topic Re: US Roaming not working in Get Support

US Roaming not working

amauyeung — Tue, 04 Jan 2022 20:27:47 GMT

Hi, I bought the US roaming bundle. Verified that I purchased it. It shows up when I log into My Account. My phone settings have also been turned on to data roaming. I purchased the bundle for a 2 day US travel. I'm passing through NY, CT and MA and have had to chase WiFi, been unable to text and make calls. I'll be returning to Toronto tomorrow and would like a full refund. This has been a great disappointment. Please advise.

Re: US Roaming not working

Anonymous — Sun, 04 Feb 2018 22:46:30 GMT

@amauyeung; Sorry to hear of your roaming troubles. The only way to ask for a refund (I don't know if it would be given) is to send a private message to the moderators team.

Click here to send them a private message. Be sure to include your account number/phone number and account PIN.
You can find information regarding the moderators team by following this link.

Re: US Roaming not working

ShawnC13 — Sun, 04 Feb 2018 22:47:07 GMT

@amauyeung, have you gone into your network settings and manually selected network. You may need to select AT&T or T~Mobile

Re: US Roaming not working

amauyeung — Mon, 05 Feb 2018 05:48:55 GMT

Thank you. This worked!

Re: US Roaming not working

srlawren — Mon, 05 Feb 2018 17:23:31 GMT

@CS_Agent is there any way to have this information (that manual network selection may be required) sent out automatically to customers when they purchase a US-roaming add on? (Either via email or text.)

For many of us, service "just works" on automatic, and neither myself nor my PM-customer travel companion have ever had an issue in well over a half-dozen uses, but for some it seems to be required to get service. I think it would help reduce frustration and disappointment if this tip was shared up-front. I hope you will seriously consider this.

Re: US Roaming not working

amauyeung — Tue, 06 Feb 2018 02:59:04 GMT

wrote:
@CS_Agent is there any way to have this information (that manual network selection may be required) sent out automatically to customers when they purchase a US-roaming add on? (Either via email or text.)

For many of us, service "just works" on automatic, and neither myself nor my PM-customer travel companion have ever had an issue in well over a half-dozen uses, but for some it seems to be required to get service. I think it would help reduce frustration and disappointment if this tip was shared up-front. I hope you will seriously consider this.

I agree completely. Even having this placed as a note at the time of purchase so people have a few ideas on how to trouble shoot would have saved me a lot of hassle on this trip. I bought the bundle for a 2 day trip and was only able to use it for 1 days and 4 hours. What options are there for a partial refund?

Re: US Roaming not working

srlawren — Tue, 06 Feb 2018 03:01:45 GMT

@amauyeung I'm not sure that you would get any, since the service did work when you made the required configuration change on your phone. But if you wanted to ask about it, you could send an enquiry to the moderator team. Please see below for more info on how to do that:

How can you get help with your account, activation, or service?

Please contact the Community Moderator Team to get gelp with you account.
They are Public Mobile support employees who can help with your issue (More details).
Click here to send them a private message.

In your message please include:

PM Phone Number, 4 digit PIN, Account email address, Detailed explanation of your issue

Don't know your pin?--provide any 3 of the following:

Complete mailing address, Email address, Alternate phone number, Date of birth, Last top up date & amount

How long until they reply?:

Office Hours: Mon-Thursday 9am to 9pm, and Friday, Saturday, and Sunday from 9am to 7:00pm [Toronto Time].
Messages are replied to during business hours and in the order they are received
Typical response time is between 1-3 hours, depending on message queue, but can be up to 48 hours.
There is no need to send multiple messages.

Additional Useful Information:

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Re: US Roaming not working

amauyeung — Wed, 07 Feb 2018 19:22:08 GMT

Thanks for the information. I have PM the Moderator. Many thanks.

Re: US Roaming not working

Samsialk — Sat, 18 Aug 2018 18:33:32 GMT

I have sent a message to moderator team yesterday, already in USA since Wednesday and havn't been able to use my roaming

This is very inconvinient

Re: US Roaming not working

Anonymous — Sat, 18 Aug 2018 18:37:40 GMT

@Samsialk, is your phone able to see the local networks (AT&T)? Do you have roaming data activated on your phone? Hopefully the moderators will get back to you soon.

Re: US Roaming not working

Samsialk — Sat, 18 Aug 2018 19:46:41 GMT

Yes I see At&T

Roaming is also on

I purchased the 10 days talk only $8 tho

Re: US Roaming not working

Samsialk — Sat, 18 Aug 2018 19:57:15 GMT

I see Tmobile only , no At&T

Re: US Roaming not working

TMS — Sat, 18 Aug 2018 20:00:30 GMT

select TMOBILE 🙂

@Samsialk wrote:
I see Tmobile only , no At&T

Re: US Roaming not working

Samsialk — Sat, 18 Aug 2018 20:06:47 GMT

it is selected , I mean it shows on the top right corner automatically