Troubleshoot mobile phone problems when travelling

Check coverage maps

Check our network maps to be sure that you’re in an area with coverage.

Restart your device

Restarting your phone causes its software to reload, which can fix some problems. To restart your device:

1. Remove the battery
2. Wait ten seconds
3. Reinsert the battery

Note: If your device does not have a removable battery, completely power off and restart the device.

Manually select your roaming network operator

Access the mobile network settings on your device to manually select your mobile network for roaming.

For Apple devices:

1. Select Settings
2. Select Carrier
3. Turn Automatic to off. Your phone will search for networks in range
4. Select the appropriate network for your device

For Android devices:

Please note that the steps below may vary slightly between different generations of devices.

For Samsung devices:

Important: You must deactivate data service prior to searching for an available network.

1. From the Home screen, select ➔ Settings ➔ Connections ➔ More networks ➔ Mobile networks
2. Select Network operators. All available networks are displayed, with the current network connection at the top of the list
3. Select Search networks to manually search for all networks
4. Select Select automatically to select a network connection
5. Select a network operator to manually register on that network

Note: Connecting to 2G and 3G networks slows the data transfer speed and takes more time.

For HTC devices:

1. From the home screen, access Device Settings
2. Under Wireless and Networks, select Mobile Data
3. Select an available network operator to manually register on the network

For LG devices:

1. From the home screen, access device settings
2. Select Tethering and Networks
3. Select Mobile Networks
4. Select Network operators
5. Select an available network operator to manually register on the network

For other Android devices, we recommend you view your device-specific instructions and download your device’s user guide to learn how to access your device’s network settings and manually select your network operator.

For BlackBerry 10 devices:

1. On the home screen, swipe down from the top of the screen
2. Select Settings > Network Connections > Mobile Network
3. If the Mobile Network switch is off, set it to On
4. Set the Network Selection Mode to Manual
5. When your device finishes scanning for networks, select a network

For other devices:

The procedure is specific to each device. We recommend you view your device-specific instructions and download your device’s user guide to learn how to access your device’s network settings and manually select your network operator. You can also check the manufacturer’s website for more information.