topic Re: Cross border Call in Get Support

Cross border Call

LeicaM2 — Wed, 20 Aug 2025 21:33:26 GMT

I've been w PM since 2021. Live by Niagara Falls border. My work involves transport of goods to Buffalo so I need calls to/from Canada US. Upgraded my plan to Can-US plan w 20GB recently. No calls across border was possible. "Mobile network not available". I suspect my phone (Moto g 2021) has 3g sim. Can someone, anyone please direct me what to do next, before I decide to leave PM..

Re: Cross border Call

slusagm — Wed, 20 Aug 2025 21:31:55 GMT

Your phone is not on PM VoLTE whitelist and could need to be upgraded. Check here to confirm

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

Re: Cross border Call

TheSterlinger — Wed, 20 Aug 2025 21:39:36 GMT

Your phone should work in the US. However, the US has done away with the 3G system. So if your phone is not supported, ensure that whatever carrier you decide to go with, this phone will be supported or you will find yourself stuck again.

Re: Cross border Call

LeicaM2 — Wed, 20 Aug 2025 21:57:59 GMT

Thank you. But by upgrade, do mean buy a newer phone?

Re: Cross border Call

Meow — Wed, 20 Aug 2025 22:25:07 GMT

@LeicaM2 wrote:
Thank you. But by upgrade, do mean buy a newer phone?

Yes, unfortunately to have 'approved' VoLTE phone to work with PM you would need to buy a new phone. If you have to go that route get Canadian version of the phone to avoid ANY issues with Canadian providers particularly Public Mobile. Check the list of 'approved' phones on PM site.

Additional writing: By The Way WHERE is that famous list of 'approved' phones posted on PM web site? I tried to add a link to help this person but could not find a list of 'approved' phones. Only frequencies and blah, blah about VoLTE. Ordinary customer will not know how to handle 'frequencies' and similar stuff.

Re: Cross border Call

jnyhof — Wed, 20 Aug 2025 22:16:38 GMT

My sure you have roaming turned on. Used it in Buffalo last year and it worked, took some time to connect once past the bridge.

Re: Cross border Call

LeicaM2 — Fri, 22 Aug 2025 22:28:12 GMT

Could it be my sim card? When I first joined PM, I install a 3g sim card. Now because we're 4 or 5g environment, I suspect I need to change to a 4g sim card. My Moto g power 2021 shows LTE on the upper bar.

Re: Cross border Call

computergeek541 — Fri, 22 Aug 2025 23:04:27 GMT

@LeicaM2 wrote:
Could it be my sim card? When I first joined PM, I install a 3g sim card. Now because we're 4 or 5g environment, I suspect I need to change to a 4g sim card. My Moto g power 2021 shows LTE on the upper bar.

Public Mobile has never had separate 3g, 4g, and 5g SIM cards. All SIM cards that Public Mobile has ever used are capable of connecting to the same networks.