topic Re: Will new Canada/US plan work in Puerto Rico? in Get Support

Will new Canada/US plan work in Puerto Rico?

jtos14mb14 — Mon, 04 Mar 2024 18:17:44 GMT

Hi, my family has switched to one of the new 5G Canada/US plans and we're wondering if Puerto Rico is covered in this plan?

Re: Will new Canada/US plan work in Puerto Rico?

hairbag1 — Mon, 04 Mar 2024 18:23:03 GMT

Yes..PR is considered an American state.

added from Help Files...

What Public Mobile services will be affected?

Today, customers are able to enjoy the combined coverage area of AT&T and T-mobile 3G/HSPA networks when roaming in the U.S. Following the AT&T 3G/HSPA network shutdown on February 22, 2022, some customers with U.S. roaming add-ons traveling to the U.S. may experience differences in coverage for their voice calls, accessing voicemail and receiving notifications, text messages, data; or service quality (including 9-1-1 calls) when roaming in the U.S. (including Puerto Rico and the US Virgin Islands). 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.

Re: Will new Canada/US plan work in Puerto Rico?

Rickpods1 — Wed, 02 Oct 2024 00:15:05 GMT

I have a Canada/Us plan but cannot make calls to Puerto Rico from Canada. I should be able to if it's part of the is roaming area should I not?

Re: Will new Canada/US plan work in Puerto Rico?

hTideGnow — Wed, 02 Oct 2024 00:30:11 GMT

HI @Rickpods1

you should be. From what we understand , Puerto Rico is part of the US roaming.

how did you make the call? what number sequence you used

and if you want, maybe ask support agent to clarify. please submit a ticket with CS Agent using this Chatbot link:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
If any issue with ticket submission, you can submit by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Will new Canada/US plan work in Puerto Rico?

Rickpods1 — Wed, 02 Oct 2024 00:47:33 GMT

What is very strange is that I have had different responses from different agents....some say this is coverage in Puerto Rico and the US Virgin Islands and other have told me this is not??????? The coverage map shows that there should be....

Re: Will new Canada/US plan work in Puerto Rico?

hTideGnow — Wed, 02 Oct 2024 00:48:42 GMT

HI @Rickpods1

don't let it stops there. Ask them to escalate. Tell them the confusion and they have the responsibility to find out

Re: Will new Canada/US plan work in Puerto Rico?

Rickpods1 — Wed, 02 Oct 2024 00:51:11 GMT

Thanks for the suggestion! Will do!!

Re: Will new Canada/US plan work in Puerto Rico?

slusagm — Wed, 02 Oct 2024 00:54:57 GMT

@Rickpods1

you might not like it. I think even T-Mobile subscribers need to use roaming when they are in Puerto Rico. Generally, your roaming plan work work if even the roaming providers needs to use roaming on that plans (like back in the day when T-Mobile was the only roaming service provider in Alaska, PM's roaming does not work in Alaska because T-Mobile needs roaming to work in Alaska)

so, long story short, I don't tihnk PR is included in the Canada-US plan or any US roaming addons

Re: Will new Canada/US plan work in Puerto Rico?

Rickpods1 — Wed, 02 Oct 2024 01:07:12 GMT

T Mobile may have worked like that in the past but no longer I believe.

Re: Will new Canada/US plan work in Puerto Rico?

slusagm — Wed, 02 Oct 2024 01:11:15 GMT

@Rickpods1 T-Mobile, At&T and Verizon can use it in PR for free, but they need to turn on roaming to have it work. It means it is not part of the base network

So, when PM roam into those network s, they can only access their base network, not roaming on a network that those 3 networks need roam to work. So, I dont think you can use it there

Re: Will new Canada/US plan work in Puerto Rico?

cellphoneuser1 — Wed, 02 Oct 2024 01:44:44 GMT

@slusagm wrote:
@Rickpods1 T-Mobile, At&T and Verizon can use it in PR for free, but they need to turn on roaming to have it work. It means it is not part of the base network
So, when PM roam into those network s, they can only access their base network, not roaming on a network that those 3 networks need roam to work. So, I dont think you can use it there

On my phone, there's no setting to turn on roaming. The roaming setting is only for data, and that doesn't need to be turned on for voice or SMS.