topic Re: US Plan not working calls hang up in Get Support

US Plan not working calls hang up

ekng008 — Wed, 12 Mar 2025 21:03:12 GMT

I googled the problem and tried trouble shooting but my phone seems to be set up the way it should w LTE and roaming on. It worked for one day without issue and all of a sudden does not work today. My family who also have an account can call me but I cannot call them. Any advice on how to fix?

Re: US Plan not working calls hang up

will13am — Wed, 12 Mar 2025 16:34:56 GMT

@ekng008 , it is hard to say what is going on. It would appear the problem is with your phone. US roaming requires a VoLTE capable device for both outbound and inbound calls. If one works, the other should as well.

Re: US Plan not working calls hang up

slusagm — Wed, 12 Mar 2025 16:35:08 GMT

You are in US?

Try to call them by +1 then 10 digits. or 1 then 10 digits or #1 then 10 digits

Re: US Plan not working calls hang up

Dunkman — Wed, 12 Mar 2025 17:40:42 GMT

@ekng008

Which model phone?

Certain phones (international, older phones) have recent issues with voice due to PM adjusting the 3G bands on certain areas.

Re: US Plan not working calls hang up

DennyCrane — Wed, 12 Mar 2025 19:29:14 GMT

What phone do you have? And have you ensured the software on it is up to date?

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

Re: US Plan not working calls hang up

ekng008 — Thu, 13 Mar 2025 13:12:05 GMT

Thanks for your help. I have a Google 3XL. Phone is no longer supported for updates. I guess that is why. Works fine at home and worked for one day here but no longer.

Re: US Plan not working calls hang up

DennyCrane — Thu, 13 Mar 2025 14:22:27 GMT

Ah yeah, that's the issue then. It's fine I'm Canada because your phone will fallback to 3G to make phone calls. The US shut their 3G networks down a couple years ago, so that's not an option there; instead you need to be able to use VoLTE, which your phone cannot.

If you were able to make a phone call in the US on this trip it's likely because there was a T-Mobile 2G connection in that area. You could try again to search for 2G networks, but those towers are few and far between.

Re: US Plan not working calls hang up

ekng008 — Thu, 20 Mar 2025 15:57:39 GMT

Hi all, so I have returned to Canada. After reading some comments here I researched a little more and tried changing the carrier from AT&T to T-Mobile and was then able to access my phone plan. However I did notice that it did not work at times when I moved around locally between neighbouring cities. It was a bit of trial and error. Where possible I did have to resort to free Wifi and connecting to Whatsapp if my plan did not work.