topic Re: US Roaming not working in Get Support

US Roaming not working

MarkLambo — Tue, 17 Oct 2023 03:08:42 GMT

I am in the US and have purchased us roaming data, talk, and text.

Data and text are working, but calling is not.

I have not been able to request support through the ticket system (it isn't working). I was told by the chat bot to post this comment and an agent would help...

I hope this works...

Re: US Roaming not working

hTideGnow — Tue, 17 Oct 2023 03:11:23 GMT

HI @MarkLambo

call could be an issue. What phone you have ? make sure you have VoLTE enabled

Tried connect T-Mobile and AT&T , try both and see which one works with voice

If none, try T-Mobile again but also change the network mode to 2G and voice might work. But once voice is done , change it back to 4G as you don't want your data on the slow 2G

And if data works no problem and voice still not working, try download TextNow and make calls on the app

Re: US Roaming not working

HALIMACS — Tue, 17 Oct 2023 09:56:25 GMT

@MarkLambo

If none of these suggested options to access calling work as outlined above, you can request a refund from customer support agents as the add-on would not have met your service expectations.

Public mobile is familiar with this issue and have offered many others refunds for non-functional services associated with this add on.

To contact a Customer Support Agent, send a private message to 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, or tap your Avatar down in Messages.

Re: US Roaming not working

MarkLambo — Thu, 26 Oct 2023 20:12:26 GMT

Thanks for the ideas. I tried all available networks and none of them worked for talk in Oregon or Washington State. I have a Samsung S10+.

Re: US Roaming not working

MarkLambo — Thu, 26 Oct 2023 20:14:04 GMT

Thanks for letting me know about the various networks. After you sent your solution, I gave all available networks a try. A couple worked for Data, but none worked for Voice.

I didn't try the TextNow app as I didn't want to create a new account for a short business trip.

Re: US Roaming not working

MarkLambo — Thu, 26 Oct 2023 20:17:40 GMT

Thanks for the advice and the direct link. I just placed a request for a refund.

Re: US Roaming not working

HALIMACS — Thu, 26 Oct 2023 20:29:06 GMT

@MarkLambo

Would you kindly update this thread to let us know if they were willing to provide one?

Just curious if their flexibility remains for customers experiencing issues in this regard.

Thank you 🙂

Re: US Roaming not working

MarkLambo — Thu, 26 Oct 2023 21:07:41 GMT

Yes, they just agreed to refund $20, which is 2/3rds of the cost. I did use a lot of DATA, so this refund seems fair to me.

Re: US Roaming not working

HALIMACS — Thu, 26 Oct 2023 21:18:12 GMT

Great to hear the customer support agents still exhibit flexibility in regard to the add-on, which can be problematic for some depending on device capabilities.

Thanks for sharing.