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Unable to use my phone in the USA!!!


Why am I unable to add a travel add on in the USA. Phone won't work. I tried to add the travel add on for calling and texting once I entered the USA. The phone would not work, the message across the screen was emergency calls only. Then I tried to go on the website to add it, but the phone would not keep an internet connection long enough to complete the process. I gave up and had no phone for my trip. My friend had no problem getting internet connection in the motel and no problem with her phone. She is with Telus and has an iphone. I am with Koodo and have a galaxy ace11. I am considering switching to a different provider if this is not a fixable issue.

14 replies

Userlevel 7
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Firstly, your friend with Telus uses the same network as you do (Telus owns Koodo). Is your network selection set to automatic? If you've manually chosen Koodo previously, then it will only look for a Koodo signal. You cannot use the internet on your phone to select an add-on if you aren't connected to a network. Since you haven't selected you add-on before you left Canada, you will have to make a call to customer service from an alternate phone:

Userlevel 6
Hey Kathleen, refer to link below for your earlier post on same issue. I'll ask again, maybe you for got to pay your bill? http://community.koodomobile.com/koodo/topics/phone-wont-work-in-the-usa
I tried going to the self serve, but it said to use the phone and text the add on code to add it, or go to the webpage from your phone. I was connected to the internet for a few minutes, was just about through the process and it disconnected. It kept doing that, so I gave up. Was going to call customer service, but online it says you have to pay if you get customer service to process the change to your account. At this point I was too pissed to do that. I should have called I guess. I love koodo other than this issue. I have been reading reviews of koodo and there seems to be alot of negative reviews. My tab will be paid off in January, so will be looking to upgrade my phone, so would like to stay with koodo if I was sure this wouldn't be an issue again.
Kathleen 101 wrote:

I tried going to the self serve, but it said to use the phone and text the add on code to add it,...

Network mode is set to automatic.
Kathleen 101 wrote:

I tried going to the self serve, but it said to use the phone and text the add on code to add it,...

I should have done the add on before I left, but only wanted the 3 day add on and needed it the 3 days I was in the US, so I didn't want it to start before I left.
Userlevel 6
I'd love to help but don't think I have all the info and I suspect that if only emergency calls were allowed, your services were disconnected because of payment. Hey, it happens to the best of us. Are you still in the USA? Can you log into your self serve account using your friends phone maybe? You may want to call and get your answers
My bill has never had a late payment. As soon as I re-entered Canada, it was working fine.
Userlevel 6
Kathleen 101 wrote:

My bill has never had a late payment. As soon as I re-entered Canada, it was working fine.

OK, and you're not on a spending limit, right? Because accounts with spending limit to my knowledge, can't roam. Your phone has no service in the US but service appears again when your back in Canada. I still think it's about your account and not the phone itself. Call in to sort this out and get your answers to why
Kathleen 101 wrote:

My bill has never had a late payment. As soon as I re-entered Canada, it was working fine.

no, not on a spending limit. I was wondering if there was an issue with the Galaxy Ace 11. I couldn't use my phone last year when I went to the usa either. I hadn't tried to add a roaming package then, but at that time I believe it was a pay per use thing going and I was going to use it, but again only got the Emergency Calls only message. And again as soon as I re-entered Canada, it worked fine.
Userlevel 6
Kathleen 101 wrote:

My bill has never had a late payment. As soon as I re-entered Canada, it was working fine.

Khaleila answered your other post on this, maybe that's what could have made your phone available for use in the US. If you travel often to the US, I'd get this sorted out by contacting customer service and not get 'stuck' a third time-:)
Kathleen 101 wrote:

My bill has never had a late payment. As soon as I re-entered Canada, it was working fine.

I also waited to add the add on for the USA until just before leaving only to find that I got the meg it was unable to do so and to call *611 however because it is after hours this was useless and now am about to board without having been able to add any kind of a plan
Kathleen 101 wrote:

My bill has never had a late payment. As soon as I re-entered Canada, it was working fine.

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Kathleen 101 wrote:

My bill has never had a late payment. As soon as I re-entered Canada, it was working fine.

try sending it here.
Userlevel 7
Kathleen 101 wrote:

My bill has never had a late payment. As soon as I re-entered Canada, it was working fine.

^^^^Spam

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