US Talk & Text Bundle

[KaiaPapaya]

I purchased the US Talk & Text Bundle for $15 and can not make or receive calls OR texts while in the USA. How do I go about requesting a refund?

[DennyCrane]

Lots of issues with calling if you don't have VoLTE, but texting should be no issue. Are you sure you completed the purchase of the roaming add-on? Can you send a screenshot of your account overview (not showing any personal info)?

Also if you have an iPhone do you have your iMessages set to fallback to SMS when no data is available?

And make sure your network selection is set to automatic, or manually connect to T-Mobile or AT&T. Also set your Preferred Network to 4G vs 5G.

[dust2dust]

What's the make and model? Some phones can still switch down but I have experienced different areas needing to manually switch down. Yet other areas can switch down automatically.

[JRod]

@KaiaPapaya 

Try 3G to see if it will work.

Also would you be able to tell us how many days remaining you have on the add-on your purchased? 

If this doesn’t work, wait for the reply from support and I’m sure they’ll be able to help you get a refund. 

[KaiaPapaya]

Thanks, opened a ticket. 

[KaiaPapaya]

Only have the option of LTE or 3G. 

[dust2dust]

Text should work fine on either T-Mobile or AT&T on 4G LTE. Talk needs either volte enabled on the phone or using only T-Mobiles old 2G GSM network. Your phone needs to be able to switch down to 2G GSM or you can try doing it manually.

Adding - real SMS texting that is

[JRod]

@KaiaPapaya 

Can you go to your voice and data settings and manually select 2G GSM? Once you do that reboot your phone.

[KaiaPapaya]

Still in the USA, connected to T-Mobile, phone is not VoLTE and still not working. 

[softech]

@KaiaPapaya 

if you are in Canada now and just need a refund, please open ticket by direct message here

 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

if you are still in US, give this a try

Critical part to US roaming depends on T-Mobile/AT&T coverage and whether you can connect successfully onto either network.

If the phone is not connecting to T-Mobile/AT&T, change the Network Connection from Automatic to Manual and select and test both T-Mobile and AT&T and see which one you can connect.

And, make sure VoLTE is enabled on the device setting.  And if it does not work, try to change the Network to T-Mobile ONLY, and change  Preferred Network Type or Network Mode to 2G and see if the calls go through.
Also, you can download VoIP app TextNow as a workaround to make calls and text if you have Wifi or if your roaming has data component and data  is working

[JRod]

@KaiaPapaya 

Are you still in the US?

Make sure you are connected to either AT&T or T-Mobile. If AT&T isn’t working for you go to your cellular settings then to network selection and manually connect to T-Mobile and then reboot.

If your device isn’t VoLTE enabled for PM then T-Mobile will be your only option for calling. 

You can check if your device is VoLTE enabled for PM here:

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