topic Re: Refund for US roaming? in Get Support

Refund for US roaming?

jjt16 — Wed, 21 Sep 2022 01:05:06 GMT

I recently got the 10 day US roaming package with data. The cell service was absolutely terrible. Mostly there was no service at all. Occasionally I would get one bar so I suspect my phone settings were correct but there was a problem with the network. When I did connect it was to T Mobile. Last year I had excellent roaming service with the same phone in the same city (NYC). I would like a refund for the roaming package because I was not able to use the service that I paid for.

Re: Refund for US roaming?

Remember — Wed, 21 Sep 2022 01:05:54 GMT

@jjt16

open a ticket with PM CS_Agent. at : https://publicmobile.ca/chatbot.

type: Contact Us and Other
Finally Click here to submit a ticket
you will then direct to another page to open ticket.

If you have error submitting a ticket, send a private message to the CS_Agent: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

check inbox(top right corner envelope icon) for response from CS_Agent.

Re: Refund for US roaming?

hTideGnow — Wed, 21 Sep 2022 01:08:39 GMT

HI @jjt16 With US 3G shutting down, it has effect on voice but should have no effect on data and text. Did you try both T-Mobile and AT&T? Both should able to provide you the LTE you need for data and text

But , if you were not able to use the service, please open ticket with PM CS agent and they usually will refund without problem:

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: Refund for US roaming?

jjt16 — Wed, 21 Sep 2022 01:22:07 GMT

Thanks for your response. I only tried text and data (not voice), so those should have worked if I understand you correctly. I was not able to get service on any network.

Re: Refund for US roaming?

CountyDownIeUk — Wed, 21 Sep 2022 02:15:03 GMT

Isn’t there a warning about the coverage in USA for the add on. I know I have seen it .... but does one see it, in the buying process??

Re: Refund for US roaming?

dust2dust — Wed, 21 Sep 2022 02:19:23 GMT

@CountyDownIeUk- You have to click down into The Fine Print part way down below the add-ons. But it doesn't just show up. Maybe it should. Oh ok so you've selected roaming. You ought to know....

Re: Refund for US roaming?

CountyDownIeUk — Wed, 21 Sep 2022 02:39:45 GMT

If it shows as a footnote.....that likely won’t be read. But to be fair the warning should be part of the ordering process....don’t you think? Why pi$$ off customers by not being informative? Especially on those add ons.

Re: Refund for US roaming?

dust2dust — Wed, 21 Sep 2022 02:40:52 GMT

I'm not disagreeing.