topic Re: Cannot make calls to the US in Get Support

Cannot make calls to the US

timwood — Mon, 09 Dec 2024 15:31:48 GMT

I am a new subscriber to PM. All calls to a US numbers do not go through. I get radio silence, no ringback. This happens with calls when I am in the US and within Canada.

Re: Cannot make calls to the US

hTideGnow — Mon, 09 Dec 2024 15:32:56 GMT

HI @timwood

first, do you have Canada/US or Canada/US/Mex plan? only those have US calling included

if you have a Canada only plan, you will need to have US calling addon to call US

Re: Cannot make calls to the US

hairbag1 — Mon, 09 Dec 2024 15:40:45 GMT

@timwood

log in to your PM account and find the 1000 minute US calling add-on for $15....you can also covert points if you have them.

Re: Cannot make calls to the US

timwood — Mon, 09 Dec 2024 15:43:16 GMT

I have the Canada/US/Mexico plan. When in the US I got data and calls to/from Canada. I just tried switching to LTE and made a call to the US and got ringback. Wow I thought that was it. Tried a second time and again no ringback.

Re: Cannot make calls to the US

Phil_Adelphus — Mon, 09 Dec 2024 15:45:58 GMT

@timwood happens with calls when I am in the US and within Canada.

If you want to make calls when you are in the US you need a Canada-US (and now Mexico) plan or a US roaming add on. If you don't have that you need two add-ons, one for US calling minutes from Canada and one for US roaming for when you are in the US.

Re: Cannot make calls to the US

hairbag1 — Mon, 09 Dec 2024 15:47:25 GMT

@timwood

to call US from Canada you need to make sure you dial the 1...then the area code...then the number. Your call should complete as long as you have the Can/US/Mx plan and dial as suggested.

Re: Cannot make calls to the US

timwood — Mon, 09 Dec 2024 15:49:44 GMT

After switching to LTE I rebooted the phone. Same issue, no ringback to a US number.

Re: Cannot make calls to the US

Phil_Adelphus — Mon, 09 Dec 2024 15:50:25 GMT

@timwood This happens with calls when I am in the US and within Canada............When in the US I got data and calls to/from Canada

So it does work in the US?

Re: Cannot make calls to the US

slusagm — Mon, 09 Dec 2024 15:50:48 GMT

are you in US now or you Canada?

did you make calls with a 1 in front?

Re: Cannot make calls to the US

timwood — Mon, 09 Dec 2024 15:55:48 GMT

The phone connects in both the US and Canada. I get data when I am in Canada and the US. When in Canada and the US I can make calls to a Canada number. When I am in Canada and the US, any call to a US number I get no ringback. I switched to LTE, got it to work only once, but since then it does not work.

Re: Cannot make calls to the US

hairbag1 — Mon, 09 Dec 2024 16:08:23 GMT

@timwood

that's odd ! Is it only 1 specific number that you try ? Try calling a different number to see if that still occurs. You could try dialing 1-208-345-0000 to see if the call completes. That's Flying Pie pizza in Boise ID...they're closed right now but the call will ring if successfully dialed.

added..if that fails again, you should click ob the orange ball on lower right side of page to start process of Customer Support. Give them your ph #, name on account, your PM pin # and your account number too. Let them know the issue you're having.

If that method doesn't work, you can message Customer Support using this here link...

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Cannot make calls to the US

timwood — Mon, 09 Dec 2024 16:06:21 GMT

A call to Flying Pizza also doesn't work. I have tried more than 1 number.

Also PM would not allow be to submit a support ticket, I got an error message.

Re: Cannot make calls to the US

hairbag1 — Mon, 09 Dec 2024 16:09:02 GMT

@timwood wrote:
A call to Flying Pizza also doesn't work. I have tried more than 1 number.
Also PM would not allow be to submit a support ticket, I got an error message.

Use this link then...

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Cannot make calls to the US

timwood — Mon, 09 Dec 2024 16:11:14 GMT

Thanks I have sent a private messge.

Re: Cannot make calls to the US

timwood — Mon, 09 Dec 2024 16:15:38 GMT

I am in Canada now. And yes I put a 1 in front. I can also make long distance calls within Canada.

Re: Cannot make calls to the US

hTideGnow — Mon, 09 Dec 2024 16:22:56 GMT

HI @timwood

do you have another phone to test the sim card?

if still unable to call US, ask support agent to check

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

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Cannot make calls to the US

timwood — Mon, 09 Dec 2024 16:29:20 GMT

I have an esim so option to try another phone.

I tried to submit a ticket and got an error.

I sent a direct message as per your link.

I'm awaiting a response.

Re: Cannot make calls to the US

timwood — Mon, 09 Dec 2024 16:30:13 GMT

First line should say no option to try another phone.

Re: Cannot make calls to the US

hTideGnow — Mon, 09 Dec 2024 16:31:47 GMT

HI @timwood

ask support first

or a possible solution is to get a free replacement esim and it should resolve the problem

Re: Cannot make calls to the US

DennyCrane — Mon, 09 Dec 2024 19:08:51 GMT

What phone are you using? If it's not on Public Mobile's VoLTE whitelist, phone calls won't work (from the US) unless you happen to find a T-Mobile 2G connection.

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