topic Unable to make us calls in Get Support

Unable to make us calls

Alicelee1234567 — Mon, 28 Oct 2024 17:41:16 GMT

Changed my plan to unlimited calls in usa and cannot make usa calls

Re: Unable to make us calls

eddieO — Mon, 28 Oct 2024 17:44:33 GMT

@Alicelee1234567, try restarting your phone as a first step as this sometimes helps. Make sure you have your data roaming turned on for when you plan to also travel across the border, and if you get a message "Welcome to the U.S.... to purchase roaming add-ons", please ignore as this is a generic message sent out to all PM customers.

If you are still having issues with calling the US after restarting your phone you will need to open a ticket through the Chatbot: https://widget.telus.tiia.ai/publicmobile/publicmobile.html
(and then type: Customer Support Agent)

Or, if you are having trouble with the Chatbot try sending a private message to:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)

Re: Unable to make us calls

Chalupa_Batman — Mon, 28 Oct 2024 17:45:01 GMT

Hello @Alicelee1234567

Are you currently in the US? If so, go into your network settings and turn off automatic and choose T-Mobile. Make sure data roaming is turned on and reboot.

If you're in Canada now and trying to call the US and it's not working, you should go into your account and confirm you have set up the Can/US plan to start now and not at renewal date. You may need to reboot the phone as well.

Re: Unable to make us calls

Handy1 — Mon, 28 Oct 2024 17:49:30 GMT

@Alicelee1234567 Reboot the phone if your haven’t already and test again

adding what phone do you have ? Might be issue with voLTE if your phone not in the PM voLTE whitelist you won’t be able to make calls in the U.S.

VoLTE white list

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

Re: Unable to make us calls

hTideGnow — Mon, 28 Oct 2024 17:51:42 GMT

HI @Alicelee1234567

what phone is that?

try to use T-Mobile and test. If you cannot make calls when connected on T-Mobile, try also change the network mode to 2G on T-Mobile

if nothing work, change network mode back to 4G or automatic and use VoIP app to make calls for now. Downlaod TextNow and use it to make /receive calls