topic Re: US Romaing in Get Support

US Romaing

dayauob — Wed, 05 Jan 2022 07:51:16 GMT

Is there a way to reach a public moblile customer's service agent? I am trying to buy a US roaming add-on for 10 days that costs $20. I have $22 in my account but when i choose that add-on, they say i don't have sufficient funds in my account. Thanks.

Re: US Romaing

srlawren — Thu, 20 Dec 2018 17:28:12 GMT

@dayauob wrote:
Is there a way to reach a public moblile customer's service agent? I am trying to buy a US roaming add-on for 10 days that costs $20. I have $22 in my account but when i choose that add-on, they say i don't have sufficient funds in my account. Thanks.

The way to get help is to private message the moderator team, as described in this article: How to Get Help. Unfortunately, the turnaround time these days seems to be upward of 2-3 days, which is probably not going to work for you.

Could you post a screen shot of what you're seeing? Please black out any personal info that might otherwise be visible (account number, phone number)

Re: US Romaing

smp99 — Thu, 20 Dec 2018 17:31:56 GMT

No customer service agent. Not gonna happen

When you say you hve $22 in your account I assume you are referring to Available Funds at the top of self serve, and not your various credits due (Auto-pay, referrals etc)

You could try adding more funds

But if nothing works

To resolve this issue you will need to send a private message to the moderator team. They are available 7 days/week but not 24/7. Click this: message to moderators to send a private message to the moderators.

Include your name, PM phone number, account number, 4-digit PIN and a brief description of the problem.

Re: US Romaing

MoreYummy — Thu, 20 Dec 2018 17:32:29 GMT

Since there is an error and you have sufficient fund, only @CS_Agent can fix that.

Unless you are doing something wrong.

Re: US Romaing

stonechucker — Thu, 20 Dec 2018 17:36:41 GMT

@dayauob, if you're in the US, the 1-855-4PUBLIC number is available to assist in adding the US roaming add-ons. When I crossed the border last year for part of a day, I got the SMS from Public telling me I could call that number.

Re: US Romaing

dayauob — Thu, 20 Dec 2018 17:42:10 GMT

Thanks for your reply. I just checked my account and i saw that the add-on was applied. I want to know if the 10 days start counting from the moment i bought the add-on or from the day i will cross the border and start using it. Thanks.

Re: US Romaing

srlawren — Thu, 20 Dec 2018 17:58:55 GMT

@dayauob it starts immediately. Today is day 1. Your add-ons will expire at midnight (Eastern time) at the end of Dec 29th.

Re: US Romaing

krazykiwi — Thu, 20 Dec 2018 18:17:40 GMT

@srlawren wrote:
@dayauob it starts immediately. Today is day 1. Your add-ons will expire at midnight (Eastern time) at the end of Dec 29th.

I would like to add that you need to wait until the current add-on expires prior to purchasing another of the exact same add-on.

Re: US Romaing

will13am — Thu, 20 Dec 2018 18:38:31 GMT

@srlawren wrote:
@dayauob wrote:
Is there a way to reach a public moblile customer's service agent? I am trying to buy a US roaming add-on for 10 days that costs $20. I have $22 in my account but when i choose that add-on, they say i don't have sufficient funds in my account. Thanks.
The way to get help is to private message the moderator team, as described in this article: How to Get Help. Unfortunately, the turnaround time these days seems to be upward of 2-3 days, which is probably not going to work for you.

Could you post a screen shot of what you're seeing? Please black out any personal info that might otherwise be visible (account number, phone number)

I am surprised you didn't link this post so OP can check the two step process.

https://productioncommunity.publicmobile.ca/t5/Plans-Add-Ons/HOWTO-Purchasing-Add-ons/m-p/198974

Re: US Romaing

srlawren — Thu, 20 Dec 2018 19:56:09 GMT

@will13am the two-step didn't appear to be the problem so I decided against linking it.

Re: US Romaing

will13am — Thu, 20 Dec 2018 20:01:09 GMT

@srlawren wrote:
@will13am the two-step didn't appear to be the problem so I decided against linking it.

When I saw funds in the account mentioned, the first thing that comes to mind is step 2 was not completed.

Re: US Romaing

srlawren — Thu, 20 Dec 2018 20:02:45 GMT

@will13am wrote:
@srlawren wrote:
@will13am the two-step didn't appear to be the problem so I decided against linking it.
When I saw funds in the account mentioned, the first thing that comes to mind is step 2 was not completed.

@will13am it sounded like they were trying to do step 2 and it wasn't working. The key phrase was "I have $22 in my account but when i choose that add-on, they say i don't have sufficient funds in my account."

Re: US Romaing

will13am — Thu, 20 Dec 2018 20:06:59 GMT

@srlawren wrote:
@will13am wrote:
@srlawren wrote:
@will13am the two-step didn't appear to be the problem so I decided against linking it.
When I saw funds in the account mentioned, the first thing that comes to mind is step 2 was not completed.
@will13am it sounded like they were trying to do step 2 and it wasn't working. The key phrase was "I have $22 in my account but when i choose that add-on, they say i don't have sufficient funds in my account."

Exactly! I thought if the second step is done correctly in accordance with the illustrations, the $22 should be sufficient to make the purchase and the system should not throw a hissy fit.