topic Re: Us roaming in Get Support

Us roaming

Billr — Mon, 30 May 2022 11:43:56 GMT

Added US roaming to my account on 21 May, $8 was deducted from my account. When I arrived in the US on 24 May, phone showed T-mobile, but any attempts to make a call resulted in a message that I didn’t have US roaming on my account. Did I miss something? How to I get the $8 credited back to my account?

thx

Re: Us roaming

RossN — Mon, 30 May 2022 12:16:37 GMT

@Billr hi is the money still sitting in your account? buying an add on is a two step process, funds must be put in account then you must go back in and purchase the add on

Re: Us roaming

esjliv — Mon, 30 May 2022 12:29:58 GMT

@Billr that was 9 days ago..so if you purchased it successfully you should see that addon listed under you Plan Details section in your self serve? Do you see it there?

If it was added successfully, then sometime restarting your phone or performing a reset of the network settings on your device can help with connecting.

But, sound like you are back in Canada now.

So you could plead your case with a CSA agent to add fund back to your Available Funds area, if it was actually added correctly.

Scroll down to the bottom on the Community page and click on Simon chatbot to submit a ticket with CSA.

Re: Us roaming

Meow — Mon, 30 May 2022 13:43:15 GMT

Purchasing an add-on after logging in into your PM account is a two-step process. You need to load funds first and then purchase add on.

Add funds to your PM account: Any funds to buy add-ons come from your balance, so manually add funds to your available balance first.
Buy Add-On: You will actually buy the add-on after you add funds to your account or else you won't have funds to actually buy the add-on. Funds to buy add-on come from Your account (after adding funds in step #1) and not directly from your credit card.

If you did everything as above an still have no roaming service, contact agent asap!

Are you still in US?

Re: Us roaming

JL9 — Mon, 30 May 2022 14:57:58 GMT

The snag for ppl most of the time is forgetting the second step. You will know by looking at your history and available balance

Re: Us roaming

Billr — Tue, 07 Jun 2022 10:54:18 GMT

added $10 to my account 21 May, $10 was removed shortly after I added roaming. Currently still $2 in my account.

Re: Us roaming

Billr — Tue, 07 Jun 2022 10:58:02 GMT

Never saw roaming listed under plan details. Did reset phone in US - still got message I required a roaming add-on. Tried Simon chatbot but didn’t help.

Re: Us roaming

softech — Tue, 07 Jun 2022 11:11:02 GMT

@Billr the US roaming add-on , for Text and Talk, you will see them at the Plan details page (https://selfserve.publicmobile.ca/Overview/plan-and-Add-ons/ChangePlanLandingPage/ )

But now, you won't see them as it passed the 10 days time.

However, you would still be able to track them in the Transaction log page (https://selfserve.publicmobile.ca/Overview/payment/Payment-History/ )

Yes, if you never able to use it, you can ask PM to check and they can probably reverse the transaction for you, just open them a ticket :

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗"

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at:

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply you there

Re: Us roaming

Billr — Tue, 07 Jun 2022 11:27:51 GMT

Thanks for the response/info. Just checked the transaction log and found an $8 credit identified as ‘System issue’ dated today!