International roaming issues

[Robpelu]

Just spent an hour and 12 minutes on the phone with Verizon technical specialist as my phone has  no service in Italy. After attempts at troubleshooting was advised that there is an issue with all international roaming on Verizon at this time. Can anyone confirm whether this is accurate. 

[cambridgema]

I have the 30 day international plan, which I have used before in Sri Lanka with exactly the same phone. When I arrived in the country, I got the text message welcoming me to Sri Lanka. But  I cannot make any calls -- I get "call failed". I had no problem on previous trips with the same plan. I can receive and send texts.

I only tried the wi fi calling as a way to try to get around the failure of my international plan to work.  I now understand that that has to be activated in the US.  That is not my problem.

In settings, it says that my network selection is Hutch, which is the company that sent me the welcoming text to the country.

[vzw_customer_support]

@cambridgema  wrote:

I have the 30 day international plan, which I have used before in Sri Lanka with exactly the same phone. When I arrived in the country, I got the text message welcoming me to Sri Lanka. But  I cannot make any calls -- I get "call failed". I had no problem on previous trips with the same plan. I can receive and send texts.

I only tried the wi fi calling as a way to try to get around the failure of my international plan to work.  I now understand that that has to be activated in the US.  That is not my problem.

In settings, it says that my network selection is Hutch, which is the company that sent me the welcoming text to the country.

cambridgema, thanks for sharing those details with me At the moment, not seeing anything confirming any issue with international services in Sri Lanka. Now I checked on providers in Sri Lanka and besides Hutch other possibilities include Dialog Aziata and Mobitel. These are also options you could try connecting too. If you need help with manually selecting the carrier, let me know your phone model and I can get those steps. 

-John

[cambridgema]

I switched to Dialog and was able to make a call.  Thank you for the help. Apparently the problem is with Hutch.

[Paverbart]

My daughter is currently in Iceland with the 30 day International plan and experienced the same issue today.  Is there any process I can walk her through to get her cellular service running again?

[vzw_customer_support]

Hey there, Paverbart, we know it's important for your daughter to keep in touch while she's traveling! Is she running into an issue with seeing "no service"? If she has not picked up service at all since being overseas, I would recommend making sure roaming is turned on in her settings. We are available to help if she could please reach out to us. From her Verizon cell, please call 1 908-559-4899. Or from a local number, 00 800-50050099 and we can further assist.

-Lauren

[losimig]

We have two phones with Verizon and both have repeatedly and consistently been dropping cellular connections while in Mexico. We signed up for the international plan and turned on roaming. We did not change anything with our phones and the problem is ongoing. I tried manually selecting different cell networks with the same results. Using wi-fi is not a solution because we need to be able to find each other while moving around Mexico City. 

[vzw_customer_support]

@losimig  wrote: We have two phones with Verizon and both have repeatedly and consistently been dropping cellular connections while in Mexico. We signed up for the international plan and turned on roaming. We did not change anything with our phones and the problem is ongoing. I tried manually selecting different cell networks with the same results. Using wi-fi is not a solution because we need to be able to find each other while moving around Mexico City. 

losimig, outside those issues I hope your Mexico trip has been going well. 

I’m sorry you’ve been having trouble with those connection issues while traveling. Based on what you shared, you’ve checked things well there looking at the data, international providers, and trying to manually select one. If you’re still having issues after checking those items, I highly recommend reaching out to our Global Support Team at 908-559-4899. 

They are available Monday through Friday from 9:00AM - 6:00PM Eastern Time. They can verify the account with you, and do further troubleshooting with you. 

-John

[Nilsa_VZ · Accepted solution]

Verizon was aware of an international third-party communications provider having issues with voice and data connections with U.S. based customers traveling overseas at the end of June. The issues have been fixed and impacted customers have received notifications from Verizon.

If you have an issue like this while traveling, we recommend using Wi-Fi when available. If you had previously activated Wi-Fi Calling back in the United States, that feature can be used as well in the meantime: https://www.verizon.com/support/wifi-calling-faqs/.

We appreciate your patience and understanding, and thank you for using Community Forums to lift your feedback and experience.