Roaming issue after new Moto G7 phone

[tpoff]

Hi,
I had ST (AT&T) with a Moto G3. All worked fine. I recently purchased an ST Moto G7. When I activated and retired the old phone the G7 phone registered me with ST using Verizon. It all works fine in Frederick County MD and Eastward toward Washington DC and Baltimore. If I go west to Washington County MD. The phone asks for a roaming pin to make calls and will not receive calls. My wife's ST Moto G6 on Verizon works fine in the same area. My new G7 has never worked in Washington County MD (always wants roaming code).

I tried contacting ST chat support after a script of questions was told to call them the next time I had the issue in the Washington County area. Since the phone will not let me make calls without a roaming code this would be pretty challenging! I have a case number if that would help? I'd like to believe this issue could be escalated to someone smarter than the standard ST agent I had on the chat.

Thanks

[ST - Larry]

Hi tpoff. I'm Straight Talk Larry. I apologize for the inconvenience. We'll review your account and investigate if your phone is properly provisioned in the system. For further assistance, please check your forum inbox for a message. Click on "New Messages" beside User Control Panel to view your forum inbox. You may also text the key word HELP to 611611 to view our self-service menu with a list of help key words with valuable information. Thank you.

[tpoff]

ST Larry,

I'm still unable to use the Moto G7 on ST (Verizon) in zip codes 21740, 21795 and others near Hagerstown MD. My wife's ST Moto G6 using ST (Verizon) works fine setting beside my phone in numerous locations. After a long time with ST 1st and 2nd level support at 877-430-2355, while in the Hagerstown area, I was told ST could not provide me cell service in those zip codes and there was nothing that could be done. This is crazy! To make it simple, I ask with a my phones home zip code being 21755 could I make an receive calls in the near by 21740 zip and the answer was "no it likely will not work"! I also ask with my ST Moto G7 XT1955DL could I be move to ST-AT&T service, since my previous ST Moto g3 worked fine in both areas, and I was told no my ST phone could not use AT&t. That doesn't seem correct with what Motorola indicates for the XT1955DL.

Please let me know with a home 21755 zip code, can I expect to use my phone in other Verizon coverage areas like 21740 and other? If not, I know I need to cancel ST service and find another provider.

Thanks,
TPoff

[tpoff]

Hi tpoff. I'm Straight Talk Larry. I apologize for the inconvenience. We'll review your account and investigate if your phone is properly provisioned in the system. For further assistance, please check your forum inbox for a message. Click on "New Messages" beside User Control Panel to view your forum inbox. You may also text the key word HELP to 611611 to view our self-service menu with a list of help key words with valuable information. Thank you.

Can I get and update on status on this. Issue remains and I've called and chatted with support but no fix or contact.