topic Re: US roaming add on failure in Get Support

US roaming add on failure

valpoli — Mon, 07 Nov 2022 17:52:29 GMT

I paid for a US add on with data today. the add on shows in my account as active. I am in the US south and when i attempt a call I get "you have used all your minutes," now I tried to log on to my account and the web page does not respond - just round and round. I could not log on last few days either - then worked for short time and I bought add on.

My recommendation - do not use Public mobile roaming - it is unreliable and leaves you in jeopardy while travelling buy a US carrier sim.

Re: US roaming add on failure

dust2dust — Mon, 07 Nov 2022 17:56:11 GMT

Was that the 3-part bundle add-on?

Did you manually connect to T-Mobile? Automatic may lose that connection to the only (known) provider that works for us.

The crux of the problem is talk. Text and data should be fine.

But yes, even using T-Mobiles 2G for talk would not have ideal coverage.

Re: US roaming add on failure

will13am — Mon, 07 Nov 2022 17:56:39 GMT

@valpoli , please check your self serve account using incognito mode ensure that you are viewing current information. As for calling performance for the US roaming add-on, it really is iffy due to shutdown of the 3G network in the summer. If you are unable to get it to work, you can use the chatbot link at the bottom of the webpage to initiate a support ticket to seek a refund.

Re: US roaming add on failure

Outdoorsman — Mon, 07 Nov 2022 17:56:43 GMT

@valpoli hello I agree with you and have been saying that for months,

ask a cs agent for help or a partial refund

There are two ways to contact a customer service agent , open a ticket through Simon here https://publicmobile.ca

Or private message them here

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

Re: US roaming add on failure

softech — Mon, 07 Nov 2022 17:58:31 GMT

@valpoli wrote:
I paid for a US add on with data today. the add on shows in my account as active. I am in the US south

@valpoli did you just get US DATA add-on? Data addon is ONLY for data, not for Talk/Voice

To use voice call, you will need to buy Roaming Talk addon

So, it looks like it is not PM unreliable, but just that you got the wrong add-on 🙂

No worry, is your data working? Just download free VoIP app TextNow. You can use TextNow to make free calls back to Canada as long as you have Wifi or Mobile Data

Re: US roaming add on failure

valpoli — Mon, 07 Nov 2022 18:07:04 GMT

paid $20 today for US talk, text and 250 data. Is after completing 10 days same plan - working ok on T mobile 4G

Re: US roaming add on failure

Metal1967 — Mon, 07 Nov 2022 18:09:42 GMT

PM should post a message that states the reliability these days of roaming addons..instead of offering a service that might work depending where you are. If it’s that unreliable stop offering it.. instead of dealing with refunds/ complaints wasted time on these issues.. fix the things that are supposed to work….shouldn’t pay for something and have to use a free service because it didn’t work

Re: US roaming add on failure

softech — Mon, 07 Nov 2022 18:08:31 GMT

@valpoli I see your other post about you were able to use US add-on without problem in earlier and just re-buy a new one

So, did the old add-on just expired? It is troublesome that you need to wait 24 hours to re-buy the exact same add-on or you will need PM support to step in and make the make purchase

So, if this is the case, you have to open ticket with PM Support and have them to check

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 to you there

Re: US roaming add on failure

valpoli — Mon, 07 Nov 2022 18:16:03 GMT

Update - the payment for a new 10 day add on US roaming was acceptted, deducted from my balance and receipt confirmation downloaded.

after calls failed could not log on. Now can log on and funds returned, add on cancelled and old expired plan shows with 0/11 days left. Is it not allowed to asdd new 10 day plan to first 10 day plan?

Re: US roaming add on failure

dust2dust — Mon, 07 Nov 2022 18:19:45 GMT

That's a great update. So now you just have the amount as balance? Interesting that it say 0/11 days.

Yes, there's a long-standing goofiness here that to buy the same add-on you need to wait out another 24 hours after expiry. At anytime though you can ask support to make it all happen. You can also buy different add-ons after expiry without waiting.

Re: US roaming add on failure

valpoli — Mon, 07 Nov 2022 18:27:55 GMT

Work around successful. Had another public mobile sim phone with different sim in car. Bought add on with it - and now perfect on T mobile