topic Re: US talk/text add on in Get Support

US talk/text add on

Hvd — Tue, 05 Dec 2023 18:59:44 GMT

Texting is working fine when I have been in the US twice since I put the fifteen day add on. First time tried calling canada did not work. Assume the add on is to call US numbers from the US.

Tried calling Two different US numbers while in the US today and calls could not be made. I though the add-on woukd be good in case I need roadside assistance while in the US. If it doesn't work there's no point in buying it.

How do I get a refund? I'm back in Canada and I dont think it's worth purchasing for the next trip.

I restarted my phone when I got over there.

Was there something else I was supposed to do? My phone was set to get the best mobile network Automatically. Was that the issue?

Re: US talk/text add on

Handy1 — Tue, 05 Dec 2023 19:01:38 GMT

@Hvd It’s important that your phone /account supports voLTE for voice and it should have worked for you to call back to Canada too . But contact support they may be able to compensate you for incomplete services

send a private message To CS_Agents

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

Re: US talk/text add on

hTideGnow — Tue, 05 Dec 2023 19:02:16 GMT

HI @Hvd

For calls, make sure you are connected to T-Mobile and try agian.

if still fails, change the network mode to 2G on your phone and test again

Re: US talk/text add on

Hvd — Tue, 05 Dec 2023 19:03:46 GMT

Thank you so much. this is my first issue in the 3 years I've been with public mobile and it is difficult to find put who to contact

Re: US talk/text add on

Handy1 — Tue, 05 Dec 2023 19:05:04 GMT

@Hvd Just use the link I sent in first reply and start typing your message then send it . It’s auto filled out to go to CS Agents

Re: US talk/text add on

Handy1 — Tue, 05 Dec 2023 19:08:01 GMT

@hTideGnow OP is back home now and would like credit for service not working .

Re: US talk/text add on

Hvd — Tue, 05 Dec 2023 19:09:16 GMT

I believe my phone was connected to AT&T.

I'm back in Canada. It's tempting to run back over border before my fifteen days is up to try again.

Re: US talk/text add on

hairbag1 — Tue, 05 Dec 2023 19:09:45 GMT

@Hvd

out of curiosity..what make / model phone were you using ? For best talk experience while in US, it's advised to be sure your phone is volte enabled.

Re: US talk/text add on

Hvd — Tue, 05 Dec 2023 19:10:28 GMT

Thank you, message sent. Now to check my phone to see if it is volte.

Re: US talk/text add on

Handy1 — Tue, 05 Dec 2023 19:15:03 GMT

@Hvd You can test for voLTE put phone setting to LTE and turn off wifi , now make a call does the phone drop to 3G or stay on LTE if it stay LTE your phone is voLTE ready

Re: US talk/text add on

Hvd — Tue, 05 Dec 2023 19:15:35 GMT

SAMSUNG Galaxy A71

I have the 25 plan if that makes a difference.

Purchased the $15 US talk/Text add-on

Re: US talk/text add on

Hvd — Tue, 05 Dec 2023 19:20:09 GMT

Ohhh... Maybe that's the issue. I turned off wifi, didn't touch anything else, made a call. It changed from LTE to 4G

Re: US talk/text add on

hairbag1 — Tue, 05 Dec 2023 19:23:20 GMT

@Hvd wrote:
SAMSUNG Galaxy A71
I have the 25 plan if that makes a difference.
Purchased the $15 US talk/Text add-on

That phone is not on PM whitelist of volte enabled phones. PM has chosen to limit turning on volte to a few phones...not all. Looks like Samsung A21 and newer are only on that list right now. If so...you're stuck with making due using 2G for calls while in US. My experience with the 2G calling hasn't been great...it works sorta ok near a T-Mobile cell tower...but diminishes quickly as I got further away from tower. Never would connect to AT&T or Verizon at all.

Re: US talk/text add on

Hvd — Tue, 05 Dec 2023 19:27:59 GMT

Thank you for the great information.

is there somewhere where the volte enabledphones are listed?

You would think when you want to buy the add on that you could check to see if your phone would work!

Re: US talk/text add on

Phil_Adelphus — Tue, 05 Dec 2023 19:40:23 GMT

@Hvd "is there somewhere where the volte enabled phones are listed?"

It's on PM's VoLTE FAQ page, scroll down to the bottom.

The A71 isn't on there, but also AT&T in the US only list two models of that phone as definitely compatible with their network. Do you know what model you have?

One thing I'm not sure about is the VoLTE test where making a call with data on and wifi off indicates no VoLTE by dropping to 3G. In this case it went from LTE to 4G. My guess would be that means VoLTE is enabled but is that true?

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

Re: US talk/text add on

Hvd — Tue, 05 Dec 2023 19:44:08 GMT

Thsnk you. I will check out that info.

Model number SM-A715W

Re: US talk/text add on

Phil_Adelphus — Tue, 05 Dec 2023 20:33:42 GMT

@Hvd The only model numbers on AT&T's VoLTE approved list are SM-A716U and SM-A716U1

Re: US talk/text add on

Hvd — Tue, 05 Dec 2023 20:35:05 GMT

Thank you.

Re: US talk/text add on

Amped — Wed, 06 Dec 2023 02:52:42 GMT

Most of the Canadian carriers started marketing HSPA+ as 4G, but it's really 3G. So if their phone changed from LTE to "4G" then it's not VoLTE enabled on Public's system.

Re: US talk/text add on

computergeek541 — Wed, 06 Dec 2023 04:29:44 GMT

@Amped wrote:
Most of the Canadian carriers started marketing HSPA+ as 4G, but it's really 3G. So if their phone changed from LTE to "4G" then it's not VoLTE enabled on Public's system.

That's true in some cases but not in all. Some devices displaying 4G really does mean LTE.