03-11-2023 09:19 AM
Im located in the USA. I'm on the "Visible+" package.
While I was in Canada this past week, I could make/receive calls just fine. I could not access data. I have a moto g 5g, and there is absolutely nowhere to turn roaming on or off. My question is this device actually capable?
I was chatting with support and they seemed to think it should have been.
On the phone
I got a system notification that said :
"Lost mobile data connection"
Data roaming is turned off. Tap to turn on
Tapping this notification would take me to "Network & Internet" settings.. Nowhere to be found was a roaming option.
03-11-2023 12:13 PM - edited 03-11-2023 12:17 PM
Not sure if it is the same on your phone but on my Motorola G Power(2022) when in settings and when you tap on network and internet, once in there tap on mobile network, there should be the option there to turn on and off roaming. Hope this helps.
03-11-2023 03:20 PM
That's exactly where I go, but it's not there. Thanks though
03-11-2023 05:12 PM
Sorry that didn't work. I did just look up your model phone and that is the steps to get to the roaming on/off. Not sure why it isn't there.
03-12-2023 06:04 AM
So I'm thinking it's an issue on Visible's end. I put a Verizon sim card in, and the roaming option is there
Anyway to open a case with them?
03-12-2023 09:00 AM - edited 03-12-2023 09:02 AM
After reading your original post again it seems odd you had phone and text but not data. I would think roaming had to be on then so it doesn't make sense that data wouldn't work and say to turn on roaming. I am totally guessing but think the SIM maybe was programmed to deactivated that option.
You would need to get a hold of customer service again and explain it all over again and hope you get an agent that can fix the issue. If you don't want to wait in line on chat you message them on Facebook messenger and get back to them at your convenience. I usually get a response within a few minutes to 45 minutes. The icon/link can be found in the bottom righthand corner of this page. Twitter messaging is also an option but I have not had any luck their, that icon can be found below also.
03-12-2023 05:45 PM
So I talked with customer service and they claimed they've turned roaming always on within the SIM layer of things. Not sure why they couldn't do this while I was physically in Canada. The only way to test, is the next time I'm there.
Thanks for all the help
04-04-2023 04:17 PM
Well LoadedNT, I am in Canada right now and have a moto g 5G and have found the same issue. No option to turn data roaming on or off. Roaming isn't even mentioned. Seems that they've misconfigured the SIM cards. Mine is just a few days old.
Settings > Network & Internet > Mobile network (says Visible, though I'm on Telus) > Mobile data "Access data using mobile network" Switched ON / Automatically select network (2nd Switch) / Allow 2G (3rd Switch).
BTW: Wi-Fi calling is also inoperative on this phone, no matter where I'm located.
Visible has done a very poor job of rolling this 'better, improved' network out, as evidenced by the number of complaints.
04-04-2023 04:35 PM
Same exact issue, even down to the WiFi calling.
At one point I was able to get somebody in customer service to turn my SIM to always have roaming on. Unfortunately it was after I had already returned home, so I never confirmed if it worked
04-04-2023 05:07 PM
@LnT, Did you receive a new SIM, or can they modify the nanoSIM remotely?
Wonder if they can fix the "no Wi-Fi calling" problem?
Did you get the representative's name that fixed the SIM?
04-04-2023 05:35 PM
It's something they did remotely. I did not get a name. My wifi can't still does not work
04-14-2023 06:35 PM
RE: Roaming data in Canada, and Wi-Fi calling - with moto g 5G
Don't expect anything to change next time you're in Canada.
I'm on a chat with Theo at Visible, he did some SIM voodoo, but no change to the phone.
His reply so far is that Motorola needs to update the software in the phone.
So: it's not their fault! But they will do more research. They have a ticket for my issue: 05180595. If you want to reference it and bump things up - be my guest.
04-15-2023 11:22 AM
Is it not their fault though? Like I said above, as soon as I pop a Verizon sim card in, the roaming option appears. Maybe that a manufacturer thing, but seems like a carrier issue.
