us add on

[MURRAYDEEP]

Once again ive gone to purchase a $15 us add on, and instead of it being activated, it was was applied as a credit to my account !!!!  I need a us add on !!!  I dont need a $15 credit !!  This keeps happening. and it puts me in a terrible situation...as i am out of the country, and feel helpless.  I have to be able to communicate with ppl at home!!!   HELP

[MURRAYDEEP]

wi fi is turned off...an agent is now trying to solve this problem.....thanks.. 

[Phil_Adelphus]

@Chalupa_Batman   The phone can apparently text to an Android, so SMS must be working.  Yes it is getting confusing because it now seems the phone was working for calls a few days ago.  Best for @MURRAYDEEP to contact customer service as you suggested to sort this out.

[Chalupa_Batman]

The thing here I don't understand is how PM says an iPhone has to have ios16 or above for VoLTE to work yet Apple says VoLTE will work after update ios 10.3  IMO VoLTE is VoLTE no matter what version. There is no VoLTE 1.1 or VoLTE 1.2 kind of thing.  Also, something isn't right here. We're getting conflicting information from the OP. First they claim the add on didn't work and it only gave a $15 credit to the account. Then he says he can text back to Canada. However, iPhone uses iMessages, which leads me to think he's currently using WiFi where ever he may be. So A. He either didn't actually purchase an addon or B. He hasn't picked Tmobile and rebooted for his add on to work. I get a feeling English is a second language here and may play a role in some confusion.

EDIT: Now he claims he was on a "US Plan" and it renewed and now doesn't work. Too many different things here and I don't think we're getting a proper picture here. I think it's best this person just reach out to a CS Agent for help. 

[MURRAYDEEP]

She is also with PM, and cannot get her phone to work here as well...only text !!!  and her mother is a home where we have to be able to check on her daily !!!

[Phil_Adelphus]

@MURRAYDEEP   When did you renew the add-on, because there has to be 24 hours between one finishing and the next starting?

[MURRAYDEEP]

a few days ago, when my phone was operating on the last "US PLAN" it worked fine...i could and did call local and Canada with no problems, since that US add on ran out, and now has been re newed, nothing has changed on my phone, but i cannot call locally or to Canada?  I re booted my phone, and only data choices are still 3G or "LTE"...what now?

[Phil_Adelphus]

@Chalupa_Batman   From what @MURRAYDEEP said SMS is working in both directions, doesn't that imply that the add-on is working?  The iPhone is an iPhone 7 and can't update to ios16 or above, which drops it off PM's VoLTE list.

[Phil_Adelphus]

@MURRAYDEEP   Yes I gathered you had no data since you bought the $15 add-on, but iMessage works on wifi which is why I mentioned that.  But it seems you can SMS text which doesn't need either.  If you're getting a new phone in the US bear in mind that the latest iPhones are esim only there.

[Chalupa_Batman]

@MURRAYDEEP  Check your firmware on your iPhone. Your iPhone 7 will work if you have updated your software/firmware to version 10.3 .  If it's below that, you need to update your phone using WiFi.  

I would also recommend logging into your online account and confirm you actually purchased a US add on. If you have access to WiFi, use the PM app to see. You've said it's "just a $15 credit to your account" meaning you didn't actually purchase it if it says credit. You need to confirm this. If you actually purchased it and it's not working, I gave you a link to contact a Customer Service Agent for assistance.

[MURRAYDEEP]

i have no "data", only purchased "talk and text for US"

[Phil_Adelphus]

@MURRAYDEEP   If you can text to an Android then that implies that SMS texting is working.  Your problem is that the phone is not enabled for VoLTE therefore you can't make voice calls without T-Mobile's 2G network.  

[MURRAYDEEP]

I am thinking i should buy a newer phone here, and maybe that would help....i cannot be without connectiion to Canada.

[MURRAYDEEP]

i can text to an android (my partner has one here in Florida, and i can text her).  Text is working, phone is not.  I cannot phone anyone...i re booted the phone, and still does not work?

[Phil_Adelphus]

@MURRAYDEEP   Calls likely won't work in the US unless you can connect to T-Mobile's 2G network because there is no longer any 3G network in the USA.  A phone needs to be able to use VoLTE (voice over LTE) and the iPhones supported for that by Public Mobile are iPhone 8 or newer.   If you are using iMessage on wifi then "texts" will work to another iPhone because it doesn't need the carrier's SMS texting.

[MURRAYDEEP]

I turned off data roaming...and only choice was 3G, when selected, no phone worked, back to "LTE" and still no phone. I have an i phone 7 and can text locally (Florida) and to Canada...although i think my connection in Canada has an i phone as well.....

[Phil_Adelphus · Accepted solution]

@MURRAYDEEP   You said text is working but not calls.  Are texts working in both directions, or just incoming?  If in both directions then the add-on is working (assuming you mean SMS messages and not something like iMessage), perhaps you have a non-VoLTE phone and need to try and connect to T-Mobile on their 2G network.

Edited to add that on a previous occasion when you had a similar problem turning off data roaming helped although you couldn't select 2G?

[Chalupa_Batman]

Hello @MURRAYDEEP 

If you're 100% sure it wasn't applied, go into network settings and pick T Mobile and reboot. If that doesn't work, reach out to a CSAgent for help.

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

Keep an eye on the top right corner of the page for their reply.

[BKNS27]

@MURRAYDEEP 

If the purchase is replacing roaming that is about to expire or used up. It will take about 24 hours for the new purchase to continue to work.

Also try rebooting your phone and see if that helped.

[MURRAYDEEP]

the text is working, but i cannot talk !!!!