Can’t get roaming to work in USA

[IzzyFleur]

Hello, on Tuesday I called o2 (found a number on Google since none of their own websites have any useful info) and asked the best way to use my data in the USA. They gave me a bolt on for £2. That I’ll need to cancel once back home as I only need it while here. I’m now in the USA and it’s not working. I can’t get any internet and the signal is really bad too. The number I originally called on Tuesday is now redirecting me to topping up (I really just want to talk to a real person, and the chat function on the app and website is extremely poor). I need roaming for maps, Uber, online banking etc while here and can’t rely on WiFi for that. I’m literally a sitting duck out here, please help!

[Enlli]

The strength of signal will be down to the US network. Try doing a manual search and selecting another one

As far as data is concerned O2 limit speeds in the US to an unusable 0.5 mbps.

[Bambino]

@IzzyFleur If you need data you'll have to get a Pay & Go sim from AT&T or T-Mobile.

You can use Google maps offline: 

Download areas & navigate offline - Android - Google Maps Help

Download areas and navigate offline - iPhone & iPad - Google Maps Help

Plenty of free WiFi hotspots, but if you're using it in a public area be sure to use a VPN, particularly if you are using a banking app.

[IzzyFleur]

Can someone then tell me what point the bolt on is? What the f have I paid for? No one from o2 is getting back to me and I’ve already been stranded once because I couldn’t get an Uber! I’m only here till Sunday and just need this to work. Why is it so complicated?!?!

[MI5]

@IzzyFleur 

You need 4g calling to be enabled to use your phone in USA now. 

USA - Roaming with O2 

[Enlli]

@IzzyFleur This is a Community Forum comprising of customers like you, not O2  We can only offer advice.

Message O2 on
Facebook (https://o2uk.co/O2CFB) 
Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should may able to help you.

[IzzyFleur]

I get that and I appreciate your help, but if there’s no way to contact o2 then what’s the point? Every number I’ve tried has either put me into the top up line or hasn’t even rung through. When trying to find the chat facility to speak to a person you can’t find it and only get the really subpar ai. And every button and link you press on the app or website puts you in a perpetual circle of frustration. I need to speak to a human that works for o2 but can’t seem to. So they’ll be getting a very lengthy complaint when I get home. Had I known all this before I left I would have taken a sim etc from a provider that actually delivers. Rant over. For now. 

[Enlli]

@MI5 raised an important point about the need for 4G Calling. But I'm not sure that is enabled for PAYG customers. That may be the problem

I'm going to ask

@Chris_K can we check on this?

[MI5]

Yes, I think that is the problem @Enlli 

[Chris_K · Accepted solution]

Hey,

I know there's a lot of info getting passed about just now so just to try and simplify things, here goes...

If you're on Pay As You Go, then as mention above I believe 4G Calling is the problem. In the US, they have phased out 3G networks - and 4G itself is a data-only network technology that doesn't carry voice like 3G does. That being said, the only way to make calls over 4G is via the 4G Calling functionality (think of it as converting an analogue voice call to a digital signal that can then be transmitted via a data connection).

The only issue there is that currently, 4G Calling isn't possible on Pay As You Go. If or when that will change I can't say, but if you're on Pay As You Go then that's almost certainly the issue.

Another issue here is this £2 bolt-on you mention. Without seeing your account I've no idea what that will be - but it won't be for USA roaming, that's for sure.

O2 Travel Bolt-on

For our Pay Monthly customers going to USA, we recommend our O2 Travel bolt-on which costs £6/day for each day you use data, texts or calls while there. O2 Travel isn't available on Pay As You Go, however, and standard roaming rates will apply. Currently, the standard roaming rates (you can input your country here) for USA from a Pay As You Go number are:

Making calls	£2/min
Receiving calls	£2/min
Sending texts	50p/text
Using data	£7.20/MB

So, if you're on Pay As You Go then I believe you've likely run into both of these problems - you won't be able to make calls due to being on Pay As You Go which doesn't support 4G calling, and there's no bolt-on that'll work for you, so you'll be charged £7.20 per MB of data... It's feasible that whatever credit you did have has likely already been used up and thus, no more credit to actually use data.

If you're on Pay Monthly (sorry, assumed Pay As You Go as you mentioned the top-up line) then I believe there's possibly other things at play. Best thing to do here is to drop us a message via our Social Media channels so we can access your account and provide further support. You can contact us on Facebook Twitter or Instagram.