Cellular data not working! Roaming not working!

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I'm a Participant Level 3 ranata
I'm a Participant Level 3

Cellular data not working! Roaming not working!

My cellular data and roaming not working most of the time. I'm missing on important calls and emails, can not use navigation... Why am I paying for the plan with data if I have no data?!!! Your tech support sucks - instead of help got a sales pitch to purchase new phone. Seriously?!!

Nothing wrong with my phone. And as I noticed lots of your customers having the same issue. 

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Message 1 of 22
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MVP
MVP

Re: Cellular data not working! Roaming not working!

Hello again,

 

  Thank you for the additional information!

 

  I'm glad to hear the LTE APN seems to help with cell data. Are you still having to reset the network settings on your phone, though? Have you considered testing your SIM in a different phone or testing a different SIM in your phone? Repeatedly changing SIMs could possibly damage the SIMs. If your SIM is damaged, replacing it might help.

 

  I understand you have been using Roam Mobility recently for your trips to the US. If you wish to use Fido Roam, you might consider testing your Fido SIM on your next trip. You could bring your Roam Mobility SIM for reassurance. If I remember correctly, you do not have to purchase usage in advance. If Fido Roam does not work, your could purchase Roam Mobility via Wifi at your destination.

 

  As previously mentioned, you might have to manually switch networks while in the US. Fido/Rogers coverage outside of Canada relies on the local infrastructure at the destination. The coverage of some providers might not be as extensive as others. In addition, it's possible a location might not get any coverage. You can get an idea of cellular coverage at your destination here.

 

  The moderators should be able to provide information regarding any possible roaming blocks via PM as that would require access to your account details.

 

Hope this helps :Smiley:

 

Cheers

 

 



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Message 11 of 22
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I'm a Participant Level 3 ranata
I'm a Participant Level 3

Re: Cellular data not working! Roaming not working!

Hi Cawtau,

 

I did not needed to reset networks  even once since changing APN to LTE. Cell data working just fine.

 

I did use different SIM card on my phone just to make sure that it wasn't my phone's fault, but it never crossed my mind that Fido SIM card could be damaged. I will definately check it.

 

I can not thank you enough for all your help!

 

On my next trip to US I will follow your wise advice and see how it will go with roaming. I will keep you posted. 

 

Once again thank you for your support and help!

 

One would think that any Fido moderator should be able to check if there is a roaming hold on my account... So far 5 hours of waiting, sending authorization form, waiting... and nothing. So pathetic!

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Message 12 of 22
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I'm a Contributor Level 1 tt13
I'm a Contributor Level 1

Re: Cellular data not working! Roaming not working!

I am having the same issue. The last several times I've traveled to Dallas Texas from Canada I've had no data despite troubleshooting with Fido representatives. I cycle phone and reset network settings over and over and all it does is makes it very difficult to keep re- learning the wifi networks. I always travel in on Sunday and when I call Fido they are usually closed. After explaining last week that they did not fix the issue there was no follow up whatsoever. I'm on a plane headed back. The company I work for has me doing Uber for transportation so I have to walk to radomr pizza shops etc and buy things to use the wifi to travel. Fido is really lazy and greedy. I can't wait for my contract to run out next month

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Message 13 of 22
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Moderator
Moderator

Re: Cellular data not working! Roaming not working!

Hey @tt13,

 

That's definitely not the experience we want you to have and we sure wouldn't want to see you go! We all rely extensively on our phones and we understand how important it is to be able to use your data while travelling!

 

I have a few questions to better understand the situation:

 

1. Are all your other services besides data working while roaming?

2. What phone model are you using?

3. Are you using a Non Fido phone? If yes, and your phone is LTE capable, have you made sure that you have right APN settings? They sould be ltemobile.apn and you can find how to check them here.

 

Let me know and we'll take it from there.

 

 



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Message 14 of 22
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I'm a Contributor Level 1 tt13
I'm a Contributor Level 1

Re: Cellular data not working! Roaming not working!

