Community

kirkcowen · ‎08-27-2023

I can't receive calls because callers in Canada get the message that my plan does not include a US Roaming Add on. I don't know how to fix this.

LitlLdy · ‎08-28-2023

@maximum_gato wrote:
@LitlLdy
I guess my issue just fixed itself?!!

@maximum_gato , I don’t know! All I know is my experience. As you see not everyone has the same experience all the time 😆! We sure get some odd ones though!

Edit: Also, I don’t have referrals nor help to manage anyone’s accounts so there’s plenty of negatives that I don’t see or experience, thank goodness but means I can’t make suggestions on things I haven’t experienced or tried! 😏

maximum_gato · ‎08-28-2023

@LitlLdy

I guess my issue just fixed itself?!!

LitlLdy · ‎08-28-2023

@computergeek541 wrote:
@kirkcowen wrote:
Why should I purchase an add on? I'm in Canada as is the caller is.
This is strange error message that I've encountered myself. It has nothing to do with an your device's settings nor does it relate to roaming add-ons. The probolem can occur randomly and in my case, it was an account issue that customer support agents can fix. Please use the instructions provided earlier by softech to contact a customer support agent.

@computergeek541 , that happened to me also, at the time it perplexed the CS_Agents! Several odd things were happening at the time! This was when VoLTE was activated on my account which messed a lot of things up all at once! I posted about this. It had nothing to do with my phone nor my bill (it was paid). I was home no where near the border & my network was set to Public Mobile in my phone settings. They ended up getting Telus Support to work on it! All the issues fixed but took awhile!

maximum_gato · ‎08-28-2023

@computergeek541

Fix it how? Did you recieve the message when calling other pm customers or did pm customers calling you recieve the message? All the while with either pm user on either end of the message each user had active service?

I was recieving this message calling out from a suspended account and on occasion calling a phone # with a suspended account. However upon testing tonight all calls out or in from pm or voip phone numbers resulted in the recipient phone ringing and disconnecting when answered or after 5 rings (pm to pm/voip) or changing to a fast busy signal (voip to pm). Maybe when you called telus they fixed it for everyone?!! 👍😀🐈‍⬛

computergeek541 · ‎08-28-2023

@maximum_gato wrote:
@kirkcowen
Your issue has been correctly identified by @softech . Call 611 on your phone to check if you are the one that is suspended.

It doesn't always mean that the person being called has a suspended Public Mobile account. I've spoken to Telus network support about this, and they were able to fix this issue for me after a brief conversation.

computergeek541 · ‎08-28-2023

@kirkcowen wrote:
Why should I purchase an add on? I'm in Canada as is the caller is.

This is strange error message that I've encountered myself. It has nothing to do with an your device's settings nor does it relate to roaming add-ons. The probolem can occur randomly and in my case, it was an account issue that customer support agents can fix. Please use the instructions provided earlier by softech to contact a customer support agent.

Chalupa_Batman · ‎08-27-2023

Perhaps you missed this part @SourDude1234

"Why should I purchase an add on? I'm in Canada as is the caller is."

SourDude1234 · ‎08-27-2023

If you are trying to make calls to the US or internationally, make sure you have the appropriate add-ons by going to your mobile phone app and clicking "shop add-ons" on the "My Account" page. If you are calling within Canada, then it is possible your account maybe suspended due to missed payments or other billing issues. If this is the case, please make sure your bills are paid. If this is not the case, please contact customer support by submitting a ticket. Go to the chatbot and click "Contact Us". Hope this helped.

maximum_gato · ‎08-27-2023

@kirkcowen

Your issue has been correctly identified by @softech . Call 611 on your phone to check if you are the one that is suspended.

Chalupa_Batman · ‎08-27-2023

Oh. I think I know the problem. You must be close to the US border and your phone is set to Automatic on the network. Easy fix. Go into settings, turn off automatic and pick Public Mobile. Reboot the phone and all should work.

kirkcowen · ‎08-27-2023

But I live in Canada as does the caller.

kirkcowen · ‎08-27-2023

Why should I purchase an add on? I'm in Canada as is the caller is.

softech · ‎08-27-2023

@kirkcowen

If you are in Canada, not in US, the "US roaming" error recording is likely a wrong recording to your situation. However, with that recording, it usually indicates either your account or your friend's account, if he/she also with PM/Koodo/Telus, is currently suspended.

So, please try this yourself and possibly reach out to your friend and have him/she to try to login My Account once more using Incognito mode and confirm your account status

If status shows Suspended, make a payment to resume service

If it shows Active, try reboot the phone and click Reset All Networks (Please note that will delete your saved Wifi as well, but you can easily add it back after)

If that still does not work, please message support for further investigation

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

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened. CS Agent will reply to you there

Chalupa_Batman · ‎08-27-2023

You need to purchase a US roaming add-on. $15 for 15 days. You can use the app on your phone to purchase it but of course you'd need WiFi. Another option is to keep WiFi on and download TextNow or Fongo to be able to call back to Canada and have them call you for free.