No phone or text service while in Philippines with International plan

Question

I have been unsuccessfully trying for 5 days to reach Verizon about inability to send or receive texts and calls. I can’t call Verizon due to no phone service. The Ai chat bot will not connect me to live representative unless I sign in and receive 2-step verification code which I’m unable to receive since I’m not receiving texts.  I’ve sent online messages by creating a case, and no response from Verizon.  I am VERY frustrated.

The issue isn’t that I’m doing something wrong.  I’ve checked all settings and doing the exact same steps that I’ve performed the past 5 years when I made this same annual trip. I’ve been a Verizon customer almost 20 years… but I will be switching service providers when I return to the USA.  All bank, credit card and other important accounts require 2-step verification codes sent to my phone, but my phone isn’t sending me the texts.  I have an 84 year old mother in poor health and currently in a nursing facility.  I am worried that they may try to call me about my mother’s health. Very frustrating and puss poor customer service by Verizon.

Verizon…. you have my email address which is tied to “My Verizon” account.  Will someone please contact me via email and assist with resolving this no international service issue that I need assistance to resolve…???

Jeff

SynthpopAddict · Accepted Answer

Hi, I'm guessing you are postpaid, if you've made this trip to the Philippines several times in the past and didn't have any problems.  Have you tried switching to a different available network on your phone, as it may be connected to whatever network has the strongest signal...but if that network doesn't have an interconnection agreement with Verizon, then you will get no service with it.

Another possibility is the Filipino carrier does not have 5G, or maybe they don't even have 4G LTE, and are still going on 3G or something even older.  With all US cell phones being designed for 4G/5G usage due to all US carriers not having anything else in their networks, you'd have to try enabling 3G on your phone if at all possible to see if that fixes your call/text issue and make sure your texting app uses only SMS format, as RCS and other forms of encrypted texting won't work on older wireless technology.

If all else fails, find a landline (this only works for landline phones) and call International Services Support at the toll-free number for the Philippines:

00 800-50050099