topic Re: Us roaming add-on not working in Get Support

Us roaming add-on not working

Itsnotworking — Sat, 26 Oct 2024 17:20:06 GMT

On a Samsung galaxy s10 roaming in Las Vegas

I picked up the add-on using the website on my desktop at home ~36 hours ago. Now I'm in Las Vegas and I connect to a network automatically and can receive texts but not send, or get data (I get an automated text saying my plan doesn't cover roaming when I try to send a text)

Things I've already done:

turned on data roaming in android settings
ensured that the points are missing from my total points in the public mobile app since add-on purchase
ensured the points debit was visible under payment history in the public mobile app (but don't think I see reference to the add-on anywhere else in the public mobile app, like under subscription or usage breakdown)
restarted my phone many times
tried "reporting phone as lost, waiting 10 minutes, and then resuming service" as recommended by another community member (then also restarted for good measure)
Randomly connecting to different network providers to see if there was a difference (I set it back to automatic after confirming it didn't work)
Read the whole roaming troubleshooting page

None of the above have affected my service (or lack of). My phone still connects to the network provider here, and refuses to do anything but receive texts. The roaming troubleshooting page recommended I start a conversation with chat to create a support ticket, but using chat in the public mobile app just ended in the automated chat sending me some links to the roaming troubleshooting page and telling me to ask for help here... Please help!

Re: Us roaming add-on not working

hTideGnow — Sat, 26 Oct 2024 17:25:01 GMT

hi @Itsnotworking

which network your phone was connected to?

Change network connection to manual and try connect all 3 of the networks and see which one works: T-Mobile , AT&T or Verizon

and not sure f your phone has 5G, f it has , don't use it. Set the network mode to 4G or LTE

Re: Us roaming add-on not working

Itsnotworking — Sat, 26 Oct 2024 17:30:39 GMT

Thanks @hTideGnow

Connected to AT&T, phone shows LTE symbol, and is older than 5G so it doesn't support it.

I did try connecting to every provider already and no luck with any.

Re: Us roaming add-on not working

hTideGnow — Sat, 26 Oct 2024 17:32:27 GMT

hi @Itsnotworking

if so, you have to keep trying the 3 networks. T-Mobile usually is more reliable

you might want to try again in different locations

Re: Us roaming add-on not working

Itsnotworking — Sat, 26 Oct 2024 18:05:22 GMT

@hTideGnow there isn't a place in the app where the add-on is clearly missing, I clicked around everywhere and the only place I saw a specific reference to the add-on was under transactions (where it showed the points debit). It wasn't under my subscription information

So far I've been trying in the airport last night and in my hotel today, so I'm getting the sense at this point that something is wrong on a technical service front. Is there some hidden way to get a ticket created for support? Otherwise I get the sense I just wasted my points and need to get a local sim card

Re: Us roaming add-on not working

hTideGnow — Sat, 26 Oct 2024 18:10:06 GMT

hi @Itsnotworking @

@it should show on the Subscription & add-on page on My Account , or on the App, Subscription page and click Usage breakdown

if you cant find it, I am a bit concern, but when you buy that? what exact roaming add-on you got?

Re: Us roaming add-on not working

Itsnotworking — Sat, 26 Oct 2024 18:18:19 GMT

Got the "Unlimited U.S. Talk, Text and 3GB Data Bundle (15 days)" about a day and a half ago. The message when I completed the point redemption said it would take up to 24 hours. I just noticed my redemption history lists the redemption as "pending" despite how long ago it was and despite my points being gone... I guess I'm supposed to just blindly wait and hope it completes before my trip ends and I go back in a couple days.

Re: Us roaming add-on not working

Itsnotworking — Sat, 26 Oct 2024 18:55:58 GMT

Just to aske explicitly again, is there any way to actually open a ticket with public mobile support?

Re: Us roaming add-on not working

Phil_Adelphus — Sat, 26 Oct 2024 19:44:47 GMT

@Itsnotworking You can contact customer service by private message as long as you are logged in to this community. Use this link to explain and submit your problem:

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

Your phone is not on the VoLTE approved list so although texting and data should work, you likely won't be able to make or receive voice calls.

Re: Us roaming add-on not working

hTideGnow — Sat, 26 Oct 2024 19:48:18 GMT

hi @Itsnotworking if you got it only for a day or two , it should work without problem

Ask PM to check, submit by direct message:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Us roaming add-on not working

Itsnotworking — Sun, 27 Oct 2024 00:26:10 GMT

It turns out my cellular plan was an older one for 3g service in Canada, which additionally limits the roaming technology that the add-on will attempt to use, but the US is discontinuing 3g service everywhere. Public mobile did warn about 3g being discontinued in the US on the website, but there wasn't enough information to understand how to identify an issue or what to do about it (especially because my phone was connecting to a cellular network just fine). I messaged customer service who ultimately fixed the issue by changing my service plan to one that included US roaming, which was only a viable option because my old 3g plan happened to be the same price as the upgraded one that includes roaming.

If you need to message them you'll want to make sure you have your public mobile pin handy, because they ask for it for verification purposes.