chris Jan 5, 2018 8:32 AM (in response to maxranzau)

                      • Member Since: Nov 19, 2011

                      Sorry Telnor didn't work out for you Please do keep us updated.
      • 

        Re: Won't connect in Denmark

        magenta4793917 Apr 30, 2018 3:03 PM (in response to tmo_chris)

        • Member Since: Apr 30, 2018

        Hi Chris,

        Could you help me to create a ticket, because looks like I have the same problem. I'm visiting Copenhagen for one and can't connect to any mobile network using my T Mobile simcard.
        • 

          Re: Won't connect in Denmark

          tmo_chris May 1, 2018 7:40 AM (in response to magenta4793917)

          • Member Since: Nov 19, 2011

          Hey magenta4793917

           

          We can take a look at what is going on here. Do you have a Facebook or Twitter account? If so, please use the links in my signature to message our T-Force team. They will be able to pull up your account and ensure that your account is properly provisioned to roam and open up the ticket if necessary.
  • 

    Re: Won't connect in Denmark

    ulrikchristiansen Jun 14, 2018 1:24 AM (in response to tmo_chris)

    • Member Since: Oct 2, 2017

    I am sorry but the T-Mobile One plan with the International add on feature is a joke and a rip off! I am in Denmark as well and having the same issue with snail speed data. Basically doing any social media, browsing the internet etc.is impossible. T-Mobile claims 4G speed all over the world, but then says they can't promise it. I have been on the phone with T-Mobile tech support as well as walking into a Danish Telenor shop, and each carrier claim issue lie with the other. I am pretty sure the local carrier deliberately slows down the data. In turn they can sell you a prepaid SIM of their own. T-Mobile needs to make sure they have iron clad deals with "partners" across the globe, before they sell international add on features with claims of 4G speeds. I tested my phone when it showed I had LTE network with 4 bars, and the download speed was 0.17 mps!!!!! Slower than the old fashioned dial up. And to make matters worse, most T-Mobile representatives you get on the phone have little clue about international roaming, data features and tech trouble shooting. You need to speak to a couple of senior advisors before getting anywhere. And if you get a call center in Asia, forget it. They don't even know where Denmark is.
    • 

      Re: Won't connect in Denmark

      drnewcomb2 Jun 14, 2018 5:35 AM (in response to ulrikchristiansen)

      • Member Since: Mar 9, 2014

      ulrikchristiansen wrote:

       

      ....And to make matters worse, most T-Mobile representatives you get on the phone have little clue about international roaming, data features and tech trouble shooting. You need to speak to a couple of senior advisors before getting anywhere. And if you get a call center in Asia, forget it. They don't even know where Denmark is.

       

      Are you calling the international roaming support line +1-505-998-3793?

      International roaming checklist
      • 

        Re: Won't connect in Denmark

        ulrikchristiansen Jun 14, 2018 6:24 AM (in response to drnewcomb2)

        • Member Since: Oct 2, 2017

        How is the support line different than senior tech support?
        • 

          Re: Won't connect in Denmark

          drnewcomb2 Jun 14, 2018 6:29 PM (in response to ulrikchristiansen)

          • Member Since: Mar 9, 2014

          I've never had to call them but they should have better answers to roaming issues than the off-shored first-level CSRs. Less wasted time.
• 

  Re: Won't connect in Denmark

  magenta3718376 Jan 3, 2018 2:06 AM (in response to zenkaiaudio@gmail.com)

  • Member Since: Jan 3, 2018

  Hi, finally got it to work after two hours. Support suggested "Telia Nattjanster" which will not work.

  The winner is "Telenor DK" with very poor speed but works for text messaging and maps

   

  Best of luck

  Torben
• 

  Re: Won't connect in Denmark

  jasben0917 Apr 6, 2018 1:18 PM (in response to zenkaiaudio@gmail.com)

  • Member Since: Apr 6, 2018

  I have two lines on my account.  One is being used by my fiance.  She is traveling in Denmark, but her phone all the sudden stopped working.  She was fine for one day but it stopped working.  Carrier she was on was Telenor DK, then she tried Telenor 3G DK, but neither works now.  She tried Telia and 3 DK, but they don't work or rarely get signal.  We bought this plan only because he had these international data features.  Please advise.

   

  Jason
  • 

    Re: Won't connect in Denmark

    drnewcomb2 Apr 6, 2018 2:07 PM (in response to jasben0917)

    • Member Since: Mar 9, 2014

    How long has she been abroad? Does her phone work on WIFi Calling?

    BTW. Tacking a question onto an answered thread is not a good way to get help. Once a thread is marked "answered" the T-Mobile employees may not check it for new activity.
• 

  Re: Won't connect in Denmark

  ulrikchristiansen Jun 14, 2018 1:24 AM (in response to zenkaiaudio@gmail.com)

  • Member Since: Oct 2, 2017

  I am sorry but the T-Mobile One plan with the International add on feature is a joke and a rip off! I am in Denmark as well and having the same issue with snail speed data. Basically doing any social media, browsing the internet etc.is impossible. T-Mobile claims 4G speed all over the world, but then says they can't promise it. I have been on the phone with T-Mobile tech support as well as walking into a Danish Telenor shop, and each carrier claim issue lie with the other. I am pretty sure the local carrier deliberately slows down the data. In turn they can sell you a prepaid SIM of their own. T-Mobile needs to make sure they have iron clad deals with "partners" across the globe, before they sell international add on features with claims of 4G speeds. I tested my phone when it showed I had LTE network with 4 bars, and the download speed was 0.17 mps!!!!! Slower than the old fashioned dial up. And to make matters worse, most T-Mobile representatives you get on the phone have little clue about international roaming, data features and tech trouble shooting. You need to speak to a couple of senior advisors before getting anywhere. And if you get a call center in Asia, forget it. They don't even know where Denmark is.