Cannot make calls to the US

[timwood]

I am a new subscriber to PM. All calls to a US numbers do not go through. I get radio silence, no ringback. This happens with calls when I am in the US and within Canada.

[timwood]

This was resolved this by sending a direct messsage to https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

The tech refreshed my profile and now it all works.

[Phil_Adelphus]

@timwood   Go to Settings - About Phone - Build Number, at least based on my older Android.  But if you can make and receive phone calls in the USA I don't think that points to a VoLTE issue.  Since you're in Canada now you can test it.  Turn off wifi, turn on cellular data, make a phone call.  If the phone stays on LTE you have VoLTE, if it drops to 3G you don't.

[timwood]

I have a moto g 5G - 2024. The whitellist saya 

• Motorola Moto g 5G (S2SA32.1-54 & above)

How do I get the information corresponding to S2SA32.1-54 & above?

[DennyCrane]

What phone are you using? If it's not on Public Mobile's VoLTE whitelist, phone calls won't work (from the US) unless you happen to find a T-Mobile 2G connection.

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

[hTideGnow]

HI @timwood 

ask support first

or a possible solution is to get a free replacement esim and it should resolve the problem

[timwood]

First line should say no option to try another phone.

[timwood]

I have an esim so option to try another phone.

I tried to submit a ticket and got an error.

I sent a direct message as per your link.

I'm awaiting a response.

[hTideGnow]

HI @timwood 

do you have another phone to test the sim card?

if still unable to call US, ask support agent to check

 submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             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 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage            

[timwood]

I am in Canada now. And yes I put a 1 in front. I can also make long distance calls within Canada.

[timwood]

Thanks I have sent a private messge.

[hairbag1]

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@timwood wrote:

A call to Flying Pizza also doesn't work. I have tried more than 1 number. 

Also PM would not allow be to submit a support ticket, I got an error message.

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Use this link then...

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[timwood]

A call to Flying Pizza also doesn't work. I have tried more than 1 number. 

Also PM would not allow be to submit a support ticket, I got an error message.

[hairbag1 · Accepted solution]

@timwood 

that's odd ! Is it only 1 specific number that you try ? Try calling a different number to see if that still occurs. You could try dialing 1-208-345-0000 to see if the call completes. That's Flying Pie pizza in Boise ID...they're closed right now but the call will ring if successfully dialed.

added..if that fails again, you should click ob the orange ball on lower right side of page to start process of Customer Support. Give them your ph #, name on account, your PM pin # and your account number too. Let them know the issue you're having.

If that method doesn't work, you can message Customer Support using this here link...

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[timwood]

The phone connects in both the US and Canada. I get data when I am in Canada and the US. When in Canada and the US I can make calls to a Canada number. When I am in Canada and the US, any call to a US number I get no ringback. I switched to LTE, got it to work only once, but since then it does not work. 

[slusagm]

are you in US now or you Canada?

did you make calls with a 1 in front?

[Phil_Adelphus]

@timwood   This happens with calls when I am in the US and within Canada............When in the US I got data and calls to/from Canada

So it does work in the US?

[timwood]

After switching to LTE I rebooted the phone. Same issue, no ringback to a US number.

[hairbag1]

@timwood 

to call US from Canada you need to make sure you dial the 1...then the area code...then the number. Your call should complete as long as you have the Can/US/Mx plan and dial as suggested.

[Phil_Adelphus]

@timwood  happens with calls when I am in the US and within Canada.

If you want to make calls when you are in the US you need a Canada-US (and now Mexico) plan or a US roaming add on.   If you don't have that you need two add-ons, one for US calling minutes from Canada and one for US roaming for when you are in the US.

[timwood]

I have the Canada/US/Mexico plan. When in the US I got data and calls to/from Canada.  I just tried switching to LTE and made a call to the US and got ringback. Wow I thought that was it. Tried a second time and again no ringback.

[hairbag1]

@timwood 

log in to your PM account and find the 1000 minute US calling add-on for $15....you can also covert points if you have them.

[hTideGnow]

HI @timwood 

first, do you have Canada/US or Canada/US/Mex plan?  only those have US calling included

if you have a Canada only plan, you will need to have US calling addon to call US