topic Re: U.S. add on in Get Support

U.S. add on

Rabia1703 — Wed, 05 Jan 2022 13:39:03 GMT

Three weeks ago I purchased US add-on for my phone while in New York.. Not only it did not work.. I packed away my phone in frustration.. Only to come home two weeks after (I was on an 11 day cruise) and Public Mobile went into my account three times for $22.60.. I need help rectifying this glitch, I’ve been back one week now and CANNOT log into my Account.. HELP!!!

Re: U.S. add on

Anonymous — Sun, 22 Dec 2019 02:42:16 GMT

@Rabia1703 wrote:
Three weeks ago I purchased US add-on for my phone while in New York.. Not only it did not work.. I packed away my phone in frustration.. Only to come home two weeks after (I was on an 11 day cruise) and Public Mobile went into my account three times for $22.60.. I need help rectifying this glitch, I’ve been back one week now and CANNOT log into my Account.. HELP!!!

What is the total in your Available Funds?

You can get that by dialing 611 with your PM SIM in.

Re: U.S. add on

Dunkman — Sun, 22 Dec 2019 02:52:34 GMT

@Rabia1703

Have you tried to reset your password?

https://selfserve.publicmobile.ca/forgot-password/

If the reset password does not work, you will need to contact moderator.

Click on the question mark on the right lower corner of website to start ticketing process to contact moderator. Type: Contact moderator. Follow the prompts to submit ticket.

Re: U.S. add on

darlicious — Sun, 22 Dec 2019 03:17:47 GMT

@Rabia1703 The system was having issues earlier for people trying to log in. Try again but clear your browser. Reboot your device. Use secret/incognito mode. Use chrome or Firefox they work best. If you do manage to access your account check your transaction history. Did you purchase the add on? Or did you just add funds three times in an attempt to purchase rather than adding funds and then selecting the roaming add on and submitting it for purchase. If you now have a balance of $60 you can leave it for next renewal (s) or ask for a refund but they take up to a month to process. While you are in your account you can load your free holiday add ons from public mobile. Go to the plans and add ons page. Scroll down to the blue add ons section. Choose the first free holiday 400 international minutes add on $0 from the top of the first column then go to the third column and choose the free holiday 1gb data add on from the top as well. Scroll down under that section and submit $0 payment. They will appear on the overview page under your plan and payment section.

Re: U.S. add on

JonnyRocket — Sun, 22 Dec 2019 05:48:27 GMT

My father's number ********** is not working with USA Roaming even though he has paid for the next 10 days. It keeps chopping off the calls before a minute. I have read on these forums that many people in the USA now are experiencing this same problem of dropping calls. Really the question comes to mind does the public mobile personal actually know how to maintain a cellular network and make it operate properly. This is very fustrating for my father who is visiting relatives for Christmas. Maybe the Public Mobile network operators need a little more schooling in setting up USA Roaming Parameters. Unbelivable.

Edited by ShawnC to remove phone number

Re: U.S. add on

Jb456 — Sun, 05 Apr 2020 06:01:18 GMT

Stay Safe!

USA Addon is Dropping Voice Calls

JonnyRocket — Sun, 22 Dec 2019 05:24:31 GMT

My father's number ********** is not working with USA Roaming in Sedona Arizona even though he has USA Roaming for the next 10 days. It keeps chopping off the calls before a minute. I have read on these forums that many people in the USA now are experiencing this same problem of dropping calls. Really the question comes to mind does the public mobile personal actually know how to maintain a cellular network and make it operate properly. This is very fustrating for my father who is visiting relatives for Christmas. Unbelivable. How do you get Network Problems Resolve with No Staff to Repair.

Edited by ShawnC to remove phone number

Re: U.S. add on

Jb456 — Sun, 05 Apr 2020 05:59:36 GMT

Stay Safe!

Re: USA Addon is Dropping Voice Calls

Jb456 — Sun, 05 Apr 2020 05:59:26 GMT

Stay Safe!

Re: USA Addon is Dropping Voice Calls

ShawnC13 — Sun, 22 Dec 2019 05:25:36 GMT

@JonnyRocket wrote:
My father's number ********** is not working with USA Roaming in Sedona Arizona even though he has USA Roaming for the next 10 days. It keeps chopping off the calls before a minute. I have read on these forums that many people in the USA now are experiencing this same problem of dropping calls. Really the question comes to mind does the public mobile personal actually know how to maintain a cellular network and make it operate properly. This is very fustrating for my father who is visiting relatives for Christmas. Unbelivable. How do you get Network Problems Resolve with No Staff to Repair.

