topic Re: US Roaming not working in Get Support

US Roaming not working

vrance — Tue, 04 Jan 2022 19:27:57 GMT

Hi Jeremy, I sent you a private message on my wife US Roaming add-on is not working. Appreciate if you can check on this and advise.

Regards.

Vrance Lam

Re: US Roaming not working

will13am — Wed, 09 Aug 2017 01:18:41 GMT

Check you account to make sure the add on is actually purchased. It is a two step process. If you see funds in the account, it means you only completed step one. Second step involves paying for the add on with funds in the account. BTW, if you need to contact the moderator team, use this link. Although Jeremy works for Public Mobile, he is not part of the moderator team.

Re: US Roaming not working

ShawnC13 — Wed, 09 Aug 2017 01:20:41 GMT

@vrance, sory to hear that you are hving issues. The addons are a two step process that most people don't know about. The first time you purchase teh addon the money is harged ot oyur credit card but not towards the plan, it actually goes into vailable funds. You then need to re-purchase the addon and the money then comes out of available funds. If you don't see money in available funds, you will need to message a MOD for assistance, click on this link Moderator Team

to send a private message .

In your message please include:

* PM account email address

* SIM card number(if available)

* PM phone number

* Detailed explanation

Community Moderators are available from Mon-Thursday 9am(Eastern) to 9pm(Eastern) and Friday, Saturday, and Sunday from 9am(Eastern) to 7:30pm(Eastern)

Re: US Roaming not working

wetcoaster — Wed, 09 Aug 2017 01:25:02 GMT

Looks like Jeremy has gone home after a full day's work. 😉

Have you ensured that your the roaming option on your phone is active?

Have you power cycled your phone?

If the add-on is still not working after trying the above, contact the @Moderator_Team.

If you are unsure on how to go about it:

https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Updated-Contacting-our-Community-Moderators/ta-p/76452

Thanks to @will13am and @ShawnC13 for the reminder about the two-step-buying process. As usual, I'm sorry to be late to the party!

Re: US Roaming not working

vrance — Wed, 09 Aug 2017 01:24:30 GMT

Hi @wetcoaster and @ShawnC13,

Thanks for providing the link. I have checked the add on is on the profile, and there is a 2-steps process. The profile did show the US Roaming add-on on the summary page. I have contacted the moderator and it seems that we need to wait for them tomorrow (just passed 9 pm est for less than 30 min).

Regards.

Vrance Lam

Re: US Roaming not working

ShawnC13 — Wed, 09 Aug 2017 02:12:24 GMT

@vrance, the other things to check is to make sure roaming is turned on in your phone settings and if you can try to manually select AT&T or T~Mobile as your network while in the US

Re: US Roaming not working

vrance — Wed, 09 Aug 2017 02:06:48 GMT

Hi All,

My wife just called that after manually select the carrier as T-Mobile, it is working. I thought iphone can always auto-select and do not remember to select it manually. Thanks everyone for the help.

Regards.

Vrance Lam