topic Re: Add on not working in Get Support

Add on not working

Debbi71 — Thu, 09 Mar 2023 00:15:28 GMT

Hello, I've purchased a roaming talk/text package for 15 days. It shows up in my add ons in my public mobile account. I am now in the United states and I cannot call or text. Roaming is on and I've tried restarting my phone. Please help.

Re: Add on not working

hTideGnow — Thu, 09 Mar 2023 00:17:31 GMT

Hi @Debbi71 do you see your phone connected to T-Mobile network?

Re: Add on not working

esjliv — Thu, 09 Mar 2023 00:21:48 GMT

@Debbi71 - if this is your first time buying a Roaming addon while in the USA during this trip try restarting your phone.

If this is your 2nd Roaming addon being purchase during this trip, not that buying back to back of the same type of roaming addon before the full 360 hours (15 days) + 12-24 hours after (this is the silly part) is what needs to be done.

If you are in this boat, you may need CSA to help you sort that out.

Public Mobile Representatives customer support agents (CSA) can be contacted by either two methods, found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Or, try buying a different type/bucket of Roaming addon to get your service up and running, then connect with CSA after to adjust anything on your account if needed.

Re: Add on not working

treefrog — Thu, 09 Mar 2023 01:33:23 GMT

@Debbi71

What kind of phone do you have?

Re: Add on not working

Debbi71 — Thu, 09 Mar 2023 02:59:40 GMT

When I look under Mobile Networks > Network Operators, T-Mobile is listed there

Re: Add on not working

Debbi71 — Thu, 09 Mar 2023 03:01:01 GMT

I have a Samsung Galaxy S8

Re: Add on not working

softech — Thu, 09 Mar 2023 03:03:09 GMT

@Debbi71 You see it listed under Network Operators and you can actually connect to it?

Once you connected to T-Mobile, for testing purpose, you can change the network mode to 4G/LTE, try to text and see if you can. Connecting to 4G and text should be reactively easy

Next, you can change the network type to 2G and try to make calls. Connecting 2G is harder, it might not work everywhere due to the coverage. Try at different part of the city and hope it works

BTW, which city and state you are at?

Re: Add on not working

dust2dust — Thu, 09 Mar 2023 03:10:04 GMT

It sounds like you might not be on automatic networks. Just select automatic before that and it should connect to T-Mobile. Or select T-Mobile where you see it anyway.

You might need to manually switch network mode down to 2G to do calling. I had to do that in one area I was recently in. But another area the phone switched to 2G on its own.

For bonus marks, do you see AT&T and what happens when try to connect to it?

Re: Add on not working

Debbi71 — Thu, 09 Mar 2023 03:44:39 GMT

It says I am registered on the T-Mobile network but I cannot call or text. I am in Albuquerque, New Mexico

Re: Add on not working

Debbi71 — Thu, 09 Mar 2023 03:48:12 GMT

Thank you. It is indicating that I am registered on the T-Mobile network but I am still unable to talk or text. I experimented with connecting to AT&T and it said I cannot connect to the network. Not sure where to go with it now.

Re: Add on not working

dust2dust — Thu, 09 Mar 2023 03:51:23 GMT

Well thanks for trying out AT&T. But it doesn't seem right that you're connected to T-Mobile and text isn't working. What setting is your network mode set to? What options are possible?

Re: Add on not working

softech — Thu, 09 Mar 2023 03:54:39 GMT

@Debbi71 according to the coverage map, Albuquerque, New Mexico should have the wG and 4G coverage

https://www.gsma.com/coverage/#466

I guess you need to try reboot phone and try connrct again in different area of the city

Re: Add on not working

Debbi71 — Thu, 09 Mar 2023 03:59:13 GMT

Right now it is set to:

LTE/WCDMA/GSM

My other options are:

WCDMA/GSM

WCDMA

GSM

(I've tried connecting to each of them)

Re: Add on not working

softech — Thu, 09 Mar 2023 04:01:41 GMT

@Debbi71 try GSM for voice

Re: Add on not working

Debbi71 — Thu, 09 Mar 2023 04:04:54 GMT

I just switched to GSM and tried making a call. It wouldn't go through.

Re: Add on not working

Debbi71 — Thu, 09 Mar 2023 04:06:14 GMT

Thank you, I've tried rebooting several times but could try connecting in a different area (I'm downtown in Albuquerque)

Re: Add on not working

softech — Thu, 09 Mar 2023 04:07:35 GMT

@Debbi71 again, you might need to try in different are of the city

For now as a workaround, download VoIP app TextNow. It will give you another 10 digits number. You can make and receive calls and text using the app. Works as long as you have wifi

just in case the voice roaming does not work in the end, open ticket with PM support and they will likely able to reverse the transaction

Re: Add on not working

Debbi71 — Thu, 09 Mar 2023 04:08:46 GMT

Great, thank you for these suggestions