topic Re: US roaming add ons in Get Support

US roaming add ons

Clayole — Fri, 22 Mar 2024 23:55:49 GMT

How can PM charge for a service they have zero ability to provide???? Even in their ‘fine print’ they state US servers can and most likely deny anyone they like.
I guess you get you get what you pay for in a discount carrier. The big guys (Telus, Bell etc) have no problems with US roaming apparently. Been to the U.S. 3 times, paid 3 times for roaming add ons, and worked only once. And you have zero recourse, just suck it up.

Re: US roaming add ons

softech — Fri, 22 Mar 2024 23:59:42 GMT

@Clayole

many used it without trouble. Many even subscribed the Canada-US plan and using it a lot

Critical part to US roaming depends on T-Mobile/AT&T coverage and whether you can connect successfully onto either network.

If the phone is not connecting to T-Mobile/AT&T, change the Network Connection from Automatic to Manual and select and test both T-Mobile and AT&T and see which one you can connect.

If your issue is with data, make sure your Roaming Mobile data is enabled and you have disabled your mobile data limiter. Also change your network mode to 4G (and don't try 5G until you can connect and works on 4G)

If your issue is with voice, make sure VoLTE is enabled on the device setting. And if it does not work, try to change the Network to T-Mobile ONLY, and change Preferred Network Type or Network Mode to 2G and see if the calls go through.
Also, you can download VoIP app TextNow as a workaround to make calls and text if you have Wifi or if your roaming has data component and data is working

Re: US roaming add ons

DennyCrane — Sat, 23 Mar 2024 00:27:30 GMT

In your phone Network Settings:

1) Ensure data roaming is turn on

2) Set preferred network to 4G instead of 5G. Reason being that 5G AT&T doesn't work.

3) If needed, manually connect to T-Mobile or AT&T (automatic should work most of the time).

Also for phone calls to work you need a phone that is on PM's VoLTE whitelist. Text and data don't depend on this though.

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

I've roamed in the US with PM many, many times and have generally had great experiences.

Re: US roaming add ons

Phil_Adelphus — Sat, 23 Mar 2024 11:54:48 GMT

@Clayole The big guys (Telus, Bell etc) have no problems with US roaming apparently)

A few years back the "big guys" sent out notices to customers with non-VoLTE phones that they would no longer be able to roam in the US once the US carriers shut down their 3G networks (at least not for voice calls). The shutdown happened by the end of 2022. At least part of the problem with roaming on Public Mobile is that not everyone is aware of the US 3G shutdown and does not know they need a VoLTE compatible phone that is on Public Mobile's whitelist. Many people on Public Mobile roam in the US without any problems, or if they do have a problem it can be fixed by adjusting the settings. The VoLTE problem for voice calls when US roaming applies across all Canadian carriers albeit their whitelists may differ somewhat. In the US everyone had to get an approved VoLTE phone if they didn't already have one. The only other option was in areas where T-Mobile still has 2G but that is spotty and being gradually shut down also. Canada still has 3G so not a problem here as yet.

Re: US roaming add ons

Elisheva — Sun, 24 Mar 2024 02:46:37 GMT

Have had the same issues - they are selling something that is somewhat a mystery. You get data or you don’t.
I would report to CRTC

Re: US roaming add ons

computergeek541 — Sun, 24 Mar 2024 04:41:55 GMT

@Elisheva wrote:
Have had the same issues - they are selling something that is somewhat a mystery. You get data or you don’t.
I would report to CRTC

Please remember that the CRTC does not handle these types of disputes between carrier and consumer. It's the CCTS that does that.

Re: US roaming add ons

Elisheva — Sun, 24 Mar 2024 07:02:56 GMT

I checked and enabled the VoLTE

made no difference

Re: US roaming add ons

Phil_Adelphus — Sun, 24 Mar 2024 11:02:16 GMT

@Elisheva Is your phone on the PM VoLTE list (scroll down) here:

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

Are you manually connecting to T-Mobile or AT&T? They are the only US carriers that work with Public Mobile.

Having the setting and enabling it doesn't guarantee it will actually work if it is not on the list (or a newer version of something already on the list) although that may vary.

To go to CCTS over something like this would require you to first attempt a resolution with Public Mobile.