topic From Canada and in US in Get Support

From Canada and in US

Ralph_71 — Mon, 30 Sep 2024 03:14:17 GMT

Hi,

I’m from Dieppe, NB, Canada. Right now, I’m in Washinghton DC. I’ve bought bia my rewards (25pts) US Roaming bundle 3G text and voice. Why can’t I use it??? Frustrating!!

Let me know asap

tks,

Rheal

Re: From Canada and in US

computergeek541 — Mon, 30 Sep 2024 03:24:50 GMT

@Ralph_71 wrote:
I’m from Dieppe, NB, Canada. Right now, I’m in Washinghton DC. I’ve bought bia my rewards (25pts) US Roaming bundle 3G text and voice. Why can’t I use it??? Frustrating!!

Are none of voice, text, and data working? Try manually selecting either the A&T or T-Mobile networks to see if that helps.

Re: From Canada and in US

Dunkman — Mon, 30 Sep 2024 03:35:25 GMT

@Ralph_71

Here is some more troubleshooting advice:

https://www.publicmobile.ca/en/ab/get-help/articles/us-roaming-troubleshooting

Re: From Canada and in US

RavingRaven — Mon, 30 Sep 2024 08:22:19 GMT

@Ralph_71

When did you redeem points for the US Roaming add on? The 15 day "clock" starts as soon as the add on appears in your account which is usually right away. Do you still see the Roaming add on in your account?

Re: From Canada and in US

Phil_Adelphus — Mon, 30 Sep 2024 11:43:15 GMT

@Ralph_71 Make sure data roaming is turned on and that you are set to 4G/LTE and not 5G. What phone do you have?

Re: From Canada and in US

Ralph_71 — Mon, 30 Sep 2024 12:38:09 GMT

I have a iPhone XR.
I have change my subscription from 3G to 4G last month.

I’m seeing option 3G/lTE. So, what I’m seeing is that my phone is locked in 3G mode? I do understand that US is not supporting 3G no more. So now, my question is: why is my phone still locked in 3G?? Do I need a new Sim card?

Re: From Canada and in US

Phil_Adelphus — Mon, 30 Sep 2024 12:50:12 GMT

@Ralph_71 No you don't need a new sim card. Go to Settings - Cellular - Cellular Data Options and turn Data Roaming on and make sure Voice and Data is on LTE and not 3G.

Re: From Canada and in US

Ralph_71 — Mon, 30 Sep 2024 13:05:36 GMT

Is has always been in LTE and Data Roaming is on. Still nothing ?

Is my phone the problem?

Re: From Canada and in US

Phil_Adelphus — Mon, 30 Sep 2024 16:29:52 GMT

@Ralph_71 Have you logged in to your account to make sure the add-on is there?

Re: From Canada and in US

Ralph_71 — Mon, 30 Sep 2024 18:58:59 GMT

Hi,

I’ce checked several times in my Public Mobile, it’s still saying pending.

Re: From Canada and in US

Phil_Adelphus — Mon, 30 Sep 2024 19:48:40 GMT

@Ralph_71 If it's still pending then I would assume that's why it isn't working. Did you definitely have 25 points in My Rewards? If so you probably should contact customer service to find out what the problem is. Open a ticket at the chat icon bottom right of this page or, if that doesn't work, send support a private message using this link

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

Re: From Canada and in US

Ralph_71 — Mon, 30 Sep 2024 21:28:58 GMT

I have made a ticket. Tks for your guidance. Hope they will respond!??

Re: From Canada and in US

hTideGnow — Mon, 30 Sep 2024 21:32:29 GMT

hi @Ralph_71 they usually reply within 2 to 4 hours

keep checking your inbox here for agent's reply

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

Re: From Canada and in US

Ralph_71 — Tue, 01 Oct 2024 13:34:15 GMT

Geezz! I can’t find Private Message????? And I see I’m the only one searching for it. This needs to be addressed! Can you give me the steps where to find it? Or can you give me a direct link?

Re: From Canada and in US

softech — Tue, 01 Oct 2024 13:36:01 GMT

@Ralph_71

this is the link to private messgae:

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