topic Re: Phone not working in Alaska, US in Get Support

Phone not working in Alaska, US

Cooled123456789 — Sat, 06 Aug 2022 04:57:32 GMT

I have been trouble trying to connect to the at&t network available where I am. My friends phone have connected but mine hasn't. It didn't connect automatically and when I tried to manually click on at&t it still failed to connect. Not sure what to try next. I already bought the US unlimited minutes and messages plan. If anyone has anything that could help me out please let me know.

Thanks for reading

Re: Phone not working in Alaska, US

Timer — Sat, 06 Aug 2022 05:01:00 GMT

@Cooled123456789

do you buy it Add-ons for US Roaming.

Re: Phone not working in Alaska, US

darlicious — Sat, 06 Aug 2022 05:04:31 GMT

@Cooled123456789

At&t has limited coverage in Alaska and T-Mobile has none. There is also no 3G network for the talk portion of your roaming add on. The best you can hope for is SMS texting to work. You can contact customer support for a credit of the talk portion of your add on. I will add a link so you can check for 4G LTE coverage in your area.

Edit:

Click on the map link and set it for 4G LTE coverage and zoom in on Alaska.

https://productioncommunity.publicmobile.ca/t5/Get-Support/US-Roaming-Add-ons-Decommissioning-of-US-3G-HSPA-Networks/td-p/843202

Re: Phone not working in Alaska, US

Cooled123456789 — Sat, 06 Aug 2022 05:03:36 GMT

I bought the bundle for talk and text from the webpage. Even downloaded the receipt

Re: Phone not working in Alaska, US

Timer — Sat, 06 Aug 2022 05:14:04 GMT

@Cooled123456789

contact to support team by private message CS_Agent to remove those add-ons,

Re: Phone not working in Alaska, US

darlicious — Sat, 06 Aug 2022 05:22:23 GMT

@Cooled123456789

Read my linked post to understand how US Roaming works and check for coverage. Alaska is not like the lower 48. There is limited coverage. Otherwise make sure roaming is enabled. Reboot. Manually select at&t and see if you can connect.

Edit:

Here's all of the 4G LTE coverage for Alaska except a tiny blip on the northern edge of the Arctic ocean for the city of...?

Re: Phone not working in Alaska, US

Timer — Sat, 06 Aug 2022 05:12:56 GMT

@Cooled123456789

tried turn off device take out SIM card and insert back and turn on.
manually select network 3G only or WCDMA only, and rebooting.

Re: Phone not working in Alaska, US

Cooled123456789 — Sat, 06 Aug 2022 05:22:55 GMT

I just read most of your post. It was interesting to see how public mobile worked. I never thought that my phone would use 3g services for calling.

Last question. My phone still says Emergency calls only. I'm not able to send messages either and my phone is showing a new notification now saying SIM is not configured for calls or something. Not sure what's going on but I was wondering if I buy the Data roaming plan would that atleast work?

Re: Phone not working in Alaska, US

darlicious — Sat, 06 Aug 2022 05:26:03 GMT

@Cooled123456789

SMS text works on every network so you should be able to connect to send text otherwise data may not work either. Where are you exactly?

Re: Phone not working in Alaska, US

Timer — Sat, 06 Aug 2022 05:27:27 GMT

@Cooled123456789

can you tried your SIM card in device friend.

Re: Phone not working in Alaska, US

Cooled123456789 — Sat, 06 Aug 2022 05:29:14 GMT

I'm in a place called Juneau, Alaska.

Re: Phone not working in Alaska, US

Timer — Sat, 06 Aug 2022 05:40:50 GMT

@Cooled123456789

check this out

2G / 3G / 4G / 5G coverage in Juneau

and choose AT&T Mobility there two AT&T.

Re: Phone not working in Alaska, US

softech — Sat, 06 Aug 2022 05:48:28 GMT

@Cooled123456789 wrote:
I'm in a place called Juneau, Alaska.

@Cooled123456789 There has been multiple reports that US roaming is not working in Alaska

And yes, Juneau was confirmed by another members that US roaming does not work

Basically T-Mobile does not have coverage there and people cannot connect to AT&T either (possibly due to the 3G shutdown there)

You likely have to open ticket with PM Support and ask for a reverse of the transaction and put the money back on your account

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗"

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply you there

Re: Phone not working in Alaska, US

darlicious — Sat, 06 Aug 2022 05:50:08 GMT

@Cooled123456789

Yep that's limited coverage alright. Those are likely micro cells at 2100MHz so the signal does not travel very far. Does your phone have that frequency band?

Re: Phone not working in Alaska, US

Timer — Sat, 06 Aug 2022 06:03:39 GMT

@Cooled123456789

Check if your device has frequency band as mention by @darlicious

https://willmyphonework.net

Re: Phone not working in Alaska, US

cellphoneuser1 — Sat, 06 Aug 2022 06:38:22 GMT

@Timer wrote:
@Cooled123456789
check this out
2G / 3G / 4G / 5G coverage in Juneau

and choose AT&T Mobility there two AT&T.

That means no voice service if there's no T-Mobile. AT&T has no 2g or 3g and there is no voice for 4g or 5g to Public Mobile users.

Re: Phone not working in Alaska, US

Timer — Sat, 06 Aug 2022 06:54:36 GMT

yeah i know, i just as mention by @darlicious to OP sure device support frequency band,

but there AT&T Mobility has 4G service but i'm not sure if the US roaming support 4G ,,, and the 4G is LTE,

maybe be working not sure, how to found it.

Re: Phone not working in Alaska, US

cellphoneuser1 — Sat, 06 Aug 2022 07:00:35 GMT

@Timer wrote:
yeah i know, i just as mention by @darlicious to OP sure device support frequency band,

but there AT&T Mobility has 4G service but i'm not sure if the US roaming support 4G ,,, and the 4G is LTE,
maybe be working not sure, how to found it.

Roaming works but no voice.

Re: Phone not working in Alaska, US

Cooled123456789 — Sat, 06 Aug 2022 09:08:42 GMT

Thanks everyone for all the quick replies.

Ill get back to everyone tomorrow if I'm able to make it work by switching my sim card to my friends phones. I do still find it odd that all of my friends phone were still able to connect to at&t network but not mine even though it does support 2100MHz. I also noticed they weren't able to make calls but could send text messages and use data, there are with Freedom Mobile by the way.

Thanks again

Re: Phone not working in Alaska, US

darlicious — Sat, 06 Aug 2022 20:25:35 GMT

@Timer

US Roaming supports the same networks that pm supports. That used to be 4G LTE/3G/2G. With decommissioning of the 3G networks in the US that's now 4G LTE/2G. AT&T decommissioned their 2G network years ago so on AT&T pm customers can only connect to the 4G LTE network. T-Mobile kept their 2G network as a back up which now that they have decommissioned their 3G network users will default to 2G (mainly for voice services) when needed. So on T-Mobile pm customers can use both the 4G LTE and 2G networks. But in Alaska T-Mobile has no network so their customers roam on one of the Alaskan mobile providers. That roaming agreement does not apply to pm customers with a separate roaming agreement with T-Mobile and pm.