topic Re: add on not working at US Alaska , how to refund or cancel in Get Support

add on not working at US Alaska , how to refund or cancel

happ1234 — Sat, 03 Jun 2023 00:21:19 GMT

Re: add on not working at US Alaska , how to refund or cancel

softech — Sat, 03 Jun 2023 00:32:13 GMT

@happ1234 YES, US roaming has not been working in Alaska for over a year as AT&T no longer PM's roaming partner. PM's only US roaming partner T-Mobile does not have its own network there and has to rely on another network, and that argreement does not extend to PM's roaming service

Please open ticket with support to ask for refund by direct message

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

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened. CS Agent will reply to you there

Re: add on not working at US Alaska , how to refund or cancel

computergeek541 — Sat, 03 Jun 2023 00:40:49 GMT

This is somethign that I'm very suprised that there is something done about this. I know that customers can be refunded after the fact for a service that doesn't work, but this is something that has been going on so long that I believe that Public Mobile should be consider a stop-sell on these roaming add-ons. Offering them in manner that doesn't provide reliable (or any at all) service is only harming the brand's reputation.

Re: add on not working at US Alaska , how to refund or cancel

softech — Sat, 03 Jun 2023 00:51:40 GMT

@computergeek541 I wonder if AT&T no longer PM's roaming partner, why they don't drop it from the all the Help pages. Is AT&T going to come back? but it has been more than one year

Do you know if Telus and Koodo are still using AT&T for roaming? or like us?

Re: add on not working at US Alaska , how to refund or cancel

dust2dust — Sat, 03 Jun 2023 00:54:26 GMT

Reputation? There's one to be had? After the non-stop stream of debacles over the last year or so? There is some minimal mention in the fine print here and there that talks about the problems. There should be more. But not offering them at all is not the fix. It still works fine elsewhere. Rural would have always been a problem anyway so that's not the focus either.

Re: add on not working at US Alaska , how to refund or cancel

DennyCrane — Sat, 03 Jun 2023 01:29:46 GMT

No way! They provide great value and I'd hate to see them removed. They just need to communicate the issues better. E.g. a warning before purchasing that it won't work in Alaska and that phone calls may not work unless you have VoLTE.

Re: add on not working at US Alaska , how to refund or cancel

happ1234 — Mon, 10 Jul 2023 15:21:46 GMT

After seveal contact , I did get my refund. Any they should improve their addon service.

Thanks guys for help.