topic Re: Us-Canada data plan not working? in Get Support

Us-Canada data plan not working?

Zoebnewell — Mon, 23 Oct 2023 11:08:40 GMT

Feeling super frustrated about the plan I purchased! I thought I purchased a plan with us-Canada data but I still had to pay extra money for the us roaming add on. How do I check if I have the correct plan? How can I switch it without paying g again & How do I use my data in the us without buying another add on that I shouldn’t need?

please help!! Thank you!! 😞

Re: Us-Canada data plan not working?

maximum_gato — Mon, 23 Oct 2023 11:25:50 GMT

@Zoebnewell

Are you currently in the US? You can login and check your "subscription" for the details of its features but they could be more descriptive.

What is your plan amount? When was your renewal? Which US Roaming add on did you purchase and when?

Re: Us-Canada data plan not working?

Phil_Adelphus — Mon, 23 Oct 2023 11:30:55 GMT

Are you able to log-in to your account? If so it should tell you there what plan you are on. If you have a Canada-US plan you should not have needed to get a roaming add on. You need to have roaming turned on in you phone settings, and check that the phone is on AT&T or T-Mobile rather than "automatic" in network selection or its equivalent if not an iPhone. If your phone does not support VoLTE you will need to try and connect to T-Mobile's 2G for voice calls because the US carriers no longer support 3G, but is it just data that is not working, can you call and text ok?

Re: Us-Canada data plan not working?

softech — Mon, 23 Oct 2023 11:41:27 GMT

@Zoebnewell

are you saying you werent able to use the service earlier but after you bought the US roaming option, it started working in US? If the plan details show clearly you have the Canada-US plan, then it could just be some network issue in your area earlier and if is now working again as you are connected to the US network, should have nothing to do with the US roaming add-on you just purchased. Open ticket with Support and they can confirm your plan and can help to reverse your roaming add-on transaction

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: Us-Canada data plan not working?

kennyd69 — Mon, 23 Oct 2023 19:26:47 GMT

I am having the same issue. I purchased teh CAN US WITH DATA plan last week for my trip to Seattle today and no data is available. looking at my profile it confirms the plan I thought i had but no data

Re: Us-Canada data plan not working?

maximum_gato — Mon, 23 Oct 2023 19:38:10 GMT

@kennyd69

What is the plan amount? There was a point about a week ago where the plans and their descriptions were so similar it was very easy to get them confused. I had to go back and forth a few times to discern which was which? When was your renewal? You may be able to get your plan switched to the correct one by asking customer support and either preloading the price difference ($5?) or ensuring your payment card can be charged the difference.

YMMV.....on the plan change but worth a try....

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Leave a detailed message and the urgency of your trip departure. Good Luck!

Re: Us-Canada data plan not working?

dust2dust — Mon, 23 Oct 2023 19:38:20 GMT

@kennyd69- Next time you go, set the networks to 4G LTE if you're currently set to 5G. You should be able to keep providers on automatic. That will give you the best connection chances. If it finds AT&T it will work. If it finds T-Mobile it will work. 5G seems to work on T-Mobile but AT&T seems to prefer 4G. So setting the phone to 4G just lets it work on what provider it finds.

Re: Us-Canada data plan not working?

maximum_gato — Mon, 23 Oct 2023 19:44:15 GMT

@dust2dust

Lol...looks like we're looking at this problem differently?

When I did my research for the US Roaming thread well before 5G and the new US Roaming plans it was noted that T-Mobile was far and away the leader of 5G network roll out. I don't remember the actual stats off hand but there was no comparison.....

Re: Us-Canada data plan not working?

dust2dust — Mon, 23 Oct 2023 19:49:46 GMT

@maximum_gato- I prefer the approach of maximum connectivity. Maybe there are some dark spots for T-Mobile 5G. Maybe AT&T has a better connection in an area but on 4G. So the phone can switch between them if it needs to. Setting the phone to manual T-Mobile and 5G may lose connectivity. I don't like that option.

Re: Us-Canada data plan not working?

maximum_gato — Mon, 23 Oct 2023 20:03:11 GMT

@dust2dust

Oh I absolutely agree. At&t has better 4G LTE network coverage than T-Mobile and vice versa when it comes to the 5G network. Currently the coverage for 5G in the US....

T-Mobile: 53% 5G coverage

AT&T: 29% 5G coverage

Verizon: 12% 5G coverage

But these stats denote user connectivity whereas actual geographic coverage is much lower at:

"T-Mobile’s fast 5G reaches about 12.5% of the country, AT&T’s is at 10.9%, and Verizon’s is at 8.1%."