phone plan

[ArtWVanvliet]

hello, im currently trying to help my 82 year old father who is having issues with his phone.  He is in florida and just updated his plan to include international calling while hes there. Since he add this feature his phone losses connection after 3 minutues.  he is frustrated and so im asking on his behalf. 

his phone number is*********************

ArtVanvliet

[darlicious]

@ArtWVanvliet 

Do you have access go your father's self serve account? Can you act on behalf of him with customer support?  @Nezgar  has likely identified the issue. Even if there isn't two US roaming add ons overlapping with a talk feature perhaps adding the international calling add on caused this same glitch. You can ask the CSA to remove it if your father does not need it normally as it will only work while in Canada anyways and they will credit his account. You may want to suggest to your father an international calling card available at local shops for those needs.

It may be easier for you to contact customer support via private message using your father's account details.

Spoiler

Send a private message...   Contact the CSA's (formerly moderators) by sending a private message and leave a detailed message explaining your issue and the info to verify your account by including the following information:  

1. Full name and address on pm account. ( Or province and postal code for newer accounts.)
2. Email, phone # and pin #.

If  you cannot remember your pin # include at least three ( if they apply)of the following:

1.  Date of birth (n/a on newer accounts.)
2. Last payment, date, amount, type and last 4 digits.
3. Alternate phone number if any.
4. Security question and answer.
5. Plan amount, any add ons or promos on account.
6. Last 4 digits of sim card.
7. Any rewards in your account.
8. Autopay y/n?
9. Account #.
10. Frequently called/texted phone numbers in the last 30 days.  

The average wait time is 2 to 4 hours but be prepared to wait up to 48 hours for non urgent requests. Current wait times are about one hour and are probably even less as I have had some very quick responses in tne past week.

Keep an eye on your private message box the envelope icon next to your avatar for a little number to pop indicating a message from the CSA's (formerly moderators.) Responding promptly will speed up service times.

 Do not post any of this info in the community only in your private messages when communicating or contacting the Moderator_Team.

  To send a private message to the CSA's (formerly moderators) click below
: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[Nezgar]

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@ArtWVanvliet wrote:

Since he add this feature his phone losses connection after 3 minutes.

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Can you or him login to the selfserve portal and check which specific add-ons are present on the account? I believe if more than one U.S. Roaming add-on that includes voice is added, it will cause this 3-minute drop issue. You may need to open a ticket with a CSR to remove one of them.

U.S. Roaming add-on's provide calling to Canada and USA. I think an International calling add-on will only allow calling to those additional countries if the phone is in Canada, not USA.

[Anonymous]

@ArtWVanvliet 

you can try reseat the SIM card and Make sure your phone is off before removing your SIM card,

1. power off your device

2. take out the SIM card,

3. waiting a 1 minute,

4. put it back and power on,

5. toggling airplane mode off/on,  

and you can try to reset network settings and Changing APN Settings,

Spoiler

for IPhone

Go to Settings > General > Reset > Reset Network Settings.

This also resets Wi-Fi networks and passwords,

or visit  Here link, 

and go Changing APN Settings On An IPhone

click Here link, 

How to reset network settings on an Android device

1. Open the Settings app on your Android.
2. Scroll to and tap either "General management" or "System," depending on what device you have.
3. Tap either "Reset" or "Reset options."
4. Tap the words "Reset network settings."

   or visit  Here link,

and go Changing APN Settings On Android device

click Here link,

Ensure you have the correct APN settings by visit Here link,

Select the brand and model of your phone, After doing so, you will be provided with the exact APNs required for your phone on our network.

and do Rebooting your phone,

*what is mean for Rebooting the phone means to turn off your phone and turn it back on again.

and try manually selecting network..

[BlueB]

@ArtWVanvliet 

Do you know if he's calling domestic US numbers or to another destination?  Is it always exactly 3 minutes the calls are dropped?

If he's down in Florida for a while or regularly visits, you might consider helping him get a US-based service.  Mint Mobile comes up a lot, but other providers like AT&T may have prepaid or other options that may work well too.

[t_p]

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@ArtWVanvliet wrote:

sorry yes it is a roaming package...wither way since he update his plan his phone drops calls after 3 ,minutes

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@ArtWVanvliet 

Ask him to try putting the phone on 3G-only (WCDMA) to see if it helps.

Can also try reinstalling the SIM card, or try it in another phone to see if it gets better reception.

Edit: Your father can also use a voip like Textnow if he has good access to free wifi.

[CountyDownIeUk]

First steps. 

Choose best network to roam on. How many bars does he have?

Reboot phone. 

[softech]

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@ArtWVanvliet wrote:

sorry yes it is a roaming package...wither way since he update his plan his phone drops calls after 3 ,minutes

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So you able to make the calls but it always dropped after 3 minutes?

US roaming uses either AT&T and T-Mobile.  Did you try both networks and see which one is better and might not give you that issue anymore?

[softech]

@t_p   please help and  remove OP's phone number from the quote on your reply

[ArtWVanvliet]

sorry yes it is a roaming package...wither way since he update his plan his phone drops calls after 3 ,minutes

[softech]

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@ArtWVanvliet wrote:

hello, im currently trying to help my 82 year old father who is having issues with his phone.  He is in florida and just updated his plan to include international calling while hes there. Since he add this feature his phone losses connection after 3 minutues.  he is frustrated and so im asking on his behalf. 

his phone number is xxx-xxx-xxxx

ArtVanvliet

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@ArtWVanvliet   Please update your post to remove the phone number.  This is a public forum and you don't want too much info posted online

As to your father issue, does he has US roaming?  Using the phone in US require US roaming.

However, if he is there long, it would be better to join som local prepaid plan instead.  Cheaper and more data or minutes

[t_p]

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@ArtWVanvliet wrote:

hello, im currently trying to help my 82 year old father who is having issues with his phone.  He is in florida and just updated his plan to include international calling while hes there. Since he add this feature his phone losses connection after 3 minutues.  he is frustrated and so im asking on his behalf. 

his phone number is xxxxxxx

ArtVanvliet

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@ArtWVanvliet 

The international calling only works if the calls are made from Canada.

What your father needs is a US Roaming package:

Plans (publicmobile.ca) > Add-ons > US Roaming 10 day packages