topic Re: add-ons in Get Support

add-ons

danlik — Mon, 06 Feb 2023 20:36:31 GMT

I purchased US Roam-Talk Txt 3 GB Data(15d) on January 29th (have an invoice confirmation) but the plan was not activated - I wasn't able to connect to internet on 29th/30th and on 31st wasn't even able to text - received an automated response "Sorry your plan does not include sending texts while in the US etc."
I would like my account to be credit for the amount of the invoice $30 + HST.
Thank you.

Daniela

Re: add-ons

HALIMACS — Mon, 06 Feb 2023 20:40:56 GMT

@danlik

while in the US, did you try to manually connect to the T mobile network?

Either way, support will likely refund you the amount of the add on and add it to your available funds as there are lots of user problems with their US roaming add ons.

To contact a Customer Support Agent, there are 2 methods:

Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request). Click the result which states Click here to submit a ticket and follow the prompts, or,
Send a private message to the Customer Support Agent by clicking here You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: add-ons

dabr — Mon, 06 Feb 2023 20:40:58 GMT

@danlik Only customer support will be able to apply any account credit for a service that didn't work and we know roaming talk especially has had issues. Submit a ticket via chatbot here: https://www.publicmobile.ca/get-help

Re: add-ons

dust2dust — Mon, 06 Feb 2023 20:52:36 GMT

Are you still in the US?

Re: add-ons

danlik — Tue, 07 Feb 2023 21:29:19 GMT

no, I have returned January 31st evening. Basically needed the add-on for 2 days to drive through Atlanta since my GPS is 1 year old and out-of-date. So of course I got lost in Atlanta... very upsetting.

Re: add-ons

dust2dust — Tue, 07 Feb 2023 21:31:35 GMT

For next time, you can download map areas in Google Maps and use them offline without the need for data. When you turn on the location services (GPS) it will place you on the map. You won't get live directions or anything but you know how to read a map right? 🙂

Re: add-ons

dabr — Tue, 07 Feb 2023 22:00:33 GMT

@danlik Lol...I always get lost when going to a new place despite getting the directions (Google Maps) beforehand. That's why I prefer Google's live directions if heading somewhere unfamiliar now.. 😊

Re: add-ons

hTideGnow — Tue, 07 Feb 2023 22:28:10 GMT

Hi @danlik

which city you were able to use the roaming and which city you cannot?

Re: add-ons

danlik — Wed, 08 Feb 2023 02:42:41 GMT

thank you, will remember that for next time!

Re: add-ons

danlik — Wed, 08 Feb 2023 02:45:33 GMT

I was not able to use the add-on at all for two days after paying for it.
It's not an issue of cities... PM didn't activate the plan of whatever they need to do for customers to use an ad-on.

Re: add-ons

danlik — Wed, 08 Feb 2023 02:50:20 GMT

ticket created... thanks for your help

Re: add-ons

HALIMACS — Wed, 08 Feb 2023 02:51:35 GMT

You're welcome @danlik

Re: add-ons

HALIMACS — Thu, 09 Feb 2023 00:21:51 GMT

@danlik

I don't know if it was in error, but at around the time you posted that you created a ticket, you also sent me a Private Message requesting a refund.

It's possible you may not have submitted a ticket (or maybe you did) to Public Mobile customer support.

I responded by Private Message much the same as I'm replying here. (you'll see my reply in the envelope icon upper right)

To submit a ticket, do so by clicking here

You’ll need to be logged into your Community account for the link to work.