international data roaming add on not working in Japan

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  • Updated 9 months ago
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 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. 
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aic0201

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Posted 9 months ago

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Allan, Mobile Master

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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?
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aic0201

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I do have pay-per-use LD added, too. I get this when searching manually for a carrier: "error searching for network operators"
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BobTheElectrician

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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
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aic0201

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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?  
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Bernard, Official Rep

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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!  
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aic0201

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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. 
(Edited)
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Bernard, Official Rep

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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!:-) 
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aic0201

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

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