topic Re: Bought US Roaming Talk/Text/Data Roaming before Trip - Won't make or receive calls at all in Get Support

Bought US Roaming Talk/Text/Data Roaming before Trip - Won't make or receive calls at all

Mike8500 — Fri, 23 Jun 2023 17:31:24 GMT

Hello,

I'm reaching out here to get support from Public Mobile. I am not able to create a support ticket as it gives me repeated 404 errors.

I purchased a US roaming 15 day talk/text/data add on prior to making a trip into the US. In the US, I can not make or receive calls, could not access voicemails, data was very intermittent and sometimes text messages will go out, but not always. Many times they just won't send. The area we are in has good coverage as my Wife, who was also on Public Mobile and bought the exact same add-on is able to make calls, receive calls, send texts and use data at all times without issue.

I've tried all the tricks, restarting my phone, toggling airplane mode, checking my network connection settings and it just doesn't work.

I feel like I've been ripped off as the payment went through to my CC, yet the add-on that I paid for doesn't work. We bought these add-ons so we could have a reliable way to communicate with each other, but that is not the case.

@CS_Agent

Re: Bought US Roaming Talk/Text/Data Roaming before Trip - Won't make or receive calls at all

LitlLdy — Fri, 23 Jun 2023 17:34:37 GMT

@Mike8500 , are you connected to T-Mobile Network?

The virtual assistant/chatbot is broken! It has been for quite some time. Sorry.

You can send a private message to a CS_Agent: -> https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Customer Support Agents are available from:

Monday to Sunday: 9 AM to 10 PM EST

A CS_Agent will respond back in your Community mailbox at the top right of this page (envelope icon to the left of your community avatar).

Re: Bought US Roaming Talk/Text/Data Roaming before Trip - Won't make or receive calls at all

Mike8500 — Fri, 23 Jun 2023 17:36:39 GMT

Yes, originally it was connected to T-Mobile, and it would not make or receive calls. After searching the forums and public mobile page which stated that Public was set up for roaming on T-Mobile and AT&T I tried to select AT&T which would not connect. After that, it would not connect with any network (when auto select was chosen, and when manually selecting a network, T-Mobile wouldn't even show up anymore.) I've sent a private message.

Re: Bought US Roaming Talk/Text/Data Roaming before Trip - Won't make or receive calls at all

dust2dust — Fri, 23 Jun 2023 17:45:14 GMT

Are either devices enabled for volte? You should be fine for text and data on lte but if you don't have volte then talk needs to be able to use the old 2G GSM which has less coverage.

If you are set on 5G then set it to 4G lte.

If you see a toggle for volte then turn it on anyway to see if talk works.

Re: Bought US Roaming Talk/Text/Data Roaming before Trip - Won't make or receive calls at all

Mike8500 — Fri, 23 Jun 2023 17:52:30 GMT

Neither phone has VoLTE. I tried having my phone on "LTE/WCDMA?GSM (Auto Connect)" I also tried "WCDMA/GSM (autoconnect)" and that didn't work either.

I don't have a 5G phone.

Re: Bought US Roaming Talk/Text/Data Roaming before Trip - Won't make or receive calls at all

dust2dust — Fri, 23 Jun 2023 17:58:18 GMT

Don't bother with WCDMA.

Are these Androids?

Re: Bought US Roaming Talk/Text/Data Roaming before Trip - Won't make or receive calls at all

DennyCrane — Fri, 23 Jun 2023 17:59:29 GMT

If you don't have VoLTE, that's what the issue is as far as phone calls are concerned. You might get lucky with some 2G coverage for phone calls, but there's no guarantee there. Without VoLTE you should not expect phone calls to work, per the warnings about the US having shut down their 3G network.

Text and data should have been fine though, assuming you were in the T-Mobile coverage area and you had data roaming enabled on your device.

Re: Bought US Roaming Talk/Text/Data Roaming before Trip - Won't make or receive calls at all

Mike8500 — Fri, 23 Jun 2023 17:59:33 GMT

Yes. They are both android phones.

Re: Bought US Roaming Talk/Text/Data Roaming before Trip - Won't make or receive calls at all

dust2dust — Fri, 23 Jun 2023 18:15:53 GMT

Have a look at settings, about phone, status information, sim card status - look for any mention of IMS and if it's registered. That will tell you if the phone has volte. On both phones.

If you have 2G only then try that for talk and text. Turn on roaming data and turn on mobile data and see if you can browse the internet while you're on 2G.

Re: Bought US Roaming Talk/Text/Data Roaming before Trip - Won't make or receive calls at all

Mike8500 — Fri, 23 Jun 2023 18:21:16 GMT

I read the warnings before purchasing the add on. There was no mention of VoLTE being required for the phone to work in the fine print. "Differences in coverage" is a really ambiguous way to say "won't work unless you have VoLTE"

My Wife's phone doesn't have VoLTE and she mas making calls, sending texts and using data just fine in the same location. Both of us toggled on Roaming when we crossed the border.

