Phone not working properly since travel to Mexico

[zabr]

My wife and I are Public subscribers since December 2024. No issues with service until now. In Feb 2025 we travelled to Mexico. Roaming features worked as promised, connected mostly to AT&T and Telcel. Returned last week. Since return, my wife's phone is not working properly. Issues include: cell service in USA not working, facetime calling wants to put +52 (Mex area code) into contacts and therefore does not dial through.

No changes have been made to phone settings, we did reset network info, reset phone, called Apple to see if issue was on their end. 

I have not experienced any issues (did have the +52 issue for a day but a reset fixed it). I also use my phone less than her.

Wife's phone is an iphone 16. My phone is iphone 11.

Thank you for any help you can provide

@CS_Agent 

[slusagm]

I think your trouble is the account problem.  You will need PM to check.   Since you cannot properly login, you won't be able to open the preferred Chatbot ticket.  So, you will need to message them here:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox, check here:
      https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage        

[Lex777]

I have a Canada/US/Mexico plan. I am using an iPhone 14 Pro. 

I am not in Canada and still can't log in; it says unauthorized contact Customer Service. Yes, I tried Incognito and a different browser to login.

[hTideGnow]

hi @Lex777 

first, do you have a Canada/US or Canada/US/Mexico roaming plan ? or do you have US roaming addon?

And may I know what phone do you have?

for login issue, it is a different problem, I think.   Are you in Canada now? Can you login? did you try using Incognito/private/secret mode on your browser? or did you try using Public Mobile app?

[Lex777]

I am also having the same issue while using my iPhone in the united states. I can't even log in to my Public account as it says unauthorized and when I attempt to make a call it says I don't have a booster on my account that covers that call. I have been a customer for over 6 months and this has never happened. This is so frustrating! Resetting network settings and putting on/off airplane mode doesn't work either. 

[Phil_Adelphus]

@zabr  Also with each network try LTE instead of 5G, especially if trying AT&T.

[zabr]

VoLTE is enabled by default for her due to running iOS 18. I will ask her to try and manually connect to networks there. I agree that facetime shouldn't be impacted but it is. Facetime works on her apple laptop. Just not the phone. 

I am unable to remove SIM since we both use eSIM.

[slusagm]

She has an iPhone, she should be able to use VoLTE

ask her to try the different network and try to make calls , T-Mobile, AT&T and Verizon

having the country code on the contact really shouldn't affect Facetime.  

[zabr]

Hi @slusagm, 

I am in Canada. My wife is in the US and does not have cell service right now. I am submitting this issue on her behalf. She has an iphone 16. The +52 addition is still happening in Canada for her, it is being added for Canadian numbers that are stored in her contacts as Canadian numbers. This is only happening with Facetime (as far as we know). The impact is the numbers will not dial through.

We did try resetting network settings as well as a reset on the phone and unfortunately this did not work.

[slusagm]

hi @zabr 

call service in USA does not work, so you are in US and cannot make calls? what phone do you have?

and adding +52 to the contact for making calls to Mex is correct.  Facetime calling people in Canada and US ok?

and try Reset network Settings