topic Re: Service not working in Get Support

Service not working

renie7 — Thu, 07 Nov 2024 14:56:18 GMT

Hi there, Just wondering if anyone has experienced this issue. We are presently in the USA and back in October I subscribed to the new $35 plan that allows me to use my Canadian phone in the US as well as Canada. The subscription shows it starting on Nov 6. I turned my Cnd phone on this AM, tried to make a call and it allowed me to dial and then the call just ended. I did this several times but it would not work. Any suggestions?

Re: Service not working

hTideGnow — Thu, 07 Nov 2024 14:59:14 GMT

hi @renie7

does data work?

what phone do you have?

if yours not one of the phone on the list here, then you can't use BoLTE for voice in US

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

if you can't use VoLTE, try connect to T-Mobile and set your network mode to 3G or WCDMA only

Re: Service not working

Handy1 — Thu, 07 Nov 2024 15:03:06 GMT

@renie7 Make sure you have roaming on in phone settings . Set phone to 4G/LTE not 5G and make sure your connected to T mobile or AT&T or Verizon

also note if your phone is not in the PM voLTE white list you won’t be able to make voice calls

VoLTE white list

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

Re: Service not working

renie7 — Thu, 07 Nov 2024 17:53:53 GMT

My phone is a Samsung Galaxy 10e. I use this phone all the time in Canada. I just changed the subscription to the $35 one which allows me to use it in both Canada and the US. The subscription started yesterday (Nov 6) so this morning I turned it on thinking I could use it but when I dial a # it doesn't even show it is dialing it just changes the screen to show call ended. My phone is not on that list. I have no idea how to change it to 3G or how to connect with a provider such as T-Mobile. Are you able to helo.

Re: Service not working

hTideGnow — Thu, 07 Nov 2024 17:58:23 GMT

hi @renie7 that is not a VOLTE whitelisted phone with PM. You were ok in Canada because we have 3G for you for voice calls. In US, the 3G network is retired, and you have to use the unreliable 2G network on T-Mobile to make voice call

to change the network, to to Settings -> Connection and choose disable Automatic for Mobile network and turn choose T-Mobile

you might want to change network mode to 2G as we'll

Re: Service not working

Handy1 — Thu, 07 Nov 2024 17:58:26 GMT

@renie7 If your phone not in the list then you won’t be able to make calls , but to switch to 3G4G/LTE or 5G in phone settings > cellular you should the the voice and data option to switch