Can't make calls to the US Virgin Islands

[bobca420]

I tried to place a test call to the USVI and was met with a message saying my call couldn’t be completed. I had made a successful call to Puerto Rico without issues issues, but any other number doesn’t seem to work. I’ve reviewed the coverage map on the PM website, and it mentioned that both Puerto Rico and the Virgin Islands were within the coverage area. I just wanted to know if anybody else has been experiencing similar issues with their service.

[CSA_PM]

Thank you for the escalation!

The customer is already in contact with an agent.

[slusagm]

@bobca420 

Guam is never part of any US calling.  But Puerto Rico and US Virgin Islands are both said clearly as part of US calling.  Just contact PM and get this sorted out

[bobca420]

@slusagm I figured that would be the case but for some reason it won't connect. Calls to any of the 50 states and Puerto Rico call perfectly, but USVI, Guam don't work.

[slusagm]

@bobca420 there are different versions of Canada US and Canada US Mexico plans, but calling US Virgin Islands is included in all of them as calling US Virgin Islands is part of the US calling, as long as the plans have US calling , you can call US Virgin Islands. 

[bobca420]

Hi again @hTideGnow I've tried again using your suggestions and for some reason still doesn't seem to connect. I'll try and reach out to PM and see what they can do. Thanks for the help! 🙂

[hTideGnow]

hi @bobca420 it is included in all CAN-US-MEX plans as well

if you call the proper way but not connecting , submit ticket with PM agemt

[Chalupa_Batman]

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@bobca420 wrote:

Is it not included with the CAN-US-MEX plans?

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There have been a few different versions of this plan. It's best to go to the app and look what's included with the plan. 

[bobca420]

Is it not included with the CAN-US-MEX plans?

[hTideGnow]

hi @bobca420 

US virgin island is included in  the 1000 U.S. Long Distance Minutes addon or the Canada-US plan and you should be able to call

how you make the call?  Try calling 1 340 ### #### or +1 340 ### ####  and it should work 

in case it sitll does not work, ask PM support agent to check.  

 submit a ticket with CS Agent using Chatbot here:       
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             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 

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