topic Re: Add on not working in Get Support

Add on not working

Zeldacat — Mon, 29 Jan 2024 15:17:16 GMT

I cannot call from the USA and my wife cannot call from Canada. There is lots of usage remaining. It worked I. Midland Texas but not in Buckhannon West Virginia.

Re: Add on not working

Phil_Adelphus — Mon, 29 Jan 2024 14:21:22 GMT

@Zeldacat If you don't have a VoLTE phone it will only work where there is 2G from T-Mobile because the USA has shut down all 3G networks. If you have a VoLTE (voice over LTE) phone make sure it is on 4G/LTE (not 5G) and try to manually select AT&T or T-Mobile if automatic isn't working. What phone do you have?

Re: Add on not working

softech — Mon, 29 Jan 2024 14:23:52 GMT

@Zeldacat

what phone do you have? Not sure if yours is VoLTE compatible.

Start with connecting to AT&T and try to make calls. If that does not work, try connecting to T-Mobile and test, if it still does not work, while still on T-Mobile, change the network to 2G and see if it helps

Re: Add on not working

Phil_Adelphus — Mon, 29 Jan 2024 14:26:34 GMT

@softech One thing I'm not sure about, does the OP's wife need a US LD plan to call from Canada or is that covered by the US roaming add-on at the receiving end?

One other thing I thought of is, how long ago did @Zeldacat purchase the add-on because they only last 15 days.

Re: Add on not working

Zeldacat — Mon, 29 Jan 2024 14:27:23 GMT

I purchased about 3 days ago. There is a R above the signal strength indicator.

Re: Add on not working

Zeldacat — Mon, 29 Jan 2024 14:32:24 GMT

It's a Samsung S9+ It's autoconnect on LTE 3G and 2G.

How does one connect with at&t or t mobile?

My phone keeps refreshing the simple card. Then tell me i have a voice-mail, which I cannot retrieve.

Re: Add on not working

Phil_Adelphus — Mon, 29 Jan 2024 14:38:27 GMT

@Zeldacat That phone probably doesn't have VoLTE, at least it's not on Public Mobile's VoLTE enabled list. You would need to try and connect to T-Mobile's 2G because AT&T doesn't have 2G. Coverage on T-Mobile's 2G is probably spotty (it will be shut down completely in April this year). Try searching settings for Network Operators or something similar, and ask it to do a manual search then select T-Mobile. Sorry not sure of the exact route to get to the setting on Android, someone else will probablyhelp.

Re: Cannot call or receive calls while in the US

Zeldacat — Mon, 29 Jan 2024 14:40:02 GMT

It's on t mobile. It won't connect to at&t. I tried manually nothing changes. It seems to want t mobile.

Re: Cannot call or receive calls while in the US

softech — Mon, 29 Jan 2024 14:44:49 GMT

@Zeldacat

T-Mobile is good. Can you check the network mode and change to 2G? or GSM?
Settings > Connections.> Mobile networks.> Network mode> Choose 2G only or GSM only

Re: Add on not working

Zeldacat — Mon, 29 Jan 2024 14:46:15 GMT

My company phone is on AT&T LTE so why won't mine? Granted we are comparing apples with a Droid.

Re: Add on not working

softech — Mon, 29 Jan 2024 14:47:10 GMT

@Phil_Adelphus wrote:
@softech One thing I'm not sure about, does the OP's wife need a US LD plan to call from Canada or is that covered by the US roaming add-on at the receiving end?

@Phil_Adelphus

The caller is calling a Canadian phone number, so no LD add-on needed

Re: Cannot call or receive calls while in the US

Zeldacat — Mon, 29 Jan 2024 14:59:16 GMT

I do not have GSM. What doesn't make sense is the signal is strong and it shows me roaming. It's like t mobile is blocking my access.

Re: Add on not working

Zeldacat — Mon, 29 Jan 2024 15:04:32 GMT

Oh I just tried my voice-mail and it said t mobile not available. But the strength indicator doesn't make sense.

Re: Cannot call or receive calls while in the US

softech — Mon, 29 Jan 2024 15:06:07 GMT

@Zeldacat wrote:
I do not have GSM. What doesn't make sense is the signal is strong and it shows me roaming. It's like t mobile is blocking my access.

@Zeldacat

you are on the correct screen, 2G Only is what you want to try

Re: Cannot call or receive calls while in the US

Dunkman — Mon, 29 Jan 2024 15:08:55 GMT

@Zeldacat wrote:
I do not have GSM. What doesn't make sense is the signal is strong and it shows me roaming. It's like t mobile is blocking my access.

@Zeldacat

Try to select 2G network with T mobile. See whether talk will work.

Another option is try to use other apps like Whatsup or Facebook messenger to call your wife. That would require data.

Re: Add on not working

Zeldacat — Tue, 06 Feb 2024 19:49:09 GMT

Its a Samsung 9s+. I am going back there in a week or so so I will see what happens.