topic Re: @CS_Agent in our Community in Get Support

@CS_Agent in our Community

chucklesiam — Thu, 24 Aug 2023 17:31:45 GMT

Recently purchased US roaming add-on while in Alaska. Never able to connect. What do I do now.

Re: @CS_Agent in our Community

HALIMACS — Thu, 24 Aug 2023 17:34:03 GMT

US roaming does not work in Alaska. You can ask the customer support agents to refund you the add-on cost.

To contact a Customer Support Agent, there are 2 methods: use option 2 listed below, as there is an issue with option one:

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: @CS_Agent in our Community

hTideGnow — Thu, 24 Aug 2023 17:33:57 GMT

HI @chucklesiam

i think you are back already? look like it is now working with AT&T in some Alaska cities

But if you are back already, it is too late, just submit a ticket with CS agent and they might refund you the money for the addon

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

Re: @CS_Agent in our Community

Handy1 — Thu, 24 Aug 2023 17:34:06 GMT

@chucklesiam Sorry PM won’t work in Alaska . Please submit ticket with support for a credit . Response times are slow right now too unfortunately

private message To CS_Agents click

VVVVV Link below VVVVV

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

Re: @CS_Agent in our Community

dust2dust — Thu, 24 Aug 2023 17:41:08 GMT

Are you back in Canada now? If not then connect to AT&T and set the phone to 4G LTE and see if it works. You could also simply be out of the AT&T coverage area. If your phone is not enable for volte then text and data should still work. But you won't have talk.
It would be nice if regulars read things to know that AT&T seems to be back. Which means it should work in Alaska.

Re: @CS_Agent in our Community

HALIMACS — Thu, 24 Aug 2023 17:44:20 GMT

Gee thanks @dust2dust

Sounded to me like the OP was back so it might have been a moot point for them.

So the ATT agreement now allows coverage while in Alaska? I thought, perhaps it was only for VoLTE-enabled devices.

Re: @CS_Agent in our Community

dust2dust — Thu, 24 Aug 2023 17:47:19 GMT

@HALIMACS- Yeah the wording makes that a little uncertain as to whether they're back.
It's not just about Alaska. It's that AT&T seems to be back for us. I'm not yet sure that it needs a volte enabled phone though. I would think it would just not allow talk but that text and data would work. But I'm not sure.

Re: @CS_Agent in our Community

HALIMACS — Thu, 24 Aug 2023 17:51:51 GMT

Good that coverage in Alaska seems to be improving @dust2dust

I’ll have to try to squeeze in some more reading through my 50 hour work weeks.

👌

Re: @CS_Agent in our Community

Priority — Thu, 24 Aug 2023 19:19:13 GMT

I have a friend who's on the $50 • 40GB Canada-US Plan, and because up until recently the Plan Details weren't showing under 'Subscription & Add-ons', so he purchased a USA Talk + Text Add-on to be safe when traveling into the USA.

I told him it wasn't needed since he had a USA Plan but it was already to late, I helped him Contact a Customer Support Agent who was able to refund him the $15 he paid for the Add-on since his Plan already included it.. but since Public Mobile wasn't clear he wasn't sure, since it was Publics fault for not properly displaying the included features of his Plan, they refunded him in Account Credit.