topic Re: US roaming not working in Get Support

US roaming not working

Irene5 — Sat, 08 Jan 2022 20:49:53 GMT

I just bought US roaming. I can see I topped up my account + I can see in payments that I have opted for US roaming.

However, in my plans, US roaming doesn't show up, nor can I send messages or anything to Canada (I'm in the US right now). I get the message back every time I send a message that I'm not on roaming.

I decided to top up again, but now the option for US roaming data and talk/message isn't even an option anymore.

I know how to top up my funds, and I know how to add an add-on. I've read those posts and they do not help my case right now. All I need is my roaming to work.

Re: US roaming not working

0PX9O4 — Sat, 08 Jan 2022 20:52:00 GMT

@Irene5

Unfortunately it sounds like you'll need to ask an agent for help. You can do that here by sending a private message: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: US roaming not working

Anonymous — Sat, 08 Jan 2022 20:54:57 GMT

@Irene5

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. and 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 do it for you.

you can send a private message to Customer Support Agent by Click Here link,

Re: US roaming not working

softech — Sat, 08 Jan 2022 20:56:03 GMT

@Irene5 , please login to My Account and check Plan Details https://selfserve.publicmobile.ca/Overview/plan-and-Add-ons/ChangePlanLandingPage/ and see if you see the roaming add-on you got

Also, you see any amount as Available Fund? Just want to see if any chance you just loaded the fund but didn't really buy the Add-on, the add-on purchase is a bit confusing.

And , what US roaming add-on you bought? you bought it twice? Do you mind to check Transaction history as well?

https://selfserve.publicmobile.ca/Overview/payment/Payment-History/

do you mind to share the screenshot?

Re: US roaming not working

Irene5 — Sat, 08 Jan 2022 20:55:59 GMT

That link brings me to the home page of Public mobile, not to a place where I can send a private message.

Re: US roaming not working

Irene5 — Sat, 08 Jan 2022 20:56:52 GMT

This is a standard reply and I already said in my message that I have read these types of messages. They do NOT help.

Re: US roaming not working

softech — Sat, 08 Jan 2022 20:57:07 GMT

@Irene5 follow this to open ticket with pm support

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 not working

0PX9O4 — Sat, 08 Jan 2022 20:58:23 GMT

@Irene5

That's weird. The link works fine for me. Here it is again:

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

ALTERNATIVELY, you can just click on this user to send them a private message -> @CS_Agent

Re: US roaming not working

0PX9O4 — Sat, 08 Jan 2022 21:00:02 GMT

I just want to point out that the chatbot method described above can be confusing to navigate, and there's no scientific evidence it's any better/faster than sending a private message.

Re: US roaming not working

softech — Sat, 08 Jan 2022 21:08:21 GMT

i I just want to point out follow my chatbot instructions and you get to open ticket page without issue.

Also, ticket opened with Chatbot has a ticket number and case already linked to proper Self Serve account.

Messaging PM support is a quick way, but sending the message does not mean ticket opened. Ticket only opened after the message is picked up. Also, there will be more message back and forth to validate identity

Plus, We were told to use Chatbot method first and I like to follow the past success

Re: US roaming not working

Anonymous — Sat, 08 Jan 2022 21:10:36 GMT

@Irene5 : Click on Plan Details and see if you see roaming items.

Then manually scan for and connect to either AT&T or T-Mobile.

Re: US roaming not working

Irene5 — Sat, 08 Jan 2022 21:11:16 GMT

Thank you, excellent help!

Re: US roaming not working

Anonymous — Sat, 08 Jan 2022 21:14:10 GMT

@Irene5 wrote:
This is a standard reply and I already said in my message that I have read these types of messages. They do NOT help.

@Irene5

just to you know for Re-Purchase Add-ons you need to wait 25 hours after the expiry first Purchase Add-ons or you need to contact CSA, the system is not allowed you to Re-Purchase Add-ons if not expiry the first one.

close all Browser and do clear cache and cookies for any Browser,

and try open one Browser incognito mode,

go sign in to Self-Serve, to review your account,

Re: US roaming not working

Irene5 — Sat, 08 Jan 2022 21:49:15 GMT

I tried the chatbot and it doesn't verify me. I sent a private message. Thank you for your fast help! I hope this will get resolved soon. I'm on limited wifi now.

Re: US roaming not working

Anonymous — Sat, 08 Jan 2022 21:58:10 GMT

@Irene5 : Did you check Plan Details? Do you show a balance in Available Funds? Did you try to find the US networks? Your phone might not be set on automatic networks.

I'm not yet convinced you need the CSA's yet.

Re: US roaming not working

softech — Sat, 08 Jan 2022 22:00:10 GMT

@Anonymous I asked too... but no answer, everyone just eager to send OP to PM Support and not really trying to get more information.. 😞

Re: US roaming not working

lfaber — Sun, 09 Jan 2022 14:36:12 GMT

Hey Irene: Just saw this. If it makes you feel any better, I’m having the same issue as you!

Re: US roaming not working

michelleheisler — Thu, 04 Aug 2022 19:24:27 GMT

I had the exact same situation. Did you ever work out the problem?

Re: US roaming not working

Irene5 — Thu, 04 Aug 2022 19:27:55 GMT

Not really. All I know is that you have to wait 24 hrs before buying another 10 days (don't ask me why!). I haven't tried it out yet, so I don't know ......

Re: US roaming not working

hTideGnow — Thu, 04 Aug 2022 19:40:52 GMT

HI @michelleheisler can you explain what is your issue. This was an old post, better to start your own and tell us exactly what "same" situation.

You cannot connect? or you cannot buy new roaming?