topic Re: US roaming phone addon in Get Support

US roaming phone addon

chaserobert001 — Mon, 10 Jan 2022 13:34:21 GMT

My US roaming on and on it’s not working. I added funds and then select with the add-on. The add-on shows up in my profile as being available however cannot make calls. How do I fix this. Thanks

Re: US roaming phone addon

Dunkman — Mon, 10 Jan 2022 13:38:57 GMT

@chaserobert001

Make sure that you purchased the correct 10 day USA roaming add on. Which add on did you purchase?

Are you connected to AT&T or T mobile? Try to manually select each of the carrier? Reboot your phone.

Make sure that you enabled roaming on your phone settings.

Reboot your phone.

Here is some more information:

https://www.publicmobile.ca/en/on/get-help/articles/us-roaming

Re: US roaming phone addon

chaserobert001 — Mon, 10 Jan 2022 13:44:33 GMT

Thanks. Have 3 bars on T-Mobile. Tried the reboot and checked roaming is on. The addon that expired 3 days ago worked fine. This one still doesn’t

Re: US roaming phone addon

softech — Mon, 10 Jan 2022 13:46:34 GMT

@chaserobert001 you had an add-on that expired? did you wait 24 hours before buying a 2nd round?

Also, try to connect to AT&T instead of using TMobile, maybe it would help

Re: US roaming phone addon

chaserobert001 — Mon, 10 Jan 2022 13:52:34 GMT

The add-on expired several days ago. I switched to AT&T and try to call. I got a message saying that my public phone plan did not include US long-distance calling.

Re: US roaming phone addon

softech — Mon, 10 Jan 2022 13:58:10 GMT

@chaserobert001 I guess try to open a ticket with PM agent first, once they pick up the ticket, they would be able to sort out quickly. To open ticket with PM:

1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

Start with typing "Submit a ticket", click "Contact Us", click "Other" from the choices, click "Click here to submit a ticket". Then follow to complete the ticket submission.

2. Or you can Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox, envelope on the top right, after ticket is opened. CS Agent will reply and work with you via messaging there

Re: US roaming phone addon

chaserobert001 — Mon, 10 Jan 2022 13:59:36 GMT

How do you open a ticket. Thanks

Re: US roaming phone addon

darlicious — Mon, 10 Jan 2022 14:00:03 GMT

@chaserobert001

Do you only currently have the one US roaming add on? If you have two with a talk feature they will cancel each other out. If you only have the one confirm you have purchased the correct one. There have been a few customers with issues getting their US roaming add ons to work correctly. You may need a CSA to remove and readd the US roaming add on to your account for it to work properly.

Contact customer support by clicking on the chat bubble at the bottom right corner of your screen and type "account related issue" and "human" and follow the prompts to submit your ticket via Simple--Simon. Keep an eye on the envelope icon at the top right corner of your screen next to your avatar for a little number to pop up indicating a reply from a CSA. Responding promptly will speed up service times but you should recieve a reply within the hour.

Re: US roaming phone addon

chaserobert001 — Mon, 10 Jan 2022 14:03:21 GMT

Thanks I will try that

Re: US roaming phone addon

darlicious — Mon, 10 Jan 2022 14:08:03 GMT

@chaserobert001

Power off your phone for 5 minutes. Then power it back on again. Then dial 1 855 4PUBLIC and enter your 10 digit phone number. If you connect and get your basic account info then hang up and try making a call again.

Re: US roaming phone addon

esjliv — Mon, 10 Jan 2022 16:27:47 GMT

@chaserobert001 wrote:
The add-on expired several days ago. I switched to AT&T and try to call. I got a message saying that my public phone plan did not include US long-distance calling.

@chaserobert001 - can you post a screen shot of your Plan Details (no personal info. please)?

If the right one does show up, and you are not buying back to back same roaming add ons under a 240 hour period, try a RESET of your Network Settings on your device.

Otherwise, yes, contact CSA.

Private message the Customer Support (CSA) here (slower method): https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: US roaming phone addon

Anonymous — Mon, 10 Jan 2022 17:49:58 GMT

@chaserobert001

For US Roaming 10 day packages
Unlimited U.S. Talk, Text and 250MB Data Bundle = $20
Unlimited U.S. Talk and Text Bundle = $15
Unlimited U.S. Talk Only = $8
Unlimited U.S. Text Only = $8
U.S. Data Only 10 day packages
250MB = $10
500MB = $15
1GB = $20

when you visit U.S. then Purchase it,

sign in to Self-Serve, to review your account, if you found at Available Funds: $$

Try To Purchase Add-Ons Using Your Self-Serve Account

Follow these steps:

Click on ‘Purchase Add- Ons’ on the Overview tab and scroll down to the Add-On calculator.
Click the plus sign (+) to add and the minus sign (-) to remove selected Add-ons.
When you’ve added all your desired Add-Ons, click ‘Buy Add-Ons’ or ‘Make a Payment’ below the calculator:
- You will see ‘Make a Payment’ instead of ‘Buy Add-Ons’
Select ‘Confirm my purchase’,
after purchase successful you have to do Rebooting your phone
what is meant by rebooting the device turn off and turn it back on.

review of Add-ons visit Here link...

make sure enable roaming on,
Try manually selecting either of AT&T or T-Mobile, whichever works best for you,
for Re-Purchase Add-ons you need to wait 25 hours after the expiry first Purchase Add-ons or you need to Contact Customer Support Agent by CS_Agent, to them do it for you...

send a private message to Customer Support Agent by Click Here link..

Re: US roaming phone addon

Yummy — Mon, 10 Jan 2022 18:08:09 GMT

@chaserobert001 wrote:
How do you open a ticket. Thanks

Creating a ticket does not work. Try different way:

- Send a private message to the CSA by clicking here. You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: US roaming phone addon

Luddite — Thu, 20 Jan 2022 17:42:30 GMT

@softech Disadvantage of Spoiler is that some members do not realize it may be useful information. 🤔

Re: US roaming phone addon

softech — Thu, 20 Jan 2022 17:44:20 GMT

@Luddite wrote:
@softech Disadvantage of Spoiler is that some members do not realize it may be useful information. 🤔

Yup.. it is good that the "kitchen sink" is smaller and people can focus on the main thing.. but it's bad like what you said, many people missed that.

Re: US roaming phone addon

Yummy — Thu, 20 Jan 2022 17:47:18 GMT

@Luddite wrote:
@softech Disadvantage of Spoiler is that some members do not realize it may be useful information. 🤔

'Spoiler' is a bad choice in terms of wording. Something like 'More details Here' or similar will be more suitable to mark longer reading if somebody wants to have neat and short posts AND still to provide detailed info.