FAQs

Troubleshooting - Roaming

What is Roaming?
Roaming occurs when a subscriber of one wireless service provider uses the facilities of another wireless service provider. Your Telcel America phone will roam only if it is a GSM and is active with an Extended Nation plan.
How do I fix my roaming when I'm in Mexico?
If you are traveling between the US and Mexico, you need to power your phone off and back on in order to update your roaming capabilities. You must TURN ON the DATA ROAMING option on your phone. To do this, go to the CELLULAR or MOBILE NETWORK menu found in your phone SETTINGS.
Will my Telcel America phone Roam internationally?
Yes, but only if you have a GSM phone and it is active with an Extended Nation plan.
Why does my screen say RM/Roam?
You are outside of the Telcel America service Area Map. Please click here for the Service Area Map.
What should I do if my phone is always roaming?
If your phone displays "Roaming", please contact our Customer Care Center at 1-800-220-9518.
Why is my phone roaming?
Roaming occurs when a subscriber of one wireless service provider uses the facilities of another wireless service provider. If you are within the Telcel America Service Area Map and your telephone displays "Roaming", please contact our Customer Care Center at 1-800-220-9518.
Why do I get a roaming network message when I try to make a call?
You will receive this message if your phone is unable to roam and you are outside the Telcel America Service Area Map. To see the Telcel America Service Area Map, please click here.
Why are my wireless calls going directly to Voice Mail while I'm traveling outside of my home area?
You may have no signal or no service in that area. To see the Telcel America Service Area Map, please click here.
Will my Telcel America phone roam nationally?
No, your Telcel America phone won't roam, but you will be able to enjoy nationwide coverage on one of America's best networks, at the same price of a local call!


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