My son had the same plan as me but found that he can't use his phone in US

[KenWoo]

My son and I had the same plan which the mobile service and data can be used in both CAD and US.  However, it turned out that his mobile/data didn't work when we went to US.  

Please let me know who I can contact for help.

[drsihaa]

Make sure data roaming is on (setting - cellular - SIM (public mobile) - scroll down and turn on 'data roaming'). If it does not work immediately, try turning on and off airplane mode a few times.

[slusagm]

First, sorry for some misinformation above.  Data problem has nothing to do with whitelist or not. 

and second, iPhone 12 is on the VoLTE whitelist (and as said above, data has nothing to do with whitelist or not)

Is your son and you using physical sim card?.  any chance to swap the sim card and test the phones?

and for your son, it is easier to connect to US network by changing to 4G or LTE mode.  Then please ask your son to manually connect to the 3 different networks, TMobile, AT&T and Verision, one of them should work

[KenWoo]

Thanks and I will open a ticket in this case.

[KenWoo]

He did and he is using iphone 12.

[KenWoo]

I'm sure it's not the phone issue as he has access to network/Data in Canada.  His plan suppose work in US as well but not the case.  He wants to keep the same plan and I think need administrator to check.

[eddieO]

@KenWoo, please try the suggestions that have already been shared to your post but if none help you could try placing your SIM card into your son's phone (then restart the phone) to see if it's working for you. If you have have the same issues then you know it's something with the phone's settings or another problem. You could instead try your son's SIM card in your phone and see if it works. This will hopefully help to narrow down the issue.

[Phil_Adelphus]

@KenWoo  When you say his mobile/data didn't work, do you mean nothing worked?  Or did texting and data work but not voice calls?  If only voice calls didn't work, probably his phone is not on the list of phones approved for VoLTE here:

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

If nothing worked, could he have been trying to use 5G, which can be problematic when roaming?  

If by help you mean for a refund or credit, you would need to open a ticket at the chat icon bottom right of this page, and if that doesn't work then send customer service a private message via this link

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

[hairbag1]

@KenWoo 

did he have Roaming Data enabled in Settings for data to work ? What make / model is his phone as some phones won't work for calling due to US shut down of 3G used for talk. He'd need a phone that will work with volte.

[Chalupa_Batman]

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@KenWoo wrote:

My son and I had the same plan which the mobile service and data can be used in both CAD and US.  However, it turned out that his mobile/data didn't work when we went to US.  

Please let me know who I can contact for help.

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Hey @KenWoo 

Nobody really to contact for this sort of help. Everything is self serve here. So with that being said, let's start with the easy parts. Get him a new phone that is on the Whitelist here. Two, if that isn't the right plan for him, then you can go into the app and change his plan to something different. Just make sure it's changed for Renewal and not NOW so you don't lose money. Pretty simple IMO. They won't offer you any refunds as you chose the plan.

Whitelist