Can't connect to 'Three' in USA

[oishiidesu]

I just received an email from Three saying that I need to use some credit by Feb 25 or my plan will be closed.

However, I am currently in the USA and my phone with the Three SIM won't connect to any network here. I can't log into my Three account online as I can't verify it using my phone.  I tried the "Get in touch" link on the email, but I keep getting taken around in circles on the website with no apparent way to contact someone at Three to explain the problem.

Anyone have any ideas?

[oishiidesu]

Makes sense, thank you!

[JonathanB]

Hi @oishiidesu,

Sorry to hear about this. Our article on 4G Calling Abroad may help with some tips on connecting in countries like the US where 3G has been decommissioned. 

If you still need to get in touch, you should normally be able to open a chat from our Contact us page here. Please let me know if you're still having trouble with this though.

Thanks,
Jonathan

[oishiidesu]

Hi Jonathan

Thank you for your reply. I checked the '4G calling' link you provided but no luck as the menu descriptions don't correspond to my device.

I have a Motorola Moto E(20?) with Android 10. Wifi works fine and with a local SIM inserted the phone connects fine to ATT.

The Network settings show: 'Mobile network 3', 'Preferred network 4G/3G/2G', and 'Automatically select network'. For the past few months the 3 network icon shows an 'X' on the lower right corner of the triangle and it cannot send or receive calls and texts. The SIM status shows: 'Disconnected', and 'Out of service'.  Perhaps I've been excommunicated?

I guess I'll try the chat next.

Thank you

[JonathanB]

Hi @oishiidesu,

Please let me know how you get on if you chat with the team. One other suggestion would be to change the setting you mentioned: 'Automatically select network'. Whilst roaming, if this is set to Manual instead, you can attempt to connect to alternative providers.

Automatic selection is generally fine, but I've seen the odd situation where an alternative network selection will give a better signal, or help restore either calling or data services, for example if the local provider is having a fault, or if your SIM has been out of use for a while this may prompt it to resync with the network.

Thanks,
Jonathan

[oishiidesu]

Hi Jonathan,

Thank you for your followup.

I tried your manual network selection suggestion and it came up with 4 options (AT&T, T-Mobile, Verizon, 313100), but each one responded "Couldn't connect".

Unfortunately, the "Chat" seems to be an automated digital assistant that handles only a limited number of 'issue' options. It did not seem to 'understand' my problem, and took me round in circles, referring me to online help pages that don't cover my issue, telling me to login to my account (which I can't do with the phone not working), or suggesting I buy a Data pack. I could not find a way to contact a live person at '3' to explain my (apparently unusual) network problem.

[PeteG]

To confirm, is it a Pay as You Go SIM you're using? If so, when did you arrive in USA? And did you initially have the SIM connected when you arrived there?

Pete. 

[oishiidesu]

Yes, a Pay As You Go SIM which I have had for about 10 years. It always worked fine in the USA (and UK) up until some months ago (maybe it caught covid 🙂). I travel between the USA and UK frequently so I also have a USA SIM that works on both sides of the pond.

[oishiidesu]

Another thing I've noticed, very occasionally, the Network triangle icon shows "R" in the top left corner of the icon and the "X" on the lower right disappears. Then it switches back to the "X" after a few seconds or minutes.

[PeteG]

When was the last time you used the SIM in the UK? 

Pete.