topic Re: Voice calling does not work in Get Support

Voice calling does not work

Dennis0926 — Mon, 07 Apr 2025 02:26:42 GMT

Voice calls do not work. When I dial a number it just seems to disconnect. Voice on apps such as Whatsapp and Kakao work fine. Texting works fine. This first started when I went to the US and after subscribing to add ons I found Voice wouldn't work but texting worked fine. Submitted a troubleshooting ticket to no avail. Today after returning to Canada the same thing is now happening here.

Re: Voice calling does not work

Sansan — Mon, 07 Apr 2025 02:38:40 GMT

Hi, you could try to reset your phone networks to see if that will help.

Or turn airplane mode on and off for a few minutes.

But also what type of phone do you have and what province are in located in?

Re: Voice calling does not work

hairbag1 — Mon, 07 Apr 2025 02:43:54 GMT

@Dennis0926

Did you buy a 2nd USroaming add-on right after first one expired ? In the past, we found you should wait for 24 hrs after first one expired. Click the orange chat bubble lower right side to get Customer Support.

added… for use in USA you must have a VoLTE enabled cell that PM has recognised and is on the “whitelist”. Without it, your calls will fail while in USA.

Re: Voice calling does not work

Dennis0926 — Mon, 07 Apr 2025 02:52:40 GMT

Hi, no I never purchased a 2nd US roaming add on. Also the phone worked fine in Canada before I left for the US. Now after returning to Canada it's not receiving or sending voice calls, acting exactly like it did in the US.

Re: Voice calling does not work

Dennis0926 — Mon, 07 Apr 2025 02:53:44 GMT

Hi, I'm in Alberta and the phone is a Samsung A10.

Re: Voice calling does not work

Dunkman — Mon, 07 Apr 2025 03:06:54 GMT

@Dennis0926 wrote:
Hi, I'm in Alberta and the phone is a Samsung A10.

@Dennis0926

Your phone Samsung A10 is not on Public mobile VoLTE approved list. So, that would explain your voice difficulties in the USA.

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

As for returning back to Canada, your local area might be affected by network changes as described in following link:

https://www.publicmobile.ca/en/get-help/articles/850-turndown

If possible, if you have a physical SIM card, try the SIM card in another newer phone to see whether voice services work.

Re: Voice calling does not work

Sansan — Mon, 07 Apr 2025 03:27:33 GMT

Public Mobile has made changes to there infrastructure recently so you regretably, you will probaby need to replace your Samsung A10 in order to continue using the phone voice capabilities.

Other carriers will be following suit in the near future.

Re: Voice calling does not work

Dennis0926 — Mon, 07 Apr 2025 03:46:53 GMT

Hi, that makes sense. Can you suggest where to get a replacement? I don't remember where I got that one, I just remember it was a refurbished phone. Thanks