US package - text and data worked, talk did not

[Gmac1]

Last year I purchased a US package before traveling to Seattle. It didn't work at all.
Last week I purchased this before traveling to San Francisco: "ADDON-Unlimited U.S. Talk, Text and 3GB Data Bundle (15 days)"
While in San Francisco I could text freely and data worked. I wasn't able to make any calls though. So... 2 out of 3 is definitely better than the 0 out of 3 I had last year. I am posting this just for the information of others in the community. I was told last year that it all depends on the US carriers. I might ask for a refund again. I do wish the packages were reliable though because these days when you travel it is difficult when your phone isn't working properly.

[Cantesa]

Ugh...same. Only I purchased US text/call only for myself and husband.  I've done this twice, once this year, and once last year for use in California.  Our current cell phones are Samsung Note10, and Samsung S20 FE.

I've found calls generally work.  Text messaging is spotty.  We seem to receive some text messages, but most show up as "click to download message", and they only download when you have cell data and not just wifi.  MMS texts definitely do not work with the text/phone plans since MMS requires data.

Both times we've ordered the US plans, it was pretty much a waste of money, and we end feeling scammed.

[Gmac1]

Hi @hTideGnow  what I would really like to push for is a warning in the US bundles so that others know that their phone might not work before they travel. Thanks for the suggestion to ask for a partial refund.

[hTideGnow]

hi@Gmac1 

but you only asking for refund, push for that.  If you got the combo (data/text/talk), they might only be able to provide partial refund

[Gmac1 · Accepted solution]

I contacted Public Mobile about this. I will copy their reply below. The short version: my phone doesn't support VoLTE so my only option is to buy a US SIM card. 😕

Reply from Public Mobile:

I investigated and the Roaming add-on was partially used. I can see data and texts usage.

It's important to mention that, in an effort to implement enhancements for new technologies and strengthen their networks, our US Roaming partners turned off their HSPA/3G network at the end of 2022. It may be the reason why it partially worked.

For our customer to have a better experience while traveling; we at Public Mobile enabled VoLTE.

What does this mean?

With a VoLTE-capable device, you'll experience all the benefits of the VoLTE network, such as HD Voice quality, and simultaneous use of voice and LTE data, without any effort or interruption.

I can see that you're using a Galaxy S10 Exynos, based on our records your device is not VoLTE compatible at Public Mobile.

To learn more click: https://www.publicmobile.ca/en/bc/get-help/articles/volte 

What you can do next time you travel is to buy a sim card from a US carrier in order to have access to all the services required.

Once you come back to Canada you can insert the Public Mobile sim card back to your phone.

[DennyCrane]

If you don't have VoLTE you might be out of luck unless you can find a 2G connection. The US shut their 3G network down, and if you don't have VoLTE it means your phone is trying to fallback to a non-existent 3G network to make phone calls. As others have said, try to figure this out now, not at the last minute when you plan to travel again.

What phone are you using? To see if you have VoLTE while at home, try this:

1) Turn wifi off and validate you're connected to a 4G/LTE or 5G tower

2) Place a phone call. When the call connects are you still connected to 4G/LTE of 5G? Or did your phone fallback to 3G. If 3G, you likely don't have a device that is VoLTE compatible with Public Mobile.

3) Turn wifi back on

[dust2dust]

Talk roaming depends on two things. T-Mobile 2G GSM or volte having been enabled here. You can figure out whether your phone has been enabled if you're interested.

[hTideGnow]

HI @Gmac1 

yes, come and ask us before your next US trip

for now, submit ticket first and let us know if PM refund partially or full refund.

[Gmac1]

No, I didn't do any manual connections. Thanks for the info. I can look into that on my next trip!

[JRod]

@Gmac1 

Check out this article to see if your phone is one of the supported devices for VoLTE:

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

If your device lacks VoLTE you would have had to manually connect to T-Mobile as they are the only carrier that supports 2G GSM for calls so unless you connect to T-Mobile you would not be able to make calls.

[hTideGnow]

HI@Gmac1 

did you try to connect to T-Mobile and try the 2G network? for voice, it is either T-Mobile 2G network or AT&T and T-Mobile with VoLTE

But you are back now, since the service does not work fully, just submit a ticket with CS Agent and ask them to do something:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437