topic Re: US roaming not working in Get Support

US roaming not working

Havasu — Mon, 13 Nov 2023 16:29:10 GMT

I purchased US roaming text and calls 2 days ago and nothing is working. I get an error message that I’m not on the plan. I’ve rebooted and reset my phone. I have a Samsung Galaxy S21 FE 5G. Do I need Volte installed? Last year everything worked after I purchased the US roaming package.

Re: US roaming not working

BKNS27 — Mon, 13 Nov 2023 16:31:59 GMT

@Havasu

Did you manually set your phone to connect to T-Mobile or AT&T?

Yes, enable VoLTE.

Re: US roaming not working

Havasu — Mon, 13 Nov 2023 16:39:29 GMT

Yes

Re: US roaming not working

Havasu — Mon, 13 Nov 2023 16:44:48 GMT

I’m unable to activate Volte on my phone myself. Please activate it through Public Mobile.

Re: US roaming not working

hairbag1 — Mon, 13 Nov 2023 16:47:12 GMT

@Havasu

try logging in to your account, Subscriptions and Add-ons, look in Add-on Usage to just confirm you've successfully bought the correct US Roaming add-on.

Re: US roaming not working

hairbag1 — Mon, 13 Nov 2023 16:59:38 GMT

@Havasu

PM has said they've turned ON the volte on that phone already. You have to go into setting to just make sure it's turned ON.

Double check that you have the correct add-on for use while in US.

added...here's what I found how to turn ON your volye enabled phone...

Samsung

Go to Settings and select Connections.
Select Mobile networks.
Select VoLTE calls and turn it on.

Re: US roaming not working

Phil_Adelphus — Mon, 13 Nov 2023 17:01:19 GMT

@Havasu Is your phone set to 4G/LTE?

Re: US roaming not working

DennyCrane — Mon, 13 Nov 2023 17:22:23 GMT

Set your preferred network to 4G instead of 5G. I know for sure AT&T 5G data connection doesn't work, and it's possible it affects texts too. Worth a shot.

For calls, I don't think your phone is VoLTE compatible with Public Mobile, so the only hope you have of making phone calls is to see if there is a 2G T-Mobile connection. The US shut their 3G networks down, and without that VoLTE is a dependency for phone calls.

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

Aside from that, make sure you bought the right add-on and it actually went through. It has to say "roaming" in the add-on, not "international".

Re: US roaming not working

Havasu — Mon, 13 Nov 2023 17:48:23 GMT

The only mobile options are 5G, LTE/WCDMA/GSM, WCDMA/GSM, WCDMA only, GSM only on my phone.

which one should I use ?

Re: US roaming not working

DennyCrane — Mon, 13 Nov 2023 17:50:18 GMT

@Havasu Set it to LTE preferred. 4G = LTE

For phone calls try GSM only (on T-Mobile). 2G = GSM

Re: US roaming not working

Havasu — Mon, 13 Nov 2023 17:51:10 GMT

I have the US roaming talk and text.Before I took out the plan my texting was working. I was concerned about roaming charges so I bought the plan. There is no Volte option.

Re: US roaming not working

Phil_Adelphus — Mon, 13 Nov 2023 18:01:56 GMT

@Havasu Your phone is listed as VoLTE compatible with Public Mobile as "Samsung S21 FE 5G (EWB3 & above)". Do you know your model number? I'm not sure that a setting for VoLTE is all that reliable an indicator, iPhones typically don't show one but have VoLTE on PM, but I had an android on another carrier that had the setting, it was enabled, but no VoLTE based on the dropping to 3G test.

There are no roaming charges on PM, it's prepaid so if something isn't covered it just doesn't work.

If you don't have VoLTE then try dropping the phone to 2G as DennyCrane suggested.

Re: US roaming not working

DennyCrane — Mon, 13 Nov 2023 18:15:06 GMT

@Phil_Adelphus Good catch. I missed the S21 on the bottom of the Samsung list.

Re: US roaming not working

hairbag1 — Mon, 13 Nov 2023 18:15:10 GMT

@Phil_Adelphus wrote:
@Havasu Your phone is listed as VoLTE compatible with Public Mobile as "Samsung S21 FE 5G (EWB3 & above)". Do you know your model number? I'm not sure that a setting for VoLTE is all that reliable an indicator, iPhones typically don't show one but have VoLTE on PM, but I had an android on another carrier that had the setting, it was enabled, but no VoLTE based on the dropping to 3G test.
There are no roaming charges on PM, it's prepaid so if something isn't covered it just doesn't work.
If you don't have VoLTE then try dropping the phone to 2G as DennyCrane suggested.

testing should work regardless of volte. Customer should be able to receive text messages even without the add-on...just can't reply to texts.

Re: US roaming not working

Havasu — Mon, 13 Nov 2023 18:26:52 GMT

model number is SM-G990W. Got texting now but can’t use the phone. So frustrating to buy a plan for texting and talk but can’t use half on the plan.

Re: US roaming not working

DennyCrane — Mon, 13 Nov 2023 18:28:07 GMT

What got texting working? It helps us with future troubleshooting for other customers. Was it the 4G setting?

Re: US roaming not working

Phil_Adelphus — Mon, 13 Nov 2023 18:35:59 GMT

@Havasu I think that model number is a Canadian version but I'm not sure where the EWB3 and above fits in.

Glad you got text working, did you try 2G (GSM) for voice calls yet?

Re: US roaming not working

Havasu — Mon, 13 Nov 2023 18:39:38 GMT

It was the LTE/WCDMA/GSM network which I assume is the 4G and with AT&T but calls are not the working.

Re: US roaming not working

DennyCrane — Mon, 13 Nov 2023 18:44:09 GMT

@Havasu Thank you. I think you were previously connected to AT&T 5G which is why nothing worked. Glad you got texts working.

As for calls not working, it sounds like your phone may not be VoLTE compatible. Try connecting to T-Mobile 2G GSM when you need to make a call. YMMV as 2G coverage isn't what it used to be, but without VoLTE that is your only real hope of making a phone call. Unless of course you go the third party VOIP route (TextNow, Fongo) or a local sim.