Data working but not calling when traveling to the USA

[BMarshall]

Hi, 

I am using a Redmi Note 10 Pro, and have the $39 50GB USA-CA-Mexico package. I am currently in the USA and am having trouble with my phone. I have data but cannot receive or sent calls. I have tried playing around with APN's and mobile networks. I have found that turning off automatically slecet network and choosing T-Mobile 4g my calling starts to work but when I travel any short distance I lose my service of both calling and data. If I choose AT&T calling never works. Sometimes changing the APN to telus or koodo makes it work for a day or two but then it stops working again randomly. I would like to attach some pictures that show my problem but do not see the option. I think I need to speak with an agent, can you please give the phone number so that I can speak with someone to help me with this or at the very least do live chat. 

How I can get my calling to work in the USA. I know that Volte can be one of the factor that affect calling on the network and have it turned on for other providers in the past but do not see the option with your sim card

[funpig1]

@BMarshall 

I googled your phone. Apparently there is a hidden setting to enable Volte in that model:

"Enter the string * # * # 86583 # * # * in the field for dialing numbers, a message will appear after the last character, which must end with DISABLE. If ENABLE, we repeat the string again. This will allow VoLTE because this menu is hidden by default."

Please verify this on your own before changing your settings. I do not want to be responsible for bricking your phone! Good luck.

[BKNS27]

@BMarshall 

Yes, if your phone is not on the whitelist. Chances are that it won’t work on VoLTE even if there is a VoLTE in the setting.

You can use WhatsApp if all parties have this app when connected to wifi or on data.

[Phil_Adelphus]

@BMarshall   AT&T doesn't list any Redmi phones as compatible with VoLTE on their system as far as I can see

https://www.att.com/scmsassets/support/wireless/devices-working-on-att-network.pdf 

Yes a phone model can be VoLTE capable but unless the carrier, in this case Public Mobile, enables VoLTE for that phone it still won't work.  I had that problem with a VoLTE capable phone on another Canadian carrier.  Does the phone not offer 2G so you can try T-Mobile again?  Some people  have said dropping the phone to 3G on T-Mobile also works, I assume the phone then drops itself down to 2G.

[BMarshall]

Yes my phone is not on the whitlist, Are you saying that phone not on the whitlist will not work even if they have Volte? My phone does have Volte and the calling works when I play with the settings but only for a day or so. How can I make it so that it works all the time. One problem may be that it works on T-mobile but not AT&T. 

[Phil_Adelphus]

@BMarshall   Public Mobile has a fairly short whitelist for VoLTE and there are no Redmi phones on it.  As you discovered, it may work on T-Mobile, that is likely on the remains of their 2G network which is spotty and also being shut down.   There is no more 3G in the USA which is why only VoLTE enabled phones will work there as of 2022.  Typically if it is a VoLTE problem then data and testing will work but not voice calls.  If you have the option, try setting the phone to 2G on T-Mobile for voice calls and you may be lucky.  Otherwise there is the option of a voip app like TextNow or Fongo to use on data and wifi.  There is no PM customer service number to call, it's all by ticket or private message.  You can open a ticket at the chat icon bottom right of this page if you need to contact them.

[Dunkman]

@BMarshall 

The likely issue is that your phone is not on the Public mobile VoLTE whitelist.  With VoLTE, you will have calling issues in the USA, since the 3G network has been decommissioned.  

There is no phone number.  You will need to contact CSA via the chat bot.  Click on the chat icon on right lower corner of website and follow prompts to submit ticket.  You will get a response in a few hours. 

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

https://www.publicmobile.ca/en/get-help/articles/us-roaming-troubleshooting