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international data roaming add on not working in Japan


 I purchased international roaming add-on before I left for Japan by texting ALL40 to 7626, and I received text confirmation right away that the feature was active. Upon arrival in the destination country, I found that there was no service on my phone. Both international data roaming and international voice roaming are added when I went into my account online to check.  I have even messaged Koodo on its facebook page but there has been no answer to my question. Yes, I have data roaming on too on my phone. I restarted my phone a number of times but there is still no service. I tried searching for a network operator manually but I keep receiving an error message. I am frustrated now that it has been 2 days of no service since my arrival.  Is there any one from Koodo here that can resolve this issue?  Thank you. 

8 replies

Userlevel 7
Badge +4
Try adding the $0 Pay-Per-Use Intl Long Distance add-on. What kind of error message do you get when trying to manually select a carrier?
I do have pay-per-use LD added, too. I get this when searching manually for a carrier: "error searching for network operators"
Userlevel 7
Badge +4
Japan is really an odd-man-out when it comes to cellular frequencies. According to this Koodo web page, your phone has to support the 2100 band in Japan for data to work.

https://www.koodomobile.com/help/international-pay-use-roaming?_ga=2.96583071.1411097826.1504326585-...

www.willmyphonework.net

http://www.worldtimezone.com/gsm.html

Thank you for the information. I did google what my phone supports and found that for 3G network which is the only network supported by two carriers in Japan, my phone only supports "UMTS 850/1700/1900" and so it looks like it does not support 2100. So I am out of luck?  If I cannot use the add-on which I paid for, can I get a refund?  
Userlevel 7
Badge +4
aic0201 wrote:

Thank you for the information. I did google what my phone supports and found that for 3G network ...

Yes, just send us private message on Facebook and we will look at your account. Your next phone should be from us. 🙂 Those will work!  
aic0201 wrote:

Thank you for the information. I did google what my phone supports and found that for 3G network ...

Thanks, I have been sending private messages from Facebook but have not received any response so far. Could you look into that?

And I did get my phone from Koodo by the way but it obviously does not work in Japan. 
Userlevel 7
Badge +4
aic0201 wrote:

Thank you for the information. I did google what my phone supports and found that for 3G network ...

Really? That is strange. Ok, no worries. 

Yeah, we have tons of people inquiring about our promos back-to-school sales etc, so we are little behind. Don't worry though someone will get back to you albeit it might take some time right now. Enjoy your trip for now!:-) 
aic0201 wrote:

Thank you for the information. I did google what my phone supports and found that for 3G network ...

Okay I will be waiting patiently then. Thanks for letting me know. 

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