1. Texting often works.

2. Google Pixel

3. No

 

I'm not sure what is left to do as I've informed Fido of the issue last two trips state side and no changes.

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Message 15 of 22
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MVP
MVP

Re: Cellular data not working! Roaming not working!

Hello tt13,

 

  Had you tried to manually select the provider when you were in Dallas?

 


@Cawtau wrote:...  As previously mentioned, you might have to manually switch networks while in the US. Fido/Rogers coverage outside of Canada relies on the local infrastructure at the destination. The coverage of some providers might not be as extensive as others. In addition, it's possible a location might not get any coverage. You can get an idea of cellular coverage at your destination here..

  Fido/Rogers customers generally roam with AT&T or T-Mobile. There have been situations where one provider will work for voice and/or messages, but not necessarily for data. It all depends on your location(s) relative to the cellular towers as well as the bands/frequencies available at those cellular towers.

 

**edit** If the issue is related to the local infrastructure, there might not be much Fido/Rogers can do to improve the situation. In addition, it's possible the issue might still exist with a different Canadian provider.**

 

Hope this helps :Smiley:

 

Cheers



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Message 16 of 22
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I'm a Contributor Level 1 tt13
I'm a Contributor Level 1

Re: Cellular data not working! Roaming not working!

Not possible. Set to automatic. When I turn of auto it just searches indefinitely. I've explained.

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Message 17 of 22
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MVP
MVP

Re: Cellular data not working! Roaming not working!

Hello again,

 

  I apologise, but it wasn't mentioned in your earlier posts...

 

  To which provider was your phone connected? On what network (ie 2G, '3G', or LTE)? Is it possible there were no other suitable networks available at your location?

 

Cheers



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Message 18 of 22
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I'm a Participant Level 1 Al_Daigen
I'm a Participant Level 1

Re: Cellular data not working! Roaming not working!

I'm a new Fido customer jumping in to confirm that I have had these problems with data roaming in the US too. In Chicago, San Francisco and Buffalo--all major US centers where all major US carriers have dense cellular coverage--my Fido phone defaulted to ATT and gave me voice and text, but no data, In Buffalo I tried switching to Sprint and T-Mobile--still no data access. Tried network reset--did not help. Tried resetting phone to factory defaults--no help. Tried setting up APN for Fido LTE mobile--still no data.

 

My phone is a Google Pixel XL, purchased from Best Buy in Canada. Google tech support confirms that there is only one model of Google Pixel XL sold in North America, and that if a phone works in Canada, it should work in the US too.

 

I have already worked my way up Fido's tech support chain to the Office of the President and had had two conversations with my advisor there, Félicien, in an attempt to resolve this issue proactively before my trip to Buffalo. He was supposed to get back to me last Wednesday, April 24, 2019, the day before that trip, but he never did. I've left several messages since, and he has not returned my call yet.

 

I did a quick, informal survey of a number of Canadian friends attending the same event in Buffalo. One friend, a Telus customer with an Android phone, was data roaming on T-Mobile in Buffalo with no problems. Two other friends were Rogers customers with iPhones--one of them was data roaming without problems, while the other had no data.

 

I'm suspecting that Fido and Rogers have some dirty secret regarding US data roaming in general and US data roaming on LTE networks in particular--that there really are some unresolved technical or business issues between them and their US roaming partners, and that unless and until those problems are solved, they plan to just keep blaming the handset vendors and the US networks instead of cleaning up their own act.

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Message 19 of 22
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Moderator
Moderator

Re: Cellular data not working! Roaming not working!

Hello @Al_Daigen and welcome to the Community.

I can definitely understand that going to the US and not having access to your data couldn't be the best experience.


I can assure you that roaming works in the US for Fido and we don't have any known issue right now concerning this.

I would like to take a look at what was discussed so far on your account concerning this. 

I'm sending you a PM now, talk to you soon.



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