topic Re: International call Add-on not working, want refund in Get Support

International call Add-on not working, want refund

kdduna — Fri, 26 Apr 2024 00:53:35 GMT

I'm currently in a foreign country, and since I bought an Add-on I thought I was covered. Unfortunately, no, I don't have any signal on my phone and I couldn't receive text messages or calls at all.

Is there any way to make my add-on work? If not, since I never used it, can I get a refund?

Re: International call Add-on not working, want refund

softech — Fri, 26 Apr 2024 00:57:54 GMT

@kdduna

yes, only some countries are covered in the International LD addon. If you got it but didn't use the minutes, please reach out to support agent and request them to reverse the transaction and leave the funds back in your account for future use.

Please open ticket with PM support:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Log In", finally click "Click here to submit a ticket ↗"
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there

And for your information, these are the only countries covered:

**Intl long distance Add-On included countries: Australia, Austria, Bangladesh, Brazil, Chile, Colombia, Czech Republic, Denmark, France, Germany, Greece, Iceland, Ireland, Israel, Italy, Japan, South Korea, Malaysia, Mexico, Netherlands, New Zealand, Norway, Peru, Poland, Portugal, Puerto Rico, Romania, Singapore, Spain, Sweden, Thailand, Venezuela. Calls must originate from Canada.

Re: International call Add-on not working, want refund

fixin1 — Fri, 26 Apr 2024 01:04:47 GMT

@kdduna - PM only supports Canada and the USA along with US / British Virgin Islands, Puerto Rico, Hawaii, and Alaska.

If you are outside there, you will not get service - even for 2FA codes.

If you accidentally bought the International Calling add-on as if you thought that you can get service there, please contact CS_Agent for getting a credit to your account.

Also use TextNow + a local SIM card or eSIM like Airalo for data.

Contact CS_Agent here:

⬇️ Click the link for an Agent * ⬇️

https://urlshortner.tiia.ai/xYpc_I

If the link above doesn’t work correctly OR you don’t have access to Log In, please go here to create a ticket to CS_Agent: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

* - CS_Agent will typically get back to you within 48 hours. * CS_Agents are at load due to iMessage activation issues so it may take longer than 48 hours. * They work 7 days a week from 9 AM to 10 PM EST. You will be required to login to your Public Mobile Community Account to contact CS_Agent. Once you are finished making the ticket with CS_Agent, please ensure that you monitor for one of the agents responding back to you because they may notify you asking for some information via Private Message, in your community mailbox by clicking this link here: Mailbox

Re: International call Add-on not working, want refund

LitlLdy — Fri, 26 Apr 2024 01:12:01 GMT

@kdduna wrote:
I'm currently in a foreign country, and since I bought an Add-on I thought I was covered. Unfortunately, no, I don't have any signal on my phone and I couldn't receive text messages or calls at all.
Is there any way to make my add-on work? If not, since I never used it, can I get a refund?

@kdduna , the Canadian long distance add-ons are for placing long distance calls from Canada to those countries.

USA is the only country that you can use Public Mobile services outside of Canada & that’s only if you have a Canada/US Plan or US Roaming add-ons. Sorry.

Edit: Please use the link that @softech provided to submit a ticket to CS_Agent and explain the situation to ask for a refund. It was an honest mistake.