travel to U.S.

[patsy4]

I recently travelled to the U.S. and purchased unlimited talk, text for 15 day package. I was unable to make calls during my trip. Why? What went wrong? Did I chose the wrong package to place calls

[hTideGnow]

HI @patsy4 

What phone do you have? your phone likely not on PM's VoLTE whitelist

usually if the roaming does not work, PM would be willing to reverse the purchase and leave the money in your account as credit.  

Please submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
If any issue with ticket submission, you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage            s

[funpig1]

@patsy4 

Send a message via the chatbot or alternatively use the link below for direct messaging, and ask for a refund. You paid for a service that did not work.

If your phone is not the Volte compatible, PM should do a better job to warn people before selling them the add-on. PM could direct subscribers to that white list (which is neither exhaustive nor up to date) or provide a compatibility tool so that subscribers can check to see if their phones will work.

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

[BKNS27]

@patsy4 

Here is more information on the whitelist of phones that will work in the USA.

https://www.publicmobile.ca/en/on/get-help/articles/volte?_gl=1*1qks5fo*_gcl_aw*R0NMLjE3MzA4MTg5ODgu... 

[hairbag1]

@patsy4 

in the USA, they've retired their 3G networks which was used for talk. Now, we need a VoLTE enabled cell that Public Mobile has "turned on" the VoLTE...otherwise without it, calls will fail in USA.

[Phil_Adelphus]

@patsy4   Did data and texting work (of course data wouldn't if you got talk and text only)?  If so it's possible your phone is not approved for VoLTE, which is needed in the USA for voice calls due to their shutting down the 3G network there in 2022.  What phone do you have?