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phone hangs up after 3 minutes during us roaming call

Ariella
Great Neighbour / Super Voisin

Hi, 

I purchased a US roaming add-on, and I'm roaming in the US and can make the calls, but they always hang up automatically after three minutes. If anyone knows what's going on that would be extremely helpful. Thanks!

1 ACCEPTED SOLUTION

Accepted Solutions

darlicious
Mayor / Maire

@Ariella 

Do you have 2 US Roaming add ons with a talk feature? If so this causes a glitch where the call disconnects at 1 minute and 53 seconds and 3 beeps. You will need to contact customer support to remove one of the roaming add ons with the talk feature. They will credit your account.

 

Maybe you can also check and see which network you are connecting to during a voice call? 2G or 3G? Please note that T-Mobile is your best choice for voice calls to connect to a network. Manually choose them over At&t whenever possible.

 

 

 

To contact customer support : Submit a support ticket via SIMon the chat bot Click here 

Or if you cannot submit a ticket via SIMon then Click here   ....for additional member supplied info.

 

View solution in original post

8 REPLIES 8

RossN
Mayor / Maire

@Ariella with all the shutdowns of the 3g network in the states it's not surprising ask a cs agent for help 

to contact a cs agent

1. you can open a ticket through Simon here https://publicmobile.ca/chatbot.

 

2. alternatively you can private message them here

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


check your community envelope for a reply

darlicious
Mayor / Maire

@Ariella 

Do you have 2 US Roaming add ons with a talk feature? If so this causes a glitch where the call disconnects at 1 minute and 53 seconds and 3 beeps. You will need to contact customer support to remove one of the roaming add ons with the talk feature. They will credit your account.

 

Maybe you can also check and see which network you are connecting to during a voice call? 2G or 3G? Please note that T-Mobile is your best choice for voice calls to connect to a network. Manually choose them over At&t whenever possible.

 

 

 

To contact customer support : Submit a support ticket via SIMon the chat bot Click here 

Or if you cannot submit a ticket via SIMon then Click here   ....for additional member supplied info.

 

Ariella
Great Neighbour / Super Voisin

That seems to be the problem (although I get an extra minute before it hangs up). I "spoke" to an agent and had them remove the old/ expired add-ons. Thanks for your help!

dust2dust
Town Hero / Héro de la Ville

So you're able to call normally now?

This is a known bug with the roaming purchases. While it lets you, having multiple talk add-ons doesn't work. The system won't let you buy the same one, but it let you buy a different one. It shouldn't. But it has been this way for years.

You can however buy the different talk add-on exactly after the 240 hours of the first one. Or wait until the next day or ask the support people to do it sooner.

 

If you would like to answer a couple questions:

1. we'd like to know if you're connected to T-Mobile.

2. when you make or receive a call, do you see any indicators like 3G or 2G or GSM - momentarily after you press go and it stays on for the duration.

 

There might be more if you're game but let's start there.

Ariella
Great Neighbour / Super Voisin

Yes, just made a call for a whole 7 minutes! Huzzah! To answer your questions:

1] Yes, it's T-Mobile.

2] The 3G only comes up when data is on - not when making a call (although just started looking after you asked).

Hope that helps.

 

 

dust2dust
Town Hero / Héro de la Ville

What make and model is your phone?

Are you willing to take a few minutes and test some things? We're trying to verify whether we're able to use the 2G system of T-Mobile. It might be that you're using some still existing 3G systems. So if you could change your networks to 2G-only and try to call then that would verify. As it is, you PROBABLY have it set to something like 4G/3G/2G or LTE/WCDMA (or UMTS) /GSM. Maybe your phone has an option to set it to 2G only. Then try to call.

Thanks

Ariella
Great Neighbour / Super Voisin

It's an iphone 8.  


@Ariella wrote:

It's an iphone 8.  


HI @Ariella   follow this and try to change to 2G only and test the voice calls  But make sure you are connected to T-Mobile

 

https://www.helpforsmartphone.com/public/en/apple/ios/ios-10/guides/24/Switch-between-3G-4G-Apple-iO...