topic Re: Poor service in Get Support

Poor service

Bonnie0859 — Wed, 05 Jan 2022 14:23:05 GMT

I added the $20.00 plan for a travelling add on the other day and now when I call Canada from Florida I get to talk about 35-40 seconds and the line goes dead. Cut right off. I call back and get the same thing. Look at my account and you’ll see that I don’t bother using my Canadian phone any more. Had to go out and buy yet another phone with a US plan and it’s fine. Can I get a refund of my $20.00? My number is 905-***-****. Thx much

Edited by ShawnC13: Removed phone number

Re: Poor service

Jb456 — Thu, 06 Feb 2020 20:37:54 GMT

First please click the 3 dots on right side of your post and edit the post to delete your personal information (phone number)..as it's visible for the public to see.

Re: Poor service

dabr — Thu, 06 Feb 2020 20:39:27 GMT

@Bonnie0859 wrote:
I added the $20.00 plan for a travelling add on the other day and now when I call Canada from Florida I get to talk about 35-40 seconds and the line goes dead. Cut right off. I call back and get the same thing. Look at my account and you’ll see that I don’t bother using my Canadian phone any more. Had to go out and buy yet another phone with a US plan and it’s fine. Can I get a refund of my $20.00? My number is 905xxxx. Thx much

@Bonnie0859 Did you just add your payment without going back to purchase the US roaming as this is a two step process? Are the funds showing in your account or do you see the US roaming add-on? If you only see the funds, then log back into your account and buy the applicable add-on.

Edit: please remove your tel. number by using the 3 dots top right of your post.

Re: Poor service

gblackma — Thu, 06 Feb 2020 20:38:56 GMT

@Bonnie0859 please remove your personal information from the message . @will13am please remove it for her. PM is a prepaid service so, you will not get a refund for the roaming add on.

@Bonnie0859 wrote:
I added the $20.00 plan for a travelling add on the other day and now when I call Canada from Florida I get to talk about 35-40 seconds and the line goes dead. Cut right off. I call back and get the same thing. Look at my account and you’ll see that I don’t bother using my Canadian phone any more. Had to go out and buy yet another phone with a US plan and it’s fine. Can I get a refund of my $20.00? My number is xxxxxxxx. Thx much

Re: Poor service

Jb456 — Thu, 06 Feb 2020 20:41:04 GMT

First did you try manually switching network from ATT to T-Mobile or vice versa?

Probably would have been best posting on here first to try to resolve your issue instead of going out and buying a phone right away (but I do completely understand why you did that)

You would have to contact moderators and ask.. it would be up to them to decide...

Or by private message at link below

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

Re: Poor service

oglat — Thu, 06 Feb 2020 20:57:53 GMT

I feel it's the problem with at&t or TMobile network, you can toggle manually between them

Re: Poor service

PAULRANG18 — Thu, 06 Feb 2020 22:03:20 GMT

If the 20.00 add on was added and then purchased, then there may have been an issue with the two designated connecting providers in the US. It may have been a matter of just manually switching between the two to see which one was active and which one was not.

Re: Poor service

geopublic — Thu, 06 Feb 2020 22:39:11 GMT

@Bonnie0859 That usually happens when you have more than one calling auS Roaming add-on activated at the same time. You need to submit a ticket to PM and ask them to fix it.

To submit a ticket to the Moderator Team, please start a conversation with the Public's virtual assistant, SIMon by clicking the icon below:

If you are still having problems contacting Public Mobile then click here. The link sends you to the private message function and adds the moderator team as recipient for a private message. You just have to enter a title and text in the body of the message describing the problem and post. The message will be received by the moderator team and they will respond to it. You will receive the response in your private message inbox.

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