topic Re: 15 dayUS talk, text data packages for $30 in Get Support

15 dayUS talk, text data packages for $30

as_is — Sun, 08 Dec 2024 01:48:32 GMT

I am confused as to why when travelling with 3 others who also use public mobile and all of us have signed up for the 15 day USA package for talk text and calls. I cannot receive or make phone calls. Another in our group is having trouble sending and receiving texts and phone calls. The other 2 have no issues. We all paid for the same 15 day coverage while away. Sure hope we have any family emergencies among us. Already had to borrow a phone to deal with unexpected issues. Not impressed- shouldn't we all get same service if we all paid for same product??

Re: 15 dayUS talk, text data packages for $30

Chalupa_Batman — Sun, 08 Dec 2024 01:52:48 GMT

Hey @as_is All phones have to have VoLTE enabled. If you're phone is not on the Public Mobile whitelist, you won't be able to use your phone in the US. Best way to figure it out is to go into your network settings, turn off automatic and pick T-Mobile as a provider. Make sure your data roaming is turned on and reboot the phone.

Re: 15 dayUS talk, text data packages for $30

Phil_Adelphus — Sun, 08 Dec 2024 01:52:44 GMT

@as_is Possibly you have a phone that is not approved for VoLTE, in which case it will not work in the USA where they shut down their 3G network in 2022. A phone that can't do VoLTE needs 3G. Is your phone on this list, if not that is likely the problem

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

Re: 15 dayUS talk, text data packages for $30

hTideGnow — Sun, 08 Dec 2024 01:52:57 GMT

HI @as_is

this has to do with if the phone is on PM's VoLTE whitelist.

US has stopped 3G for voice, so everyone has to use VoLTE or 2G. But not all phones are on PM's VoLTE whitelist. and here is the list
https://www.publicmobile.ca/en/on/get-help/articles/volte

You can try to connect to T-Mobile and then change the network to 2G. But 2G is an old network and many part of US no longer has that, so you might still not get voice calls

if you still cannot use it at all, ask PM support agent for a refund

submit a ticket with CS Agent using Chatbot here:
  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 ticket by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

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