topic Re: US Roaming in Get Support

US Roaming

Aussie1 — Tue, 15 Feb 2022 18:00:34 GMT

I bought a U.S. roaming plan when in Maui and it didn’t seem to work. I bought a different plan and it seems to work. How do I get a refund on my first purchase

Re: US Roaming

Meow — Tue, 15 Feb 2022 18:04:10 GMT

What plan did you buy that worked for you?

To get refund:

Send a private message to the CSA by clicking https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

You’ll need to be logged into your Community account for the link to work.

Be ready to provide account information to CSA to confirm your identity.

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

VIP_Tech — Tue, 15 Feb 2022 18:05:53 GMT

Hi @Aussie1

Try manually selecting either of AT&T or T-Mobile, whichever works best for you,

and Rebooting device..

and ensure the Add-ons in your account ?

How To Purchase Add-Ons through Self Serve (publicmobile.ca)

Re: US Roaming

meta — Tue, 15 Feb 2022 18:42:36 GMT

Most likely they're not going to give you a refund, since you prepaid for the data add-on...

Re: US Roaming

esjliv — Wed, 16 Feb 2022 03:43:10 GMT

@Aussie1 wrote:
I bought a U.S. roaming plan when in Maui and it didn’t seem to work. I bought a different plan and it seems to work. How do I get a refund on my first purchase

@Aussie1 - if you still see the $'s in your Available Funds area in your self serve account than the 1st addon was not actually successfully added to your account.

So best to leave those $'s there as they will be used first on your next plan renewal.

If the $'s are not showing in your Available Funds area, and this was an mistake purchase you can submit a ticket to the Customer Support Agents (CSA) and see if they can add those funds to your Available Funds area (rather than a credit). At least the money gets back to you that way regardless.

Re: US Roaming

hTideGnow — Wed, 16 Feb 2022 03:50:35 GMT

HI @Aussie1

Are you still in Maui? first of all, US Roaming works there:

https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/U-S-Roaming/ta-p/307883

Also, did you try both AT&T and T-Mobile? what is the error message? are you getting the Roaming data as well or just Talk?

if you are already back in Canada and would like to ask for refund, you have a chance as long as you can show you didn't use it

To open ticket with PM:

open a ticket with PM Support. Click on the Bubble or directly at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

type: Contact CS Agent
Click "Contact Us"
Click "Other"
Click "Click here to submit a ticket"
you will then direct to another page to open ticket.

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

If you have problems submitting a ticket, you can also send a private message to the moderators (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437