topic Re: Voice Problems in the US in Get Support

Voice Problems in the US

Paul57 — Thu, 26 Oct 2023 01:23:49 GMT

Hello,

I've recently returned from the US. I bought a talk add on but I could not make or receive voice calls. My phone should work with VoLTE. Is VoLTE activated for my account?

Paul

Re: Voice Problems in the US

computergeek541 — Thu, 26 Oct 2023 00:46:53 GMT

inappropriate content removed

Re: Voice Problems in the US

Phil_Adelphus — Thu, 26 Oct 2023 00:49:46 GMT

@Paul57 @Humble12 Please don't post your personal details on this public forum. Is your phone on the VoLTE compatible list?

https://www.publicmobile.ca/en/on/get-help/articles/volte

Can you turn off wifi and turn on data and then make a call. Does the phone drop to 3G?

Re: Voice Problems in the US

Chalupa_Batman — Thu, 26 Oct 2023 01:19:38 GMT

Thank you @computergeek541 !!

Hi @Paul57

Depending on what phone you have, it may have Volte already. I took this from the T-Mobile website.

Most devices launched since 2018 support VoLTE. Below are examples of the more popular devices that support VoLTE.

Apple iPhone 8 and newer models
Galaxy S Series (S8 / S8+ and newer models) including Unlocked models from Samsung.
Galaxy Note Series (Note 8 and newer models) including Unlocked models from Samsung.
Galaxy A Series (A10, A20, A32, A50, etc.) including Unlocked models from Samsung.
LG G Series (G7 and newer models)
Google Pixel 3 and newer models
One Plus 7 Pro 5G and newer models

Re: Voice Problems in the US

computergeek541 — Thu, 26 Oct 2023 01:22:51 GMT

@Chalupa_Batman wrote:
Thank you @computergeek541 !!
Hi @Paul57
Depending on what phone you have, it may have Volte already. I took this from the T-Mobile website.
Most devices launched since 2018 support VoLTE. Below are examples of the more popular devices that support VoLTE.
Apple iPhone 8 and newer models
Galaxy S Series (S8 / S8+ and newer models) including Unlocked models from Samsung.
Galaxy Note Series (Note 8 and newer models) including Unlocked models from Samsung.
Galaxy A Series (A10, A20, A32, A50, etc.) including Unlocked models from Samsung.
LG G Series (G7 and newer models)
Google Pixel 3 and newer models
One Plus 7 Pro 5G and newer models

Just knowing the model wouldn't gurantee VoLTE services. There are models that were intended for sale in Canada that work on Public Mobile's VoLTE but that have equivalent US versions that do not. Public Mobile's network also has to allow it and only allows devices with specific IMEI numbers to use VoLTE.

Re: Voice Problems in the US

will13am — Thu, 26 Oct 2023 01:32:16 GMT

@Chalupa_Batman wrote:
Thank you @computergeek541 !!
Hi @Paul57
Depending on what phone you have, it may have Volte already. I took this from the T-Mobile website.
Most devices launched since 2018 support VoLTE. Below are examples of the more popular devices that support VoLTE.
Apple iPhone 8 and newer models
Galaxy S Series (S8 / S8+ and newer models) including Unlocked models from Samsung.
Galaxy Note Series (Note 8 and newer models) including Unlocked models from Samsung.
Galaxy A Series (A10, A20, A32, A50, etc.) including Unlocked models from Samsung.
LG G Series (G7 and newer models)
Google Pixel 3 and newer models
One Plus 7 Pro 5G and newer models

The only sure way to confirm VoLTE is to check whether the cellular connection switches down to 3G or not during a phone call. All other means can be hit and miss unfortunately.

Re: Voice Problems in the US

dust2dust — Thu, 26 Oct 2023 07:14:03 GMT

Make and model of phone?

Re: Voice Problems in the US

Paul57 — Thu, 26 Oct 2023 13:56:55 GMT

My phone is a Samsung Galaxy S8 so it should have VoLTE.

Re: Voice Problems in the US

Phil_Adelphus — Thu, 26 Oct 2023 14:29:36 GMT

@Paul57 The S8 is not on PM's VoLTE compatible list. You could try selecting T-Mobile and connecting to their 2G

Re: Voice Problems in the US

Paul57 — Thu, 26 Oct 2023 14:48:24 GMT

Yes the S8 is not on the list but it supports VoLTE. I'll try T-Mobile the next time I'm in the US. Thanks.

Re: Voice Problems in the US

Paul57 — Thu, 26 Oct 2023 14:54:48 GMT

In Canada when I turn off WiFi on the top right I see LTE or LTE+. When I make a call it switches to 4G.

Re: Voice Problems in the US

Phil_Adelphus — Thu, 26 Oct 2023 15:21:44 GMT

In another thread @sheytoon noted that some phones show 4G when it's really 3G "I believe S7 in Canada was one of those phones. It will show 4G for 3G connection, and will show LTE for 4G connection. " I don't know enough to comment further except to say that I had an Android with a tier 1 provider and the phone was VoLTE capable according to the manufacturer but didn't get it even though supposedly provisioned for it. Lengthy calls to their customer service failed to resolve the issue. I've also read that some Canadian carriers only support certain phone models for VoLTE if the phone was purchased from them - which in my case it was but that still didn't help.

Re: Voice Problems in the US

Paul57 — Thu, 26 Oct 2023 15:38:43 GMT

I checked my IMEI number with Telus and they indicate that my phone will work with their VoLTE network. Since PM is a Telus subcarrier I'm confused....

Re: Voice Problems in the US

dust2dust — Thu, 26 Oct 2023 15:45:41 GMT

Public Mobile has its own severely restrictive system of allowing devices to use their volte. My phone is perfectly able to use volte from another provider but they refuse to allow it here.
If you have the same menu system as me, go to settings, about phone, status information, sim card status and look at the mobile talk network line. It probably says LTE. Now keeping that window open, make a call and come back to this window while on the call. Does it keep saying LTE or does it change to UMTS?

Re: Voice Problems in the US

Paul57 — Thu, 26 Oct 2023 15:58:59 GMT

It changed to UMTS.

Re: Voice Problems in the US

dust2dust — Thu, 26 Oct 2023 16:05:25 GMT

Then the phone is not enabled for volte. Check if you're able to change networks to 2G GSM? So your only talk option next time is to connect to T-Mobile and hope your phone will switch down. But it might not. So then you would need to manually switch down. Text will work on either 4G LTE or 2G GSM.

Re: Voice Problems in the US

Paul57 — Thu, 26 Oct 2023 16:37:06 GMT

Next time I'm in the US I'll give it a try. Thanks.

Re: Voice Problems in the US

dust2dust — Thu, 26 Oct 2023 16:51:48 GMT

Just be aware that there is much less coverage for 2G GSM so you may not have success anyway. But data and texting should be fine on 4G LTE.