I am in Italy for my 25th anniversary. In May I was in Spain and although my iPhone 6s connected to the carriers and data roaming was on, I could only make voice calls - could not connect to the internet. I spent hours on the phone in Spain with Tmobile and finally the tech rep said it was probably a device issue and I could not get a resolution (my iPhone was purchased through Tmobile). Because of that problem, I called Tmobile before coming to Italy and the rep said to just call if there was an issue but there shouldn't be one in Italy. Unfortunately, I have spent most of my first hours in Italy on the phone with the same problem again. Nothing works, restarting, toggling data roaming on and off, switching carriers, reseting all settings. Last night I received a voice mail from Alex the tech rep that I need to do a master reset. Pretty sure I did that in May so probably won't work again. If anyone has any fixes or suggestions, please let me know.
Best answer by magenta5954887
@drnewcomb2- thanks for your suggestions. Went to Apple Firenze today and we solved the problem. Tmobile does not show APN in the settings. I purchased a Vodafone plan yesterday (which also did not work), but the Apple genius was able to view the APN and change the settings to allow the SIM card to work. When I asked him to please change the APN for the Tmobile SIM, he was unable to do so because Tmobile does not show APN in the settings. He worked with the phone for a while and found a Rakuten profile in my settings (I used a Rakuten SIM card on my last trip to Tokyo). He deleted the Rakuten profile and after doing so, my Tmobile SIM card finally worked. Apparently, the Rakuten profile was controlling the APN and we either had to manually change the APN or delete the Rakuen profile. I find it strange that my Tmobile worked in the US and Germany and not in Italy and Spain but it must be some kind of country specific issue. Anyway, now my Tmobile SIM and Vodafone SIM are both working. Thank goodness. Hopefully this post will help others who have similar issues because Tmobile Tech never even checked my APN.