"You Are Roaming" Messages - Unable to make calls

"You Are Roaming" Messages - Unable to make calls

Postby stguy » Tue Nov 17, 2015 1:04 pm

I have a Samsung Galaxy SCH-i545 CDMA phone that I ported over to the straight talk network. Ever since I ported it over I am having an issue with roaming. When I am in certain locations, every time I'm there my phone will connect to a tower that will not allow me to make or receive any calls. When I try to make a call it plays me a message like "You are roaming. To purchase a pin number on the american roaming network press 1..."

I've called Straight Talk customer support on this issue several times, and each time they "reprogram" something on my phone and spend a half our to 45 min on the phone with them. The last time the operator had me go stand outside the building I was in and reboot my phone. It reconnected to the ST network. I asked him what he changed and he admitted that he didn't "reprogram" anything, he just had me reboot my phone. Every time I go into this building my phone gets on the "american roaming network" and when I leave the building, even though there is 4G verizon coverage outside the door, my phone will not leave the "american roaming network" until I reboot my phone or go in and out of airplane mode.

The weird thing is that when I search online, I don't seem to be finding others with this issue. Which makes me wonder if its particular to my phone, etc. I just don't understand why ST can't change the tower list in the phone to have it not connect to the "american roaming network". I would rather have no service on my phone that have it look like I have normal service and be unable to make a phone call.

I will add that sometimes when this happens it says "extended network" on the top of my phone and sometimes it all looks like normal.

This issue is really annoying and I'm thinking about switching from ST to another service if it cannot be resolved.
stguy
 
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Re: "You Are Roaming" Messages - Unable to make calls

Postby ST-Kurt » Tue Nov 17, 2015 1:07 pm

Hi stguy! We are sorry for this matter. I am Straight Talk Kurt. We need to take this issue offline so I can address it. I will contact you directly with a private message. Thanks!
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Re: "You Are Roaming" Messages - Unable to make calls

Postby stguy » Wed Nov 18, 2015 8:10 am

Had an online chat with a Straight Talk representative and had a similar experience as in the past. They wanted me to remove my sim card and put it in and reboot my phone... which i've done dozens of times and I know won't fix it. I was told "I cannot provide you a detailed resolution of this issue. Your account is well-programmed in our end."

I asked if there was any way to escalate the issue, and she told me she is going to escalate my issue to upper management. So, I'll see if I get any phone calls regarding the issue and a resolution. I will try to keep this thread updated in case others with this issue find it and hopefully sometime a resolution.
stguy
 
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Re: "You Are Roaming" Messages - Unable to make calls

Postby ST-Kurt » Thu Nov 19, 2015 9:04 am

Hi stguy! We can further help you by sending us a private message. Please send us a private message with your account information to check the account and fix the issue. Thank you.

Straight Talk Kurt
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Re: "You Are Roaming" Messages - Unable to make calls

Postby smitwale » Wed Nov 25, 2015 12:15 am

I am having the same problem. I just switched to ST from Verizon. I just traveled to a location that worked with verizon (although weak). Now I get the roaming message.
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Re: "You Are Roaming" Messages - Unable to make calls

Postby ST-Jean » Wed Nov 25, 2015 12:31 am

Hi smitwale! My name is Straight Talk Jean. We regret to know of your trouble. I will contact you directly with a private message. Thank you.
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Re: "You Are Roaming" Messages - Unable to make calls

Postby stguy » Fri Nov 27, 2015 11:41 am

ST-Kurt wrote:Hi stguy! We can further help you by sending us a private message. Please send us a private message with your account information to check the account and fix the issue. Thank you.

Straight Talk Kurt


Ok, so since I last contacted Straight Talk over a week ago and my name and number were given to "Upper Management" I have still had no response to my issue. I logged in and see that I have replies from ST-Kurt and ST-Jean telling me that they want me to send them a private message to fix the issue. Only, I've already sent them messages and called multiple times regarding this issue.

In the past week I found info on updating the roaming list on my phone by dialing *228 (I have a verizon branded galaxy S4). However, when I was in the locations that this happens for me this week I still got the "you are roaming" message.

Here is the transcript from my last chat when ST-Kurt told me to contact him over a week ago in case you're interested to see how my problem was "fixed"...


Janet: Good Day! My name is Janet. How can I help you?
Michael: Hello, I posted to the straight talk forum and ST-Kurt said we needed to chat about the issue I'm having
Janet: What seems to be your problem, Michael?
Michael: My phone keeps connecting to the American Roaming Network and I don't want it to
Janet: I see. Let me check your account. Please allow me one moment.
Michael: ok
Janet: What did you hear when you attempt to make a local call?
Michael: You are roaming. To purchase a pin number on the american roaming network please press 1...
Michael: I've had this issue several times, and called in about it several times and nobody seems to be able to anything about it, so i figured i would post on the forums and see if others experience the same issues, and if they have found a resolution.
Janet: Did you follow the 10-digit dialing pattern?
Michael: yes
Michael: like dialing a phone number right?
Janet: Yes, Michael.
Michael: This happens at certain locations... my phone connects to these towers instead of just not having service.
Janet: What is your current state and ZIP code?
Michael: Wisconsin #####
Janet: Please bear with me as I check further information on your account.
Michael: ok
Janet: What is your phone model?
Michael: Samsung Galaxy s4 SCH i545
Janet: Please take the SIM card out from the phone. Then, reinsert it. Turn on the phone and make a call. Let me know what happens.
Michael: I've done all of that before... it keeps re occcuring in these locations when I am there. I want to find out how to get my phone to not connect to the towers so I don't have to reboot it every time I'm there.
Michael: I'm not having the problem right at this moment, this is just an ongoing irritation over several months.
Janet: I cannot provide you a detailed resolution of this issue. Your account is well-programmed in our end.
Michael: As far as I understand it, my phone has a list of towers it will or will not connect to in it. It seems like it should be able to be setup to exclude the towers for the American Roaming Network so that my phone won't connect. I would rather have no service in these locations than have it look like I do and not be able to make a call.
Michael: Is there any way to escalate this support issue?
Janet: Yes, Michael. I will have to escalate this issue to the upper management. Please provide me with your complete name and contact phone number.
[03:47 PM] Michael: Thank you very much!! My name is _____ and my phone number is ___________
[03:47 PM] Janet: You are welcome. Is there anything else that I can assist you with?
[03:49 PM] Michael: No, you have been helpful. Have a good afternoon.
stguy
 
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Re: "You Are Roaming" Messages - Unable to make calls

Postby carissagloria » Mon Feb 08, 2016 12:13 pm

Did anyone get this problem fixed
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Re: "You Are Roaming" Messages - Unable to make calls

Postby carissagloria » Mon Feb 08, 2016 12:14 pm

Did anyone figure out why the phone says you are roaming please press 1 to purchase pin ???
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Re: "You Are Roaming" Messages - Unable to make calls

Postby ST-Kurt » Mon Feb 08, 2016 1:00 pm

Hi carissagloria! Our apology for the inconvenience. I am Straight Talk Kurt. We need to take this issue offline so I can address it. I will contact you directly with a private message. Thanks!
ST-Kurt
 
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