topic Re: Anyone know how to fix this? in Get Support

Anyone know how to fix this?

Sumandeep — Sun, 28 Apr 2024 14:14:06 GMT

Am in the US. Did the add on with talk, text, and data but not able to make/receive calls, or access data. Have sent a message to CS help several hours ago but still no response. Anyone else ever have this issue and get it resolved? Thanks

Re: Anyone know how to fix this?

fixin1 — Sun, 28 Apr 2024 14:20:17 GMT

@Sumandeep - Please enable data roaming as US networks are not built by TELUS / Public Mobile / Bell.

Use:

T-Mobile on 5G (Sometimes works) and LTE (Always works)
AT&T on LTE (Always Works)

And for calls, you will need a specific device for VoLTE as your device may not be compatible. Please check the help article for info.

https://publicmobile.ca/en/ab/get-help/articles/us-roaming-troubleshooting

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

Also have you bought the correct add-on? In My Account, does it show up?

Re: Anyone know how to fix this?

Dunkman — Sun, 28 Apr 2024 14:30:53 GMT

@Sumandeep

CSAs don't work overnight, so hopefully will respond in the next several hours. The wait times have been longer than usual.. Does texting work? Do see the US roaming add on in your self service account?

I will also suggest a simple reboot of your phone. Network reset of the phone (this will erase any saved Wifi passwords)

Might want to manually select LTE/4G network instead of 5G (or Auto).

Here is some addiontal information:

https://www.publicmobile.ca/en/ab/get-help/articles/us-roaming-troubleshooting