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Verizon Iphone 8 not working in Canada when trip planner says it will
ACurell
Member

Hello,

I frequently have to travel to Canada for work, and I have a plan with Canada/Mexico service included. I have gone through all the recommended settings, I have taken SIM card out and put back in, every single thing imaginable. I literally spent hours in conversations with several Verizon reps to try to figure it out and they even finally transferred me to the Global Roaming Service Desk. That persons response was that I need to get a SIM card from one of the local service providers in Canada.

Well in order to do that, you have to purchase one of their plans. And thats what I ended up having to do because I was desperate and missing important company phone calls. I don't understand why Verizon would advertise this on their trip planner and tell me that my plan includes coverage there, and then tell me after the fact, that I need a different SIM card. How many people does this happen to? There needs to be a fix to this. I have to go back in a few days and its unacceptable to see this on their website when I know its not true.

Labels (1)
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Re: Verizon Iphone 8 not working in Canada when trip planner says it will
boringusername
Sr. Member

you didn't need a different SIM

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Re: Verizon Iphone 8 not working in Canada when trip planner says it will
glitchedpixel
Sr. Member

Something wasn't configured correctly. You only need a different sim if you're intending to use another carrier.

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Re: Verizon Iphone 8 not working in Canada when trip planner says it will
vzw_customer_support
Customer Support

ACurell, I understand your concern when it comes to being able to use your device while in Canada. The good news is the iPhone 8 is available to be used in Canada. My goal to get to the bottom of this for you. Where exactly in Canada are you experiencing issues? What happens when you try to use your device? Are you aware of other Verizon customers in the same area experiencing this issue? Justin_VZW
Follow us on TWITTER @VZWSupport
If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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Re: Verizon Iphone 8 not working in Canada when trip planner says it will
ACurell
Member

Glitchedpixel, theres no question you're correct, I just now got back to Canada, but this time I brought my cellular-capable iPad. Consistent 4 bars of service on the iPad, while my phone right next to it is searching for service. My best bet would be to call apple maybe?

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Re: Verizon Iphone 8 not working in Canada when trip planner says it will
ACurell
Member

Ive tried to use the phone in Toronto, Halifax, and St. Johns. I just got to Halifax today and my ipad has full bars of service, but my phone is searching.

Every once in a while, the phone will catch full bars of service with any of the local carriers, but then it usually drops down and back to searching within a minute. Then 10-15 minutes later, it will find full service with a different carrier and hold that for maybe a minute. And it continues to do that. Definitely something weird with the phone, if my iPad, which is on the same plan, is getting good signal.

I don't know of any other customers with this exact problem, but if you google it, you'll see a lot of cases where customers are having similar problems, but very rarely do they ever say how they fixed it

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Re: Verizon Iphone 8 not working in Canada when trip planner says it will
vzw_customer_support
Customer Support

ACurell, it is tough to travel when your phone does not have service. Good news is that the tablet's service is working. We will need to take a closer look at your iPhone's Roaming settings and make sure they are set up correctly. Please go to Settings > Cellular >Cellular Data Options > Roaming > make sure Voice and Data Roaming are ON. Restart the phone and allow up to 5 minutes for the phone to connect to local towers and test the service. If the issue continues, go to Settings > Carrier > Turn OFF Automatic and wait 2 minutes for the carrier list to populate. Select a different carrier from the network list and test the service.

Victor_VZW
Follow us on TWITTER @VZWSupport
If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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Re: Verizon Iphone 8 not working in Canada when trip planner says it will
reggiepv
Member

The directions regarding Settings->Carrier sound great.  The only problem is my iPhone 8 does not have Settings->Carrier
I have Settings->General->About->Carrier, but there is no option there to turn off automatic

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Re: Verizon Iphone 8 not working in Canada when trip planner says it will
vzw_customer_support
Customer Support

reggiepv, we found a web page https://www.verizon.com/support/knowledge-base-212894/ that may help. We also recommend ensuring the roaming settings are on as shown on the following link https://www.verizon.com/support/knowledge-base-206810/. We hope this information helps. 

-David

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