topic Re: US roaming in Get Support

US roaming

Nadinka — Tue, 04 Jan 2022 23:40:35 GMT

I have US roaming add on on my phone, but still can't place calls - system tells me I do not have one. What do I do?

Re: US roaming

Anonymous — Tue, 07 Aug 2018 14:54:46 GMT

@Nadinka, Did you check that the add-on shows up in your account? Did you go through the 2 step process to buy an add-on?

Re: US roaming

cappaj — Tue, 07 Aug 2018 14:55:12 GMT

@Nadinka wrote:
I have US roaming add on on my phone, but still can't place calls - system tells me I do not have one. What do I do?

Just to troublechoot - these conditions are listed in a footnote when I look at adding a US Roaming Add-On:

"US Roaming Talk Add-Ons require a Talk plan. Calls made to numbers starting with the following six-digit combinations are not included in U.S. Roaming talk Add-Ons or U.S. calling from Canada and will not be completed when dialed: 712-432, 605-562, 641-552, 605-475, 605-477, 712-775, 559-726"

Re: US roaming

ShawnC13 — Tue, 07 Aug 2018 14:55:27 GMT

@Nadinka wrote:
I have US roaming add on on my phone, but still can't place calls - system tells me I do not have one. What do I do?

When you made the purchase do you do the two step process? If it isn't working you should check your self-serve and see if the amount of your addon is still sitting in Available Funds. If it is you will need to go back in and re-purchse the addon. If you have done all of this you can try to manually select AT&T or T~Mobile as your network. Also make sure roaming is turned on in your phone settings.

Re: US roaming

cappaj — Tue, 07 Aug 2018 14:56:02 GMT

@Anonymous wrote:
@Nadinka, Did you check that the add-on shows up in your account? Did you go through the 2 step process to buy an add-on?

Is this the 2-step process you're talking about?

"Purchasing an Add-On? Be sure to:
1. Add funds to your account, if you don`t have sufficient funds 2. Go back to the Add-Ons page and select your Add-On."

Re: US roaming

pakmode — Tue, 07 Aug 2018 15:29:11 GMT

Let us know if you got it up and running OP.

Re: US roaming

Nadinka — Tue, 07 Aug 2018 16:30:25 GMT

Yes, it shows in my add-ons as 0 minutes used. I try calling 416 number and get "call can not be completed because your service does not include roaming add on, check your public mobile account"

I do have roaming turned on and data roaming (separate add on) is working just fine

Re: US roaming

Nadinka — Tue, 07 Aug 2018 16:31:28 GMT

I did, still doesn't work

Re: US roaming

Nadinka — Tue, 07 Aug 2018 16:32:25 GMT

I am calling 416 number, still no lack

Re: US roaming

will13am — Tue, 07 Aug 2018 17:09:46 GMT

Anyway, this is the two step process we are talking about.

https://productioncommunity.publicmobile.ca/t5/Plans-Add-Ons/HOWTO-Purchasing-Add-ons/td-p/198974

If the add on has been purchased properly, try rebooting the phone.

Re: US roaming

PJC — Tue, 07 Aug 2018 17:29:29 GMT

Have you tried restarting your phone? Are you dialing a +1 in front of the 416 number?

Re: US roaming

Nadinka — Tue, 07 Aug 2018 20:27:27 GMT

yes, I tried restarting phone and yes, I have +1 in front of the number. Plus no one is able to call me, goes straight to voice mail

Re: US roaming

Nadinka — Tue, 07 Aug 2018 20:29:14 GMT

yes, I did go through both steps and add-on shows in my account (0 minutes used at the moment)

Re: US roaming

Nadinka — Tue, 07 Aug 2018 20:31:26 GMT

Still having problems with it. It shows in the list of add-ons, but no one can call me and I can't call anyone

Re: US roaming

Anonymous — Tue, 07 Aug 2018 22:06:40 GMT

@Nadinka, have you sent a private message to the moderator team? If the problem is at the system level, they can get this resolved for you.

Click here to send the moderator team a private message. Their hours are: Mon-Fri 9AM-9PM(EST) & Sat/Sun 9AM-7:30PM(EST)
You can find information regarding the moderator team by following this link.

Re: US roaming

Nadinka — Wed, 08 Aug 2018 02:09:27 GMT

thank you! trying this now

Re: US roaming

Effort — Wed, 08 Aug 2018 02:47:18 GMT

As a temporary solution and if you need to call right away and have data/wifi, you can download a VOIP app called Talkatone. You'll need to register for a free number but after you do, you'll be able to call throughout US and Canada for free. That should bide you over until the moderators can assist with your roaming issue.

Re: US roaming

Nadinka — Wed, 08 Aug 2018 23:07:12 GMT

Moderators are not getting back to me. I am almost done with my visit and still not able to call or receive calls. I guess feature is not working and not worth paying for, just a waste of money....

Re: US roaming

Dunkman — Thu, 09 Aug 2018 03:28:59 GMT

@Nadinka

That is unfortunate. When the moderators do get hold of you, ask for a credit to your account. Moderators have been busy and taking 1-2 days to get back to customers.