What message are you hearing? 

Hi ​@mokoodo 

We have looked into it and we can confirm the services are properly provisioned to your number.

Does this happen with an US number that you try to call?

 Have you tried restarting your phone? Are you dialing +1 in front of the US number?

Yes.

As a test, I just tried dialing a random Costco location.

There was no ring tone, no other sound, the phone displayed “Costco Wholesale”, the timer ran for 12-13 seconds and the call disconnected.

This is my experience with every US number I dial.

 Have you tried restarting your phone?

Yes, multiple times.

Are you dialing +1 in front of the US number?

I tried with both “+1” and plain “1” in front of the number, no difference.

This is very upsetting since I cannot call close family members in the US.

Can they call you successfully?

And when they do, can you tap on that call form your call history to call hem back?

Also what happens when you take the sim from your phone and try it in another phone?

I did more testing and the results are weird.

1. Apparently, when I call a US number, the call does go through, and the other party can hear me, but I hear no sound on my end, not even the ring tones.
2. This does not happen when I dial a Canadian number, when a US number calls me, or when I call an international (non-US) number.
3. This also does not happen if I move the SIM to another phone, only on mine.

I am completely stumped.

Ok so since the problem is not following your sim card, this is an issue with your phone. I would try reseting network settings, and if that doens’t work, backing up your phone and doing a factory reset. Which phone do you have?

Moto g7 play.

I don’t think it is just a phone issue, since the problem only happens with US numbers.

More testing: toll-free numbers (1-800, 1-888, etc) in the US seem to work.

I don’t hear the ring tones, but I hear the message from the other end.

The reason why I asked you to test the sim in another phone was to isolate the problem. 

The fact the US calling worked when you used your sim on another phone is a clear indication the issue has something to do with your phone. 

To confirm you can take another sim that is confirmed to work when calling the US and put it in your phone and you can try testing that as a comparison 

After more testing:
The problem disappeared when I switched VoLTE off.
The other phone did not support VoLTE, so the test was not valid.

Why would a phone behave differently based on the destination of the call? It only connects to the tower, the rest is managed by the network. This sounds like a provider issue.

I don’t have access to one.

The Moto G7 Plan should be compatible with VoLTE

https://www.koodomobile.com/en/help/volte?srsltid=AfmBOooUPdKfpeEKGNrwxTMwebCFIN_-V4p6SQzk9_lAEX3uotxaz7f0

When you are calling a Canadian number are you calling via VoLTE?

it is good you isolated the issue to VoLTE.  What happens when you turn on VoLTE on the other phone and try calling the US.  Does it have the same issue as your Moto G7 Play?

So many things could be the issue where the problem resides with the phone not working as expected.  Have you tired to reset the network settings and then try calling with VoLTE to see if it will work?

I suggest trying a sim from a friend or family member

VoLTE was (and still is) turned on in the settings.

As I wrote above, the other phone does not support VoLTE.

So many things could be the issue where the problem resides with the network/provider not working as expected.

So far there is no indication that the problem is with the phone. I would appreciate any kind of evidence that demonstrates a phone issue affecting only certain numbers.

Yes, no change.

As i said, I don’t have access to one. My family members and friends that live close enough use prepaid plans with no US minutes.

Edit:

More testing.  Same problem with WiFi calling as with VoLTE.  So the issue definitely lies with VoIP.