topic Re: US data roaming is not working in Get Support

US data roaming is not working

Theakre — Thu, 16 Jan 2025 11:54:04 GMT

US data roaming is not working

I tried everything that was written in the community board, but my US roaming still doesn't work. I don't know what to do...if it doesn't work I would like to get my money back that I payed for it please.

Best, Thea

Re: US data roaming is not working

kb_mv — Wed, 15 Jan 2025 18:01:07 GMT

@Theakre This may sound like a stupid question but do you have data roaming turned on? Are you showing any signal on your phone? What phone do you use?

Re: US data roaming is not working

slusagm — Wed, 15 Jan 2025 18:10:08 GMT

what have you tried? what phone do you have?

the phone was working in Canada?, you tried changing network carriers? Tried them all? T-Mobile, AT&T and Verizon?

and you had your network mode set to 4G or LTE?

did you just get the roaming addon or you have the Canada/US plan?

you can ask PM to help as well if you like, just open ticket with PM using the Orange Chatbot icon on the lower right. Type the question Submit ticket and select Contact Us to get to ticket open screen

or message them using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: US data roaming is not working

eddieO — Wed, 15 Jan 2025 18:29:08 GMT

@Theakre sometimes rebooting the phone after applying the add-on can help.
Also, can you confirm it text (in/out) works? does data work? If calling is the only thing not working it's likely that your phone might not be on Public Mobile's whitelist for VoLTE devices:

Scroll towards the bottom for a list of VoLTE-roaming enabled devices:

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

Re: US data roaming is not working

kb_mv — Wed, 15 Jan 2025 18:31:55 GMT

@eddieO wrote:
@Theakre sometimes rebooting the phone after applying the add-on can help.
Also, can you confirm it text (in/out) works? does data work? If calling is the only thing not working it's likely that your phone might not be on Public Mobile's whitelist for VoLTE devices:
Scroll towards the bottom for a list of VoLTE-roaming enabled devices:
https://www.publicmobile.ca/en/on/get-help/articles/volte

@eddieO @Theakre OP's first line is US data roaming is not working. VOLTE is not a factor here.

Re: US data roaming is not working

slusagm — Wed, 15 Jan 2025 18:34:10 GMT

I think OP should provides us more info. He said he tried everything, but hard to say what is "everything" And he didn't mentioned if the had the roaming plan or roaming addon. If add-on, it could be that he bought the wrong one

Re: US data roaming is not working

eddieO — Wed, 15 Jan 2025 18:35:22 GMT

@kb_mv you might be right but I've seen posts in the past that were mislabeled or missing other information. It might be helpful for other customers who read the post to know what other factors could be or how to troubleshoot.

Re: US data roaming is not working

Theakre — Wed, 15 Jan 2025 18:36:20 GMT

None of them works. Thank you!

Re: US data roaming is not working

slusagm — Wed, 15 Jan 2025 18:38:58 GMT

@Theakre

it's hard to help out without further information. But you can message support and ask them to help out or check if they can put the credit back to your account. Please submit ticket using the way I posted above

Re: US data roaming is not working

Theakre — Wed, 15 Jan 2025 18:42:45 GMT

It's a roaming adonn. I tried all the options that I found described in the community. I changed the networks, I selected them manually, I have my roaming on, I have bolted calls on, I checked my settings.

The phone is a one plus phone. My phone worked in Canada.

Re: US data roaming is not working

Theakre — Wed, 15 Jan 2025 18:44:11 GMT

Volted I mean. I also rebooted my phone a few times and went into flight mode a few times after changing networks.

Re: US data roaming is not working

slusagm — Wed, 15 Jan 2025 18:46:19 GMT

are you still in US now and still want to try to fix it?

Yes, I saw posts talked about OnePlus phone have problem with APN and need to manually change things around. Try reset network settings, and next to try is to update the APN settings

of course, if you are back in Canada, then just work with PM and they will usually able to provide refund

Re: US data roaming is not working

eddieO — Wed, 15 Jan 2025 18:47:18 GMT

@Theakre sounds like you tried all the main things. I would message a support agent to see if there is something on their end causing the problem.

VoLTE would only affect voice calling but your text and data should be working but sounds like they are not.

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: US data roaming is not working

Theakre — Wed, 15 Jan 2025 18:47:31 GMT

Messages work, mobile roaming data doesn't work, calling seems to work. Just tried everything.

Re: US data roaming is not working

eddieO — Wed, 15 Jan 2025 18:49:19 GMT

The link below is for checking your APN settings:

https://www.publicmobile.ca/en/on/get-help/articles/set-up-data-on-an-android-phone

Verify the following field match:

Name: Public Mobile
APN: sp.mb.com
MMSC proxy: mmscproxy.mobility.ca
MMSC: http://aliasredirect.net/proxy/mb/mmsc
MMS port: 8799
MCC: 302
MNC: 220

Re: US data roaming is not working

Theakre — Wed, 15 Jan 2025 18:57:06 GMT

Thank you!

Re: US data roaming is not working

Phil_Adelphus — Wed, 15 Jan 2025 19:06:16 GMT

@Theakre Note that in the APN settings the first line usually needs to be in all caps with OnePlus phones, i.e. SP.MB.COM

Re: US data roaming is not working

softech — Wed, 15 Jan 2025 19:08:10 GMT

@Theakre

In fact with OnePlus, there might be a bit more work than simply updating and cap

Many confirmed that you need to delete the current APN profile first. Then Add new profile and add according to this, please note case-sensitive and do not add extra spaces. Remember to save the new APN and then reboot the phone before you try

APN: SP.MB.COM
Proxy:
Port:
Username: <blank>
Password: <blank>
Server:
MMSC: http://aliasredirect.net/proxy/mb/mmsc
MMS Proxy: mmscproxy.mobility.ca
MMS Port: 8799
MCC: 302
MNC: 220
Authentication Type: Not Set
APN Type: default,supl,mms
or   default,mms,agps,supl,fota,hipri
   (might need to include DUN for hotspot, please note case sensitive)
APN protocol: IPv4
APN roaming protocol: IPv4
APN enable/disable: APN enabled
or  Turn APN on/off APN turned on
Bearer: Unspecified
MVNO (Mobile virtual network operator) type: GID
MVNO (Mobile virtual network operator)value: 4D