US talk and Text package not working

[MGB19]

I'm responsible for setting up phones for inlaws - I transferred them to Public - everything working.

Last week I added a 15day US talk and text package to the phone - but now she is in the US and it's not working. I can't speak to her because she doesn't have functioning phone - and she is not sufficiently tech savvy to figure it out on her own.

I have access to her account - but my password is not working and I can't speak to anyone with customer service that can check her account for me.  I can't reset her account password - because the 2 factor authentication goes to her non-functioning phone....

I can't actually confirm what is wrong yet - hoping to learn later today.  But phone is not connecting to network or giving her access

[dust2dust]

You have two challenges for her. One is setting to T-Mobile. This should get her texting. The second is setting to 2G GSM for talk. She can just leave it there as texting will work on 2G as well. Some areas may switch automatically to 2G, others need manual. But yes the basic need is being in a T-Mobile 2G coverage area. And Alaska is not in case she's there.

4G LTE should be fine for texting with either T-Mobile or AT&T. (AT&T only in Alaska)

[will13am]

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@MGB19 wrote:

Thanks for feedback - I'm trying to get her to try a reboot - but it's hard when we can't talk to her cause phone is not working. 

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You should still be able to login to the account by sending 2FA codes to email if you have access to the email account.  Just click on did not receive code and you will be offered other options.  With respect to talk function while in the US, it is really tricky thing to navigate given that Public Mobile runs a pretty restrictive VoLTE whitelist (S7 is not VoLTE whitelisted hardware).  If the phone is not on the VoLTE whitelist, then calling from the US requires access to T-Mobile 2G which can be challenging when not in major cities.  The 3G network has been turned off in the US for more than a year.

[MGB19]

Thanks for feedback - I'm trying to get her to try a reboot - but it's hard when we can't talk to her cause phone is not working. 

[MGB19]

Thanks for that - the challenge is the mother-in-law is not tech savvy - so trying to sort this out at a distance is challenging - and worse I can't talk to her.  I think it's not connecting at all but I'll try to figure that out.

Her phone is a Samsung S7 I think

[softech · Accepted solution]

@MGB19 

what phone (brand and model) your wife has?

Critical part to US roaming depends on T-Mobile/AT&T coverage and whether she 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.

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

[will13am]

@MGB19 , are they able to connect to T-Mobile or AT&T after a phone reboot?  If you need to contact support, use this link.

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