Edited by ShawnC to remove phone number

Have him try to manually select AT&T if he is on T~Mobile and vice versa

Re: USA Addon is Dropping Voice Calls

JonnyRocket — Sun, 22 Dec 2019 05:34:43 GMT

Im a network guy so that is the first thing I did is get my father to swap the networks around manually. After spending 30min talking him to changing network setting trying ATT and TMobile the calls are still drop after 1min.

Jon

Re: USA Addon is Dropping Voice Calls

geopublic — Sun, 22 Dec 2019 05:42:30 GMT

@JonnyRocket That usually happens when you have activated more than one US Roaming addon with calling in your account concurrently. Is that the case? If yes, submit ticket for help by doing the following;

Re: USA Addon is Dropping Voice Calls

ShawnC13 — Sun, 22 Dec 2019 05:42:52 GMT

@JonnyRocket wrote:
Im a network guy so that is the first thing I did is get my father to swap the networks around manually. After spending 30min talking him to changing network setting trying ATT and TMobile the calls are still drop after 1min.
Jon

You will need the assistance of the Moderators and to do that you will need to create a Trouble Ticket. Click this link https://publicmobile.ca.ada.support/chat/ and enter your question into SIMon. Follow the prompts to get to the Contact Us button and then a Submit Ticket button will appear.

Community Moderators are available from Monday-Friday 8 am(Eastern) to 12 am(Eastern) and Saturday, and Sunday from 8 am(Eastern) to 10 pm(Eastern)

More info on moderators

Re: U.S. add on

JonnyRocket — Sun, 22 Dec 2019 05:44:02 GMT

Changed the network manually between ATT and TMobile back and forth and the results are the same... dropping the calls after 1min. Been fighting this call dropping problem since they arrived in the USA yesterday morning. SMS is Ok.

Re: USA Addon is Dropping Voice Calls

JonnyRocket — Sun, 22 Dec 2019 05:45:18 GMT

Thanks Shawn

Re: USA Addon is Dropping Voice Calls

ShawnC13 — Sun, 22 Dec 2019 05:46:35 GMT

@geopublic , Public Mobile is asking that people follow the prompts of SIMon and not just jumping to the rep wording. They would like to see simon collect the info and be able to see what issues are currently creating the most issues as well they can prioritize the tickets as some issues are more critical than others.

Re: USA Addon is Dropping Voice Calls

geopublic — Sun, 22 Dec 2019 05:50:07 GMT

@ShawnC13 wrote:
@geopublic , Public Mobile is asking that people follow the prompts of SIMon and not just jumping to the rep wording. They would like to see simon collect the info and be able to see what issues are currently creating the most issues as well they can prioritize the tickets as some issues are more critical than others.

Noted. But since the OP is experiencing this issue for two days on a 10 day addon is important that they get it resolved asap.

Re: U.S. add on

Jb456 — Sun, 05 Apr 2020 05:58:14 GMT

Stay Safe!

Re: USA Addon is Dropping Voice Calls

computergeek541 — Sun, 22 Dec 2019 06:30:31 GMT

@geopublic wrote:
@ShawnC13 wrote:
@geopublic , Public Mobile is asking that people follow the prompts of SIMon and not just jumping to the rep wording. They would like to see simon collect the info and be able to see what issues are currently creating the most issues as well they can prioritize the tickets as some issues are more critical than others.
Noted. But since the OP is experiencing this issue for two days on a 10 day addon is important that they get it resolved asap.

I might not actually disagree with you. However, Public Mobile doesn't want people to just type in "rep" and open a ticket. They insist that members go through the process and type in questions about the problem, even though this will take longer and Simon will surely give many responses that aren't so great. I can't tell people what to do, except to say to make sure that the issue is categorized properly.

threads merged

Re: USA Addon is Dropping Voice Calls

will13am — Sun, 22 Dec 2019 06:58:15 GMT

@geopublic wrote:
@ShawnC13 wrote:
@geopublic , Public Mobile is asking that people follow the prompts of SIMon and not just jumping to the rep wording. They would like to see simon collect the info and be able to see what issues are currently creating the most issues as well they can prioritize the tickets as some issues are more critical than others.
Noted. But since the OP is experiencing this issue for two days on a 10 day addon is important that they get it resolved asap.

Okay, point taken. But, you use the same prepared response to every inquiry concerning account related matters. Not trying to poke the sleeping bear here, just making an observation.