I have US Roaming-Unlimited Talk for 15 days and still can't make a phone call to the US

[gorellanahuelva]

I have redeemed the Unlimited US Minutes add-on for 15 days, but every time I try to make a phone call to a US number, I receive a recording stating that I have no minutes and need to purchase them. Why don't I have access to the unlimited 15 days of US phone calls as expected?

[hTideGnow]

HI @gorellanahuelva 

yes, I thought you go the wrong addon earlier too

so, just ask support agent to change that back to the US calling addin for you. You can submit ticket as my earlier post suggested

[gorellanahuelva]

No, I am in Canada trying to make a phone call to a US phone number

[Phil_Adelphus]

@gorellanahuelva   So you are in the US and calling US numbers?  The problem might be that your phone is not capable/approved for VoLTE as @Handy1  suggested.  You can check the list here although other phones might work.  If you let us know what phone you have we may be able to help

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

[computergeek541]

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@Handy1 wrote:

@gorellanahuelva  If your phone not in the PM voLTe whitelist it will be difficult to make calls you will have to rely on 2G/3G and connect to T mobile 

VoLTE white list

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

only other option will be text now app or what’s app for voice calls 

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As the customer is hearing an audio message about needing a roaming package, this means that a compatible a network compatible with voice service is already being connected to.

[hairbag1]

@gorellanahuelva 

I would go ahead and buy the correct add-on..then message Customer Support in hopes they credit your account for the initial add-on that was incorrect.

added...the one you want is 1000 minutes US talk (from Canada) for $15....OR...as @Handy1  suggested, download the free voip app TextNow to be able to call most any US number for free, using your local wifi or PM data.

[hairbag1]

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@gorellanahuelva wrote:

How can I message customer support? I thought this was Public Mobile customer support.

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Click on the orange bubble lower right side of page to start the process. Give them as much account info as you can ie: ph #, name on acct, PM account #, PM pin #.

[hTideGnow]

Hi @gorellanahuelva 

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            

[gorellanahuelva]

How can I message customer support? I thought this was Public Mobile customer support.

[hTideGnow]

hi @gorellanahuelva 

are you calling from US?  that roaming add-on is to be used when you are in US

if you are in Canada and need to make long distance calls to US, that is a different add-on to buy

[Handy1]

@gorellanahuelva  If your phone not in the PM voLTe whitelist it will be difficult to make calls you will have to rely on 2G/3G and connect to T mobile 

VoLTE white list

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

only other option will be text now app or what’s app for voice calls 

[hairbag1]

@gorellanahuelva 

that add-on is for use while you're in US...if you're in Canada the add-on you want is a different one. Message Customer Support and let them know you pick the wrong add-on and they'll fix it for you.