topic Re: US Roaming did not work in Get Support

US Roaming did not work

Ilareema — Mon, 05 Dec 2022 05:25:18 GMT

I bought 10 day US Roaming on 23 November 2022. It didn't show up on my account. When I arrived in US on 27th, roaming did not work at all and my account did not show the add on. I bought the 10 day US roaming again on 28th November. Amount is charged promptly from Visa but no roaming. Now I am back in Canada, my accounts shows the add on and it says I have used 19% of the Add-on is used. How could I use 19% when the roaming was not working and the Add-on was not even part of my account?

How can I get my money back?

Re: US Roaming did not work

JK8 — Mon, 05 Dec 2022 05:27:42 GMT

@Ilareema

US roaming packages are hit and miss. Contact an agent and ask them to credit your account. It will be easier than asking for a refund.

Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to our Agents. Click here to get started.
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Re: US Roaming did not work

brettster99 — Mon, 05 Dec 2022 05:28:00 GMT

@Ilareema It is because the US has shut down 3G service. And many, many people are now having trouble with roaming in the US because of this. You can submit a ticket though SIMon to request a refund for this or though direct message but that is slower

Re: US Roaming did not work

hairbag1 — Mon, 05 Dec 2022 05:40:30 GMT

Which of the 10 Day US Roaming add-ons did you buy ? The add-on becomes valid for 10 days (240 hours) as soon as you buy it. The text and data should have worked...talk is now very unreliable, for the most part.

For future reference... you should not buy the same roaming add-on until 240 hours + 24 hours has elapsed. Doing so will cause it to not work properly. Wait until it expires + 24 hours before buying the same one.

added...

when you have the roaming add-on in US, make sure to manually select T-Mobile as your preferred network. Verizon and AT&T are unuseable now.