topic Re: add on in Get Support

add on

Boppab-1959 — Mon, 16 Jan 2023 21:34:11 GMT

Hello, I added on for a text/talk on Jan 5th, 2022 for 15 days because I was going to the USA. My 15 days is not up, but when I try to call or text it says my plan does not permit me to do this. Help

Wayne

Re: add on

esjliv — Mon, 16 Jan 2023 21:36:50 GMT

@Boppab-1959 interesting. You are at the 10 day mark, which was what the roaming addons used to be at, humm?

Wait, are you in fact in the USA now? You must be in the USA for roaming addons to work, they will not work whilst in Canada.

If you are in the USA and they were working up to this point try restarting your phone, or perform a reset of the device's network settings.

Ensure your account is showing ACTIVE in My Account. Only ACTIVE plans are able to use any types of addons.

If all looks okay and still issues, as CSA about this.

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

Re: add on

hairbag1 — Mon, 16 Jan 2023 21:38:20 GMT

@Boppab-1959

you are still in USA...right ?

Is T-Mobile set as preferred network ?

You should be able to rec texts even w/o the add-on.

Re: add on

softech — Mon, 16 Jan 2023 22:32:12 GMT

@Boppab-1959 so, it was working well before?

if you login My Account, it is showing 15 days instead of 10

try restart the phone once

Re: add on

hairbag1 — Mon, 16 Jan 2023 21:41:00 GMT

@Boppab-1959

Re: add on

Boppab-1959 — Mon, 16 Jan 2023 22:33:53 GMT

Hi, in my account it shows I have still 15 days even after being in the USA since Jan 6th.I did use my text&talk up until a few days ago but, it is not working now.

Re: add on

Boppab-1959 — Mon, 16 Jan 2023 22:35:53 GMT

I am still in the US and it shows I am connected to T-Mobile

Re: add on

softech — Mon, 16 Jan 2023 22:36:05 GMT

@Boppab-1959 have you move to a different city now? Roaming depends on the network and especially voice, the 2G connectivity could be an issue

Also, does it show you connecting to Tmobile now?

did you try to change the network to 2G and see if it connects? if it does, try voice call

If nothing works, open ticket with PM support and they can confirm if the system on the backup really showing 15 days instead of 10 (PM just changed the roaming to 15 days, not sure if they didn't have the proper setup on the backend)

1. Please open ticket via Chatbot (need 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 have trouble with Chatbot or you don't have access to My Account: 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: add on

Boppab-1959 — Mon, 16 Jan 2023 22:38:04 GMT

I am in the US and it shows my network as T-Mobile

Re: add on

dust2dust — Mon, 16 Jan 2023 22:44:40 GMT

When you click on that spinner as shown above by user hairbag1 do you see any mention of the roaming add-ons? If so do they show # / 15 or # / 10 or 0/15 or 0/10. And please list down which all ones you have.