Important : As of February 22nd, 2022, United States (U.S.) carriers have started turning down certain 3G/HSPA networks. As a result, customers using U.S. roaming add-ons will be impacted by differences in coverage or service quality (including 9-1-1 calls) when roaming in the U.S. Customers may also experience changes to services such as welcome messages, voicemail notifications, usage notifications for voice, notifications when trying to make an international call, interactive voice responses (IVR), as well as the ability to set up voicemail while in the U.S. This shutdown will not impact your service in Canada.

Re: Bought US Roaming Talk/Text/Data Roaming before Trip - Won't make or receive calls at all

softech — Fri, 23 Jun 2023 18:22:58 GMT

@Mike8500 what kind of Android phone you have? VoLTE just need LTE and a compatible phone. Check if the toggle is there. The exact location could be different, but try this

Samsung/ Other Android: Settings->Connection->Mobile Data, enable VoLTE there

And, which city and state you are at?

Make sure you change the Connection to Manual and try to pick T-Mobile network manually

Re: Bought US Roaming Talk/Text/Data Roaming before Trip - Won't make or receive calls at all

LitlLdy — Fri, 23 Jun 2023 18:26:25 GMT

@Mike8500 , After looking at everyone’s responses I wonder if this means that since your Wife’s phone works fine there that it means her account has VoLTE & yours doesn’t! Not all phone are compatible for it on Public Mobile & some still don’t have it activated on their accounts!

Edit: Never mind, I see you said your Wife doesn’t have VoLTE! Sorry, I’m stumped on the issue! Sorry 😕

My page is loading slowing now!

Re: Bought US Roaming Talk/Text/Data Roaming before Trip - Won't make or receive calls at all

Mike8500 — Fri, 23 Jun 2023 18:38:25 GMT

@softech I have a S9 and my Wife has an A51. There is no toggle for VoLTE on either phone. I was in Oregon all over from Portland, Eugene, Florence, Reedsport, Northbend. The first time I looked I was connected to T-Mobile, but calls and texts were not working. Data worked intermittently. I tried switching to AT&T and that didn't work either. Went to switch back to T-Mbile and it would not connect or even show up on the list to try and manually select it.

Re: Bought US Roaming Talk/Text/Data Roaming before Trip - Won't make or receive calls at all

dust2dust — Fri, 23 Jun 2023 18:45:16 GMT

volte is not required, it would just work way better (adding - for talk). Did you have a look for the IMS thing I mentioned? On both phones? Did you try setting to 2G (or GSM) only?

To try to get back, leave the network on automatic and the mode on LTE and then restart the phone. T-Mobile is the only thing to connect to so automatic should be it.

Re: Bought US Roaming Talk/Text/Data Roaming before Trip - Won't make or receive calls at all

softech — Fri, 23 Jun 2023 18:45:22 GMT

@Mike8500 S9 for sure have VoLTE but the toggle could be hidden by provider

Yes, some of those city have problem with connection, like Portland.

And both you and your wife got the Roaming addon and cannot connect? Or at least you meant you tried on both phones?

I would think it is a T-Mobile coverage issue. I guess you just have to keep trying

And remember, check your Prefered network type, make sure 4G or LTE is selected

For voice, you can try to change the Preferred network to 2G and see if it can connect. But remember to change it back to LTE (4G)

Re: Bought US Roaming Talk/Text/Data Roaming before Trip - Won't make or receive calls at all

DennyCrane — Fri, 23 Jun 2023 18:46:36 GMT

Yes and no. My previous phone (Pixel 5a) did not have an ability to set it on 2G, so without VoLTE it was impossible for me to make phone calls in the US. I also suspect coverage may vary with the 2G network, to a greater extent than 4g and 5g networks.

Re: Bought US Roaming Talk/Text/Data Roaming before Trip - Won't make or receive calls at all

dust2dust — Fri, 23 Jun 2023 18:53:48 GMT

@DennyCrane- Yes, that's an excellent point. Indeed, some devices are removing the ability to select 2G as you experienced. Yes, we were already aware that 2G had much less coverage. But at least it gave us something before the arrival of volte.

Re: Bought US Roaming Talk/Text/Data Roaming before Trip - Won't make or receive calls at all

Mike8500 — Fri, 23 Jun 2023 19:00:33 GMT

There is no mention of IMS on either device. No I didn't try forcing it to GSM only. I tried restarting the phone at least half a dozen times with it set to automatic.

Re: Bought US Roaming Talk/Text/Data Roaming before Trip - Won't make or receive calls at all

softech — Fri, 23 Jun 2023 19:01:28 GMT

@Mike8500 In the connection settings, if you change to Manual, does it see T-Mobile?

Re: Bought US Roaming Talk/Text/Data Roaming before Trip - Won't make or receive calls at all

Mike8500 — Fri, 23 Jun 2023 19:03:17 GMT

The phone didn't work in Portland, Eugene, Springfield, North Bend. Both phones have the roaming add-on before we left. I'm so done with this issue. I'm requesting a refund from the CS Agent. Shouldn't be spending my Vacation on Phone Forums..

Thanks to all those that tried to help. @LitlLdy @dust2dust @softech @DennyCrane