US Add on not recognized even though listed as active on website

[NateinTO]

   I purchased a US Talk and Data add-on and it is listed as active on my Public Mobile account page. However, now that I'm in the US, whenever I try to make a call, I get the message: "Your call could not be completed because your plan does not include a US roaming add on. Please contact Public Mobile..." This occurs whether I am using AT&T or T-Mobile

   In the past, I've had issues using the data on T-Mobile (only AT&T seems to work), but calls always went through normally on both networks. Now, I can't make any calls on either network.

Jay

[srlawren]

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@hairbag1 wrote:

If your last add-on was talk/text and data...try buying just the talk add-on now again.

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@NateinTO wrote:

   I've already spend $20 yesterday buying the Talk and Data Add-On. I'm not wasting my money buying another add on!

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@NateinTO good move, this was a bad suggestion by @hairbag1 .  If you end up with more than 1 active 10-day US Roaming Talk add-on at a time, you are guaranteed to have all your calls drop within seconds.  

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@NateinTO wrote:

   I did not buy the data-only add-on. My plan states that I have:

US Roaming - 250 MB Data (10-day)
US Roaming - Unlimited Talk (10-day)
US Roaming - Unlimited Text (10-day)

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@NateinTO just to double-check, you don't see that 3rd line more than once, right?  

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@geopublic wrote:

@varun_josh  Make sure your phone is not set to 3G only for best result set it to auto.

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@NateinTO wrote:

   LTE or 3G makes no difference. No calls go through

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@geopublic @NateinTO with Public Mobile, all calls are done on the 3G network, so this indeed should have no effect.  In theory while connected to T-Mobile or AT&T you could hypothetically take advantage of VoLTE (which PM does not offer) for 4G calling, but I don't think you'd be able to enable it if you tried.

[mrzoidberg]

I am having almost the exact same problem, except my texting doesnt work either, only data. The PM site clearly shows the talk text data added corectly. When i try to submit a ticket, it tells me Error logging in. PM seriously needs to fix this

[NateinTO]

   LTE or 3G makes no difference. No calls go through

[geopublic]

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@varun_josh wrote:

Yes it is set to Auto . Still no solution yet whats going on

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@varun_josh  Unfortunately you will need to wait for the moderator. On last thing to try is to add $1 to your funds if you have a cc on file in the hopes that it triggers a reset  of your account.

[varun_josh]

Yes it is set to Auto . Still no solution yet whats going on

[geopublic]

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@varun_josh wrote:

I have correct addons as well

My Plan ($50)

Current Add-Ons

• US Roaming - Unlimited Talk (10-day)

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@varun_josh  Make sure your phone is not set to 3G only for best result set it to auto.

[varun_josh]

I dont know how much time it will take more, its already been couple hours and the only solution and message i got is to change carrier manually to T-Mobile and restart the phone.

[varun_josh]

I have correct addons as well

My Plan ($50)

Current Add-Ons

• US Roaming - Unlimited Talk (10-day)

[NateinTO]

   Texting and data work. Only talk is not working.

Jay

[NateinTO]

   I did not buy the data-only add-on. My plan states that I have:

US Roaming - 250 MB Data (10-day)
US Roaming - Unlimited Talk (10-day)
US Roaming - Unlimited Text (10-day)

Jay

[hairbag1]

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@NateinTO wrote:

   Whenever I try to make a call, I get the same message as varun_josh, regardless of which carrier I use. I have powered on and off multiple times. Ironically, my cellular data seems to work (only with AT&T, which is the case every time I have successfully used the US add-ons in the past; T-Mobile cellular data never works).

   Therefore, the problem seems to be exclusively with making voice calls, as the data element of the add on seems to work, but, for some reason, the voice calls cannot go through.

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Log into My Account / Data & Add-ons to make sure you bought the correct US Roaming add-on. Sounds like maybe you just bought the Data only portion and not any talk. Sound about right ?

[NateinTO]

   Whenever I try to make a call, I get the same message as varun_josh, regardless of which carrier I use. I have powered on and off multiple times. Ironically, my cellular data seems to work (only with AT&T, which is the case every time I have successfully used the US add-ons in the past; T-Mobile cellular data never works).

   Therefore, the problem seems to be exclusively with making voice calls, as the data element of the add on seems to work, but, for some reason, the voice calls cannot go through.

[popping]

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@varun_josh wrote:

It was auto selected AT&T before and now i manually selected T-Mobile. Calling is not working as i dont need data and there is no data addon as well. I added Unlimited US talking addon and when i call someone it says "Your call could not be completed because your plan does not include a US roaming add on. Please contact Public Mobile

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Reply to the moderator who helped you again to re-provision your account.

Good luck.

[varun_josh]

It was auto selected AT&T before and now i manually selected T-Mobile. Calling is not working as i dont need data and there is no data addon as well. I added Unlimited US talking addon and when i call someone it says "Your call could not be completed because your plan does not include a US roaming add on. Please contact Public Mobile

[popping]

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@varun_josh wrote:

Got a response, they told me that they have made adjustments and if it doesnt work i have to manually select T-Mobile, but its still not working.

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What is not working after restart your phone with T-Mobile selected?

call? text? data?

Try select AT&T as T-Mobile is like Freedom in Canada.

[varun_josh]

I did like 5 times , still saying same error message

[hairbag1]

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@varun_josh wrote:

Got a response, they told me that they have made adjustments and if it doesnt work i have to manually select T-Mobile, but its still not working.

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Cycle phone off / on again.

[varun_josh]

Got a response, they told me that they have made adjustments and if it doesnt work i have to manually select T-Mobile, but its still not working.

[geopublic]

@NateinTO  Check the addon listed again is it the correct one?

[hairbag1]

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@varun_josh wrote:

Almost 35 mins and no reply yet .

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It could take a day or longer for a response, I'm afraid.

[varun_josh]

Almost 35 mins and no reply yet .

[NateinTO]

  Thanks. I've sent a private message. I'll keep you guys up to date on the response.

Jay

[popping]

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@NateinTO wrote:

Please let me know what the moderator says. I cannot seem to post a ticket.

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You can send a private message to moderator team.  The response time will be longer without the ticket number on the private message subject.

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

[varun_josh]

For sure, i verified the account with MOD and waiting for their reply, its been 25 minutes

[NateinTO]

Please let me know what the moderator says. I cannot seem to post a ticket.

[varun_josh]

I am having same problem as well. Added Add on yesterday and now unable to make call while in US. Waiting for the MOD to answer it. 

[NateinTO]

   Yes, I've done all that, but when I reach the "Submit a ticket" page, it asks me to log in to the community to finish the process and when I enter the login info and password (the same info that I entered to enter the community to post this) I get a log in error. Cookies are enabled and there should be no reason why it won't let me continue.

Jay

[popping]

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@NateinTO wrote:

   I've already spend $20 yesterday buying the Talk and Data Add-On. I'm not wasting my money buying another add on!

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Please post a screenshot of your aminute and data usage lines with your personal data masked out.  We will take a look what went wrong while you are waiting for moderator.

[hairbag1]

Click the ? in lower right side of page. Type "add-on error"...it will eventually give you Contact Moderator or Create Ticket.

[NateinTO]

   I've already spend $20 yesterday buying the Talk and Data Add-On. I'm not wasting my money buying another add on!