topic Re: US roaming not working in Get Support

US roaming not working

Shinya — Sun, 07 May 2023 19:38:00 GMT

Hello, I purchased the $30 US Roam - talk text 3 GB data (15 day) add-on package on April 30 and travelled to Alaska for a week. The 3GB US roaming, US messages, and talk are shown in the add-on list in my account. However, I was not able to connect to the network and haven't been able to use any talk or data at all. The US roaming did not work for me. I have tried toggling the airplane mode and on and restarted the phone several times. I am back in Canada now. Would it be possible to get a refund for the US roaming add-on?

Re: US roaming not working

softech — Sun, 07 May 2023 19:43:57 GMT

@Shinya

Pm roaming partner T-Mobile does not have coverag in Alaska . Actually, T-Mobile also running on a roaming agreement with another provider, GCI, there, but PM roaming cannot tag on that.

yes, open ticket with support and they will arrange refund

1. Please open ticket via Chatbot (requires access to My Account) using direct link: https://publicmobile.ca/chatbot.

Start by typing "Contact agent ", then click "Contact Us", then click "Other", click "Click here to submit a ticket ↗""
Next, enter your Community login, then enter your question. Finally use My Account login or 4 digits PIN to validate.

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: US roaming not working

hairbag1 — Sun, 07 May 2023 19:44:25 GMT

@Shinya

doesn't hurt top ask for credit to your account.

It's known here in the Community that the US Roaming add-on doesn't work in Alaska.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: US roaming not working

Shinya — Sun, 07 May 2023 19:59:25 GMT

Thank you. I have submitted a message to the CS agent. I couldn't get the chatbot to work because it gives a login error when I try to log into the community.

Re: US roaming not working

hairbag1 — Sun, 07 May 2023 20:18:04 GMT

@Shinya

watch the little envelop icon will be highlighted when they respond...

added...

whenever you need to look at your account or buy add-ons...log in on a laptop and use incognito mode.

Re: US roaming not working

Shinya — Sun, 07 May 2023 20:25:31 GMT

Thank you. The CS agent helped me get the credit back to my account for the next billing cycle.

Re: US roaming not working

dust2dust — Sun, 07 May 2023 20:31:51 GMT

So this is interesting. A couple people have had a reasonable response time with pm but nothing with a ticket. wth.