topic Re: US roaming package not working in Get Support

US roaming package not working

scharfg — Thu, 23 Jun 2022 06:19:27 GMT

i purchased the US talk/text/data package yesterday for my iPhone 6 OS 12.5.5.

I turned the data roaming on and set it to AT and T, and turned on airplane mode then off to reset, no connection.

I followed the suggestions posted by others on the PM community forum but no luck, it still says ‘searching’, I restarted my phone as well.

Funny/strange thing is when I was in San Fran last week with the same phone the local cell network would show up on my phone and I received a text message from Public Mobile when I crossed into the US, this time I didn’t get a text message and the US cell carrier is not on the top left of my screen (I didn’t purchase a US roaming package when I was in SF to test it, used the wife’s phone).

How do I fix this or get a refund...?

I’m in the US for the next 8 days...

thanks in advance!

Re: US roaming package not working

BKNS27 — Thu, 23 Jun 2022 06:42:18 GMT

@scharfg

Did you try to see if T-Mobile works?

If it doesn’t work, you will need to contact a CS_Agent and explain your issue and ask for a refund.

AT&T stop using 3G on February 22, 2022 but iPhone 6 or newer should still work on their network.

Re: US roaming package not working

esjliv — Thu, 23 Jun 2022 10:08:06 GMT

@scharfg - can you confirm your account is still Active? Addons will only work on Active plans.

Is this the same addon you purchased within a 10 day period? There is a glitch that if you do not wait the full 10 days (+24 hours after, i know strange!) that it will not let you add the SAME addon successfully. So, if you cannot wait, then you can purchase a different Roaming addon type, or ask CSA to add it on for you.

Public Mobile Representatives customer support agents (CSA) can be contacted by either two methods, found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Get Help Article and Roaming and things for reference:

https://www.publicmobile.ca/en/bc/get-help/articles/us-roaming#:~:text=Troubleshooting%20U.S.%20Roaming%20Add%2DOns

Re: US roaming package not working

wdaxley — Fri, 24 Jun 2022 22:16:30 GMT

I had the same problem recently in Montana. Purchased US Talk, Text and Data and it did not work 75% of the time. How do i request a refund ? I find it extremely frustrating trying to get help from Public Mobile and I have been a customer for at least two years.

Re: US roaming package not working

hTideGnow — Fri, 24 Jun 2022 22:19:17 GMT

Hi @wdaxley did you try to connect to both T-Mobile and AT&T network?

To request a refund because it wasn't working, open ticket with CS agent, usually they will approve that

at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

start by typing : Contact CS Agent
then Click "Contact Us"
then Click "Other"
finally 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 CS Agent (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: US roaming package not working

scharfg — Sun, 26 Jun 2022 03:24:48 GMT

Yes my account is active.

i picked Att.

ill request a refund thank you!

Re: US roaming package not working

scharfg — Mon, 27 Jun 2022 06:43:04 GMT

I’ll have to wait until I get back to Canada as I purchased a ATT SIM card at US Walmart for 30 days (unlimited text/talk and 15gig data for $40US!

Re: US roaming package not working

scharfg — Tue, 05 Jul 2022 05:52:29 GMT

Yes I tried Att.

i just submitted a refund request to customer service.

thsnks.

Re: US roaming package not working

dust2dust — Tue, 05 Jul 2022 06:00:53 GMT

And what about T-Mobile? And can you try to set your phone on 2G-only or have it in the list of options.

And do you still see at least $20 in your balance?