US Connectivity Issues

[ld_]

Hi there, I'm posting on behalf of someone who's with me in the US. We both have Can-US plans, but I had no issues connecting to AT&T/Verizon when we arrived, while she hasn't been able to get service (all service - calls, SMS, and data).

Solutions we've tried:

- restarting the device (multiple times)

- turning on/off airplane mode to refresh the connection (no luck)

- enabling data roaming (it's enabled)

- checked the APN settings, but they look fine and this isn't a data-specific issue, calls/SMS aren't working either

We are in NYC and absolutely surrounded by cell towers, we've been in dense built areas and flatter open park areas, my connection has been fine the whole time. Any ideas?

[ld_]

Thank you all for the suggestions!

Yes, it's definitely a Can-US plan. We scanned for alternative networks (with LTE preferred, 3G preferred, 2G preferred enabled in turn) and didn't get anywhere, she will look for a new phone and that should fix the issue in the future.

[Phil_Adelphus]

@ld_   Even if it's a VoLTE problem it should only affect voice calls, whereas data and texting should still work.  Do both of you only see Verizon?  It's odd that you would not see T-Mobile or AT&T which are what most people use.   For a non-VoLTE phone the only option for voice calls would be T-Mobile's 2G network but it's being dismantled.  Your friend should still be able to connect for data and texting.  Are you sure your friend's plan is Canada-US?

[BKNS27 · Accepted solution]

@ld_ 

The problem is to enable VoLTE but the Samsung A6+ probably does not have this setting because the phone is too old. 3G has been decommissioned in the USA so VoLTE (voice over LTE).

If T-Mobile is available. Connect her phone to it on 2G.

Here is more information.

https://www.publicmobile.ca/en/on/get-help/articles/volte?_gl=1*1qks5fo*_gcl_aw*R0NMLjE3MzA4MTg5ODgu... 

[funpig1]

@ld_ 

Did you check to see if the "preferred network" setting is set to at least 4G/LTE. I do not think the a6 is 5G capable but that should not matter. Also, go into the mobile network setting and see whether or not there is a toggle to enable Volte. Reset your network connection and reboot the phone. If that does not fix it, you need to contact the customer agent for assistance. When you message them, include The account number and the last four digits of your credit card to verify your identity. Otherwise, there will be further delays and messaging back and forth for the customer agent to verify your friend's identity.

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

[ld_]

Thanks for your reply!

Yes, no connection at all.

The phone's an older Samsung A6+, and we also tried manually searching for a network. The only one available is Verizon (which is also the one my phone auto connected to), but connecting to it loads for a while and then fails.

[hTideGnow]

hi @ld_ 

what phone your friend has?  model?  She can't connect at all?  no data?

She can also try connect to T-Mobile as well