Not receiving USA phone calls

[Lecigirl222]

I have a Canada/USA package, I also just added a $15. Roaming add-on.   I still  am not receiving USA incoming calls.  Does anyone know what else I need to do? 

[Phil_Adelphus]

@will13am  Public Mobile really should update this part of the VoLTE page

"If there is no VoLTE coverage or if customers don’t have a VoLTE-Roaming enabled device, customers will continue roaming on the 3G/HSPA network."

I assume it was written before the US finished shutting down 3G at end 2022 so it's very misleading now that VoLTE is pretty much a requirement for voice calls when US roaming. 

[will13am]

@Lecigirl222 , it is probably easiest if you read the help article on VoLTE yourself.  It is pretty self explanatory.  If clarification is needed, you can ask in this thread.

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

[Handy1]

@Lexigirl  No you can receive calls from anywheres on earth . No roaming needed . But you do need US long distance mins or CAN/US plan to call the states 

[RavingRaven]

@Lecigirl222 

VOLTE is Voice Over LTE in other words whereas previously Public Mobile's voice call services used only the 3G network now if you have a VOLTE capable phone that has been provisioned by them for VOLTE your phone will primarily use the (4G)LTE network for your voice services and only default to the 3G network if necessary.

The US decommissioned their 3G networks in 2022. Until Public Mobile introduced VOLTE early last year the only option for Public Mobile customers Roaming in the US to use their voice services was if they could connect to T-Mobile's 2G network that they had maintained because they had extremely poor 3G network coverage. But even they will be decommissioning their 2G network in the near future.

Interesting the message your US callers are recieving as I would think their calls should be defaulting to your voicemail. Try calling your number from another phone and/or download the textnow app and choose a Canadian phone #. See if you can access your voicemail. If so press "*" and enter your PIN#. If not what message do you get when calling from a Canadian phone #?

At the very least you can use the textnow app/number for your US calling. If possible change your voicemail greeting to include that phone #. Textnow is free on wifi and uses about 0.5mb/min for voice calls.

[computergeek541]

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@Lecigirl222 wrote:

I am not sure what Volte is?  What is that ?

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VoLTE means that the LTE network is being used for phone calls.  Public Mobile is retrictive about the devices that it allows to use VoLTE. Unfortuantley, without VoLTE, voice services aren't going to work in the US with any sense of reliability.

[Phil_Adelphus]

@Lecigirl222   I am not sure what Volte is?  What is that ?

See the link I posted in the first reply.  It is Voice over LTE.  You need it in the USA because they no longer have 3G, which is what phones without VoLTE need to use.

[Lecigirl222]

I am not sure what Volte is?  What is that ?

[Phil_Adelphus]

@Rastin I was surprised to see yesterday in the US roaming FAQ that Verizon is now possible, quote "We’ve partnered with AT&T, Verizon, and T-Mobile to provide you with fantastic coverage."

[Lecigirl222]

Thank you. The message one caller got was the number is not recognized 

[Rastin]

You need to manually select tmobil or at&t to make calls in the US. As for the ad on you just wasted money as your plan covered you. Also select 4g or 2g if having problems

[computergeek541]

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@Lecigirl222 wrote:

I have a Canada/USA package, I also just added a $15. Roaming add-on.   I still  am not receiving USA incoming calls.  Does anyone know what else I need to do? 

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The first thing would be to open a ticket and ask for a full refund of the add-on using the chatbot  https://widget.telus.tiia.ai/publicmobile/publicmobile.html (or by using the support section of the app) to contact a customer support agent.  Public Mobile should not be selling custoemers add-ons that do not offer anything, as is the case when customers already have plans that include US roaming.

As for being able to receive phone calls while you're in the US,  has VoLTE worked previously when you're using vocie services at Public Mobile?

[will13am]

@Lecigirl222 , are you traveling in the US at the moment?  If so, one possible reason for not receiving calls while in the US is because your phone is not VoLTE whitelisted and your locale does not have T-Mobile 2G coverage.  As for CAN-US roaming add-on, you did not need to purchase it if you already have a CAN-US plan.  I would suggest you use the chat symbol to create a support ticket to seek a refund.  

[RavingRaven]

@Lecigirl222 

Are you in the US? Why would you add a roaming add on if you have a US roaming plan?

What message are your US callers recieving when they try to call you?

You can probably reach out to customer support and ask for a credit for the US Roaming add on you added by mistake.

[Phil_Adelphus]

@Lecigirl222  You did not need to get a roaming add on with the Canada-US plans, you can ask support to credit you for it.  If you are in the US do you have data roaming turned on, is your phone set to 4G/LTE and not 5G, is your phone on the VoLTE list?  If not you will need to try and connect to T-Mobile's 2G network

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

But to clarify is everything else working, can you make phone calls?  Where are you currently, Canada or US?

[Lexigirl]

Do I need to add roaming to receive usa phone calls