topic Re: Roaming not working in Get Support

Roaming not working

Jcurry — Wed, 18 Jan 2023 21:52:14 GMT

Hello 👋 I added 15 days of US talk and text and roaming to my mother's plan. Her account says she has 5/15 days left but she keeps getting texts saying she has no texts left. She also can't make any calls.

Re: Roaming not working

esjliv — Wed, 18 Jan 2023 13:34:51 GMT

@Jcurry - others have reported similar issues.

I would suggest to submit a ticket with CSA about it and get this sorted out so she can have services for the remaining time she is owed.

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: Roaming not working

darlicious — Wed, 18 Jan 2023 13:43:09 GMT

@Jcurry

It's looking like pm changed their US Roaming add ons from 10 days to 15 days but they forgot to actually change the coding extending the expiry date the extra 120 hours. Only customer support can help in this situation.

https://productioncommunity.publicmobile.ca/t5/Get-Support/Get-Support-Contact-Customer-Support/td-p/821771#M550981

Re: Roaming not working

softech — Wed, 18 Jan 2023 13:44:18 GMT

@Jcurry PM has just changed from 10 days to 15 days roaming, I think some part of the system still tied to the old 10 days. Please open ticket with PM Support as advised by @esjliv

Re: Roaming not working

drlneisen — Wed, 18 Jan 2023 21:11:17 GMT

Could you please tell me what we should do in the meantime so we can use our phones? I.e. If we purchase another roaming add on, even though our current one is not finished - 1) will it work? 2)will we be refunded?

thank you in advance for your help

Re: Roaming not working

darlicious — Wed, 18 Jan 2023 21:14:26 GMT

@drlneisen

Are you willing to be the guinea pig? What US Roaming add ons are available to you in your self serve account? And which one do you have that has seemingly expired at 240 hours instead of 360? Has 24 hours passed since it seems to have expired?

Re: Roaming not working

drlneisen — Wed, 18 Jan 2023 21:17:07 GMT

yes I am - I have a talk/txt/data bundle, it stopped working approx 48 hrs ago, however in my self serve says I still have 4 days left

Re: Roaming not working

darlicious — Wed, 18 Jan 2023 21:22:57 GMT

@drlneisen

Assuming that the 15 day US Roaming add ons still expire at 10 days (240 hours) you should be able to purchase anything available in your account without it being affected. I'm pretty sure you will be credited back your purchase for this pm boondoggle. If the first one has expired it shouldn't affect your talk portion of the new US Roaming add on. That is our primary concern as that was a previous glitch.....2 concurrent talk add ons would cause dropped calls at the 2 minute mark.

Re: Roaming not working

dust2dust — Wed, 18 Jan 2023 21:23:49 GMT

@drlneisen- We seem to be using a couple threads. Before support does get back to you, you could try buying the talk/text bundle. Then make a call of several minutes to see if the call cuts off. This was a problem before with multiple talk add-ons. But the fact that the one is not working, maybe it would in this case. Support would still need to straighten everything out though.

Re: Roaming not working

drlneisen — Wed, 18 Jan 2023 21:25:24 GMT

the talk/text bundle is available to me in self serve, should I purchase it? even though unlimited txt and unlimited calls is still listed as being active and having 4 days left - despite not working

Re: Roaming not working

dust2dust — Wed, 18 Jan 2023 21:27:05 GMT

@drlneisen- Yes, that's the intent of the test. Support still needs to fix things though. So if they've got back to you then let them do what need to do before futzing around with trying out things.

Re: Roaming not working

drlneisen — Wed, 18 Jan 2023 21:32:23 GMT

thank you dust2dust, I have gotten a reply from an agent, so I will work with them

I appreciate your help

Re: Roaming not working

darlicious — Wed, 18 Jan 2023 21:32:45 GMT

@drlneisen

Yes I would. This is all new and I'm sure the agents and the tech team are scrambling right now. Customers currently roaming in this situation willing to try stuff will be the first to figure out a workaround as none of the pm staff are there to test things out. Don't worry pm customer support will eventually sort it all out and credit back the costs to make up for this rather giant glitch.

Re: Roaming not working

darlicious — Wed, 18 Jan 2023 21:33:59 GMT

@drlneisen

Please report back their fix? Thx!

Re: Roaming not working

drlneisen — Wed, 18 Jan 2023 21:47:57 GMT

I clarified the situation when they first contacted and I have yet to hear anything back.

I will wait for now prior to buying another add-on due to the risk of glitches in calls you mentioned

Are you aware of any issues with texts when you have multiple adding?

Re: Roaming not working

darlicious — Wed, 18 Jan 2023 22:36:15 GMT

@drlneisen

Only calls are affected with that glitch. You can also download textnow and choose a Canadian phone number. You can use it for calls and texts on wifi....and mobile data. You could just purchase a US Roaming data add on and use textnow. You will still recieve incoming pm SMS texts regardless of having any roaming add on. You could then use textnow to call your phone number and press "*" when it connects and enter your voicemail PIN #. You can then access your voicemail and if you like change your greeting to leave your textnow # for callers to reach you.

Re: Roaming not working

drlneisen — Wed, 18 Jan 2023 23:40:45 GMT

agent is now submitting a ticket to tech...

Re: Roaming not working

darlicious — Wed, 18 Jan 2023 23:49:53 GMT

@drlneisen

Has the CSA suggested a resolution in the meantime? Since this is now a known glitch for the past couple of days and no one has posted feedback of it being fixed yet I wouldn't count on it being fixed anytime soon or in the time period remaining on your 15 day US Roaming add on. I would suggest to the CSA that they add a new 15 day US Roaming add on to your account for free and if they like they can remove it 5 days from now....though they will likely not do that?

Re: Roaming not working

dust2dust — Thu, 19 Jan 2023 00:00:18 GMT

@drlneisen- The above suggestion is very close to the requirement of needing to contact support to re-buy roaming add-ons without the wait. They should remove the old add-on and put in the new one. But you will want compensation for this new bug or at least the difference from the old $20 talk/text/data bundle that was 10 days (but much less data).

Re: Roaming not working

darlicious — Thu, 19 Jan 2023 00:13:36 GMT

@dust2dust

Good point....the CSA should remove the expired add on to avoid any possible issues. But the new add on should just be free.