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No service abroad - Portugal


I got to Portugal and I can't get any network service.

Plan: simply prepaid with stateside international talk.

Phone: OnePlus 3 with all existing updates.

Phone is compatible: I was here last year and everything was fine.

Checklist (things I have tried already): reboot phone, remove and reinsert SIM card, manual/auto network registering, reboot again, check whether the phone gets service with another SIM card here (it does).

It has to be a network issue.

Any suggestion as to how to solve this? Need connection badly to receive messages.

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Best answer by tmo_chris 29 June 2018, 22:44

I think what is happening here is that you do not have the required feature on your account to allow international roaming. This is a $0 feature that can be added to your plan. This will allow your phone to connect to the international network but you must have additional funds on your account to call, sms, and MMS.

SMS is - $0.50 to send, $0.10 to receive

Picture/video messaging: $0.25 to send and receive

•Data roaming: not available with prepaid plans

Calls are $2.39/min.

Please Contact Us and our care teams can get this $0 feature added to your account if it was removed somehow.

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10 replies

Userlevel 5

Welcome to our Support Community, @magenta5296730​! You've come to the right place to find out why you're not able to connect to the network in Portugal after all of the troubleshooting steps you've already tried. When you traveled to Portugal last year, did you have the exact same plan? Our Simply Prepaid plans, even with Stateside International Talk & Text, do not include International roaming.

Userlevel 6

Hey there! Just wanted to take a minute to ask if you'd read over Amanda's reply above. Stateside International Talk is an awesome benefit that assists with international dialing while you're located in the US, but it doesn't provide international roaming. Is this the plan you were on when you took your trip?

That is a bit odd as I got different information from a store.

I am aware that the stateside is an option and not a plan and does not provide international roaming fares. I was however expecting that ​any ​plan would provide international roaming just at different rates - as is the standard in other countries.

In any case, yes, I did not change my plan and it seems quite amazing a plan does not allow for the possibility of receiving phone calls and text messages when abroad.

Userlevel 5

I think what is happening here is that you do not have the required feature on your account to allow international roaming. This is a $0 feature that can be added to your plan. This will allow your phone to connect to the international network but you must have additional funds on your account to call, sms, and MMS.

SMS is - $0.50 to send, $0.10 to receive

Picture/video messaging: $0.25 to send and receive

•Data roaming: not available with prepaid plans

Calls are $2.39/min.

Please Contact Us and our care teams can get this $0 feature added to your account if it was removed somehow.

Userlevel 5

Just checking in here to see how things are going. Did you still need help with this?

Hello Chris

I too had the same problem. Once I got to Portugal, the phone wouldn't even register on the network.

I don't actually need to make calls, sms, mms or use data as I have a Portuguese SIM card and another phone; but I DO need to know if someone calls me or texts me.

When I came back I checked on the store and on your support contact phone they said I need to use a PostPaid service.

But then on the store I confronted them with this page (https://www.t-mobile.com/pdfs/IntlCallingRates ) which they weren't aware of this policy

(personal note: maybe PrePaid International coverage should be cleared out within T-Mobile services as I none of the stores or support phone said I could use my T-Mobile PrePaid service, I had to go PostPaid).

The conclusion that we came to was indeed the same as you explain, I most likely need to put add extra funds to ensure that I am able to receive calls or SMS.

So, if I add extra funds (on top of the monthly prepaid ammount) do I need to do anything to enable this $0 feature on my plan as you explain?

Userlevel 4
Badge +9

Hey there! The best thing you can do is reach out to care, either by dialing 611 or reaching out to T-Force to have them check your account for the $0 feature.  They can add it if it is missing.

Thanks magentatechie,

Unfortunately the wait time in 611 is always high (50 minutes right now) and the callbacks that are made always hit when I'm not with cellular coverage (I'm really unlucky).

How do I reach out to T-Force?

Userlevel 5

If you have a Facebook or Twitter account, you can use the links in my signature to message our T-Force team.

Thanks Chris, just followed-up on Facebook

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