04-15-2023 12:46 PM
Oh, so right. I overlooked that comment this past week.
Next time that you can put in the other SIM and you're in Canada, could you take an extended screenshot of the "Mobile network" Settings page?
04-17-2023 12:47 PM
Absolutely. I have no immediate plans to return, but when I do, I'll do some messing around.
Honestly it will be the make or break for my future with Visible
04-22-2023 06:48 PM
New SIM in my moto g 5G, and I'm back in Canada -- but no change.
A big waste of time and travel because of the poor FedEx service.
Back to the 'chat' to reiterate my complaint and spell it all out for another Visible representative.
a month ago
Not to let this thread lay dormant -- I had a lengthy phone conversation with Jeff, a specialist of sorts.
He tried some magic from his side, no effect. He then had me delete the Visible App after removing my SIM, power down/up and replace the SIM and reinstall the App - still no effect.
He talked to a supervisor and wrote a lengthy report while we spoke.
Then Visible sent an email consisting of a 'case update', from Daniel, who has it wrong:
"... issue you’re experiencing with slow data service in Canada."
I got back into a chat with Pavan and had that incorrect summary corrected: I have NO data service in Canada.
a month ago
They had me do the "uninstall app" thing. Why would that matter at all?? So silly
How did you get somebody on the phone?
a month ago
After enough chats, with them apologizing and me politely asking them to get this problem fixed - and a new SIM with no resolve - someone calls me out of the blue.
Of course I'm not at home, no easy Wi-Fi access and no time to mess with it on their timetable, so he calls me back when I'm home. Smartly he asks for a different number as the phone in question will get powered down, etc.
I've amassed 18 pages of chats and an email reply. Many times I've asked them to look into the SIM programming as the cause, but they are attacking the phone with simplistic solutions.
3 weeks ago
Unexpectedly, last night while in downtown Vancouver, the phone is correctly using roaming data. No phone/Android updates have occurred. I'm fearful of power cycling the phone, but will likely do this in the future.
Sorry but I cannot upload my phone's screenshots from Settings / Network & Internet / Mobile network -- Before & After. The After page (with the "Mobile data" switch followed by a "Roaming" switch) is not easily accessible through this simple path (as it should be). A settings search for "data" then selecting "Mobile data" finds it.
3 weeks ago
That's awesome. No change my phone. Wonder if you can find out what was done on Visible's end
3 weeks ago
Small chance of that. But I will still communicate with them -- regarding my Wi-Fi calling issue, as that hasn't been fixed. I will ask what they think happened when I check in with them.
The "techs" on a chat have little information at hand, they don't even understand an ongoing service case. I would get an email shortly after a complaint chat that would say: "We have great news: your case is now resolved and your account is showing under Active Status! Here, you simply need to Power Cycle Device and you are all set to get started."
The result every time would be that nothing had changed. This change in my phone came 5 days after they last communicated that it was fixed. Doubtful that they did anything during that time.
I also need to update that I cannot find the "Roaming" switch in my Settings for Mobile network. It is now gone no matter how I look to find that settings page. Good thing is that after a reboot it still has roaming data here in Vancouver B.C.
3 weeks ago
So weird. I'm half tempted to take a quick drive over the border just to test mine. As for the WiFi calling, is this something else you've been working on with them?
Visible's support is just frustrating. Half the time they didn't even know international roaming was a thing
3 weeks ago
Yes, I have always kept both issues in the same case/ticket, and bring it up every time.
BTW: If you 'cross over' -- last time I did this, I turned my phone off before travelling. That was the afternoon of the same day that I saw it working around 7PM. I didn't leave the phone off that whole time, just the 45 minutes until I got to my destination.
Still working this morning, the swipe-down (twice) Quick Settings Menu for Internet says "Rogers Wireless, Roaming -- 5G" (whenever Wi-Fi is off or unavailable).