topic Re: US Roaming Add on not working in Get Support

US Roaming Add on not working

FloriaB — Thu, 02 Jan 2025 22:31:31 GMT

I purchased the US Roaming add on December 29, 2024 and did not receive service. There are funds in my account and I have tried all the chat options, contacted customer support agent and posted my questions. It has been over 3 days I need an agent to contact me immediately to resolve this issue.

Re: US Roaming Add on not working

hairbag1 — Thu, 02 Jan 2025 19:52:56 GMT

@FloriaB

using the app, log in to your account > Usage Breakdown to see if that add-on is actually there. Let us know what you find.

Re: US Roaming Add on not working

hTideGnow — Thu, 02 Jan 2025 19:57:40 GMT

hi @FloriaB let's try to make it work

make sure you turn on Mobile roaming data, change network mode to 4G or LTE

try to manually change the network connection, try all 3: T-Mobile, AT&T and Verizon

Re: US Roaming Add on not working

FloriaB — Thu, 02 Jan 2025 20:08:12 GMT

I’ve been using the app to log in to my account > Usage Breakdown to see if that add-on is actually there and it’s not there even though it’s been paid.

Re: US Roaming Add on not working

hairbag1 — Thu, 02 Jan 2025 20:10:46 GMT

@FloriaB

ok...one more thing while you're in the app, click Payment > View Payment History...see if the cost of your add-on was actually taken. Let us know please.

Re: US Roaming Add on not working

FloriaB — Thu, 02 Jan 2025 20:11:43 GMT

Everything worked fine in the past. I’ve tried turning on Mobile roaming data, changed network mode to 4G or LTE, tried manually changing the network connection, try all 3: T-Mobile, AT&T and Verizon. Still not working

Still not working

Re: US Roaming Add on not working

FloriaB — Thu, 02 Jan 2025 20:19:33 GMT

I’ve checked and the cost of the add-on was not deducted. Is there anything you can do about this?

Re: US Roaming Add on not working

hairbag1 — Thu, 02 Jan 2025 20:23:27 GMT

@FloriaB wrote:
I’ve checked and the cost of the add-on was not deducted. Is there anything you can do about this?

Look in your Available Funds to see if your $$ are sitting there. If so, now you must go into your account and buy the add-on you want.

Re: US Roaming Add on not working

FloriaB — Thu, 02 Jan 2025 20:27:41 GMT

The funds have been in my account, I made the purchase and received the statement “Payment Successful”

Re: US Roaming Add on not working

hairbag1 — Thu, 02 Jan 2025 20:30:30 GMT

@FloriaB

So log in to your account on the app > Shop Add-ons and select the add-on you want...Purchase Add-on. Reboot phone and you should be good to go.

Re: US Roaming Add on not working

Phil_Adelphus — Thu, 02 Jan 2025 20:38:09 GMT

@FloriaB I'm wondering if there is a glitch in the system, see this thread, the agent escalated it to the technical team:

https://productioncommunity.publicmobile.ca/t5/Get-Support/Add-ons/td-p/1295005

If you're not getting anywhere with the chatbot you can send support a private message using this link, an agent won't contact you by posting in this community. Use this link and watch your inbox (envelope icon top right or tap your avatar for Messages)

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

Re: US Roaming Add on not working

FloriaB — Thu, 02 Jan 2025 20:38:58 GMT

So I logged in to my account on the app > Shopped Add-ons and selected the add-on I wanted, Purchased Add-on. I Rebooted my phone and I am still not good to go.

Re: US Roaming Add on not working

FloriaB — Thu, 02 Jan 2025 20:40:30 GMT

I have done so and still have not received anything in my inbox

Re: US Roaming Add on not working

hairbag1 — Thu, 02 Jan 2025 20:44:45 GMT

@FloriaB

you've done all the proper troubleshooting you can do. The best we can offer now is to use that link supplied by @Phil_Adelphus to message Customer Support to get this figured out AND request full refund plus compensation for your trouble.