New account - not able to use phone in USA

[Krytri]

iPhone 13 

plan: 100GB within Canada/US Data at 5G speeds 

unlimited Canada and US wide minutes and messages plus unlimited international text and picture messages 

I live in a border town and this is my first trip “over cross”. I never received a message from public mobile when crossing over as I have read that you may get even though you don’t need add ons. When I first tried to use my phone, I was unable to use data or phone services even though my phone was saying full bars and I had LTE/5G service. 

i have since changed to 4G/LTE and tried T-Mobil and AT&T. I am able to use data but have no ability to call or text. It is still saying I have 3 bars of service and LTE data service. 

phone works perfectly fine in Canada. 

help! 

[Krytri]

In just a few days the CS_agent messaged me back. They asked me to download a new eSIM and it took care of all of my problems! It now works great on both sides of the border and my bill is 1/3 of what it was! 

[will13am]

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@Krytri wrote:

I am as new as they come. Signed up this week. All functions work fine in Canada. I have also learned what I thought was a 13 is actually a 12. That might make a difference? Is customer service usually pretty quick?

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@Krytri , iPhone 12 or 13 should not make a difference.  According to the help article iPhone 8 and above are VoLTE capable although personally I have my doubts.  I have a friend using an iPhone X sourced from a competing brand and it does not have VoLTE.  If you had VoLTE enabled, making a call would be totally straightforward.  In the US, the 3G network has been shut down and without VoLTE calling is only possible on the T-Mobile 2G network which is also being shut down.  

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

[Krytri]

I am as new as they come. Signed up this week. All functions work fine in Canada. I have also learned what I thought was a 13 is actually a 12. That might make a difference? Is customer service usually pretty quick?

[Phil_Adelphus]

@Krytri   iPhone 13 should have VoLTE automatically enabled, there is usually no toggle for it (I have iPhone 13 and no VoLTE toggle).  You might be best to contact customer service in case they  need to reset something their end.  Use the chat icon bottom right of this page to submit a ticket, but if that doesn't work use this link to send a private message

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

Edited to add, how new is your account because there is also a known glitch with text messaging for new customers that customer service can fix.

[Sansan]

🤨 sorry

[hTideGnow]

hi @Krytri if you can use data, text should work 

for voice, you are using iPhone 13 and have VoLTE.  Try reboot phone again and test.   Or use VoIP app to make calls.  Download TextNow, it works well

[Krytri]

Nothing there. 

[Sansan]

In the settings menu you would click on general.  About phone. There should be directions to follow there

[Krytri]

Any suggestions on how to do a carrier update..? 

[Sansan]

@Krytri someone had a similar issue yesterday. They said the fix for them was to connect to wifi and perform a carrier update??  Hope it will work for you too...

[Krytri]

I believe it was purchased directly from Apple. It is my mom’s old phone. 

[Krytri]

I have changed to 4G and have gotten data but no phone service. Previously, I had 5G service. 

text messages do not seem to work unless I send an iMessage and use data. Phone calls also do not work. 

i am unable to turn on the VoLTE and it says I have to contact Public Mobile for that. 

[will13am]

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@Krytri wrote:

When I went to turn on VoLTE it says that I have to contact public mobile. Could this be my issue? 

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Where was your iPhone sourced.  I have this suspicious feeling that your phone might not be VoLTE whitelisted even though it is fully capable.  Try connecting to T-Mobile and making a 2G call.  If that works, it would mean you are not getting VoLTE.  I don't think support can do anything about the VoLTE whitelist as it is above their pay grade so to speak.  

[hairbag1]

@Krytri 

in the phones settings, Cellular / Cellular Data Options (Roaming ON) / Voice & Data..select 4G instead of 5G.

For best voice calls, make sure you have volte enabled on your phone that is on PM's volte whitelist...otherwise you'll have to rely on 2G for calls as there's is no 3G in US any longer.

The least troublesome should be SMS messaging as long as you're set up correctly.

[BKNS27]

@Krytri 

Yup this could by the issue.

[BKNS27]

@Krytri 

I have the same issue with the TextNow SIM at border towns when trying to connect to T-Mobile network but if I go further south…no issues.

Get a hold of an agent to investigate.

[Krytri]

When I went to turn on VoLTE it says that I have to contact public mobile. Could this be my issue? 

[Krytri]

iPhone 13. 

Data roaming has always been on as I had a North America wide plan through Bell previously. The data also works. The actual phone services (talk/text) do not. 

[Krytri]

Data roaming is always enabled because I previous had a North America wide plan through Bell. I have rebooted multiple times with no success. 

[TheSterlinger]

@Krytri 
Which phone are you using? Have you made sure roaming is on?

[BKNS27]

@Krytri 

It sounds like you are doing the right things.

This might be a dump question but is Roaming and VoLTE enabled.

If they are reboot your phone and see if that helps. If not, contact an CS_Agent by type in Submit a Ticket on the Chat bubble.

Meanwhile, use WhatsApp or TextNow through wifi if you have these apps.