topic Re: Subscription change in Get Support

Subscription change

Archie--ki — Thu, 10 Apr 2025 13:22:58 GMT

I have recently changed my subscription to Mex-USA-Canada. I went to Mexico last week, and I did not have coverage. Whenever changed my subscription I did not get any credit for my time left from previous cycle, and now I regret having changed my subscription. Any suggestions? Thanks

Re: Subscription change

Phil_Adelphus — Thu, 10 Apr 2025 13:27:02 GMT

@Archie--ki There is no credit if you switch plans mid-cycle, that's why most often people chose the other option, "change on renewal:". But if you needed it right away then that's what happens, no pro-rated refund. Did anything work in Mexico? Did you have data roaming turned on? What carriers were given as options?

Are you sure the plan actually changed?

Re: Subscription change

Archie--ki — Thu, 10 Apr 2025 13:31:32 GMT

It was showing from time to time AT&T, however, it did not work, as expected. I could not make calls at all, and I feel that I was fooled into subscribing to this. I don't understand, why should I not be given a credit, and after all this hassle I did not receive a service in Mexico, as expected. This is one of the little things, that makes me think to leave Public Mobile, even though I have been a long time subscriber.

Re: Subscription change

Dunkman — Thu, 10 Apr 2025 13:37:10 GMT

@Archie--ki wrote:
It was showing from time to time AT&T, however, it did not work, as expected. I could not make calls at all, and I feel that I was fooled into subscribing to this. I don't understand, why should I not be given a credit, and after all this hassle I did not receive a service in Mexico, as expected. This is one of the little things, that makes me think to leave Public Mobile, even though I have been a long time subscriber.

@Archie--ki

For most customers going to Mexico with this plan, it has mostly worked. Harder to troubleshoot now that you are back in Canada.

Was texting working? What about data? Which model phone?

Re: Subscription change

Archie--ki — Thu, 10 Apr 2025 13:41:27 GMT

I was in Cancun. The texting did not work, and data as well. The model is Oukitel, it works fine. Brand new model, now I am back to Canada, and it is ok. I just feel fooled to change subscription, loose money on it, and not receiving the service. Cancun is a major tourist destination. Roaming should have been working 100 %, but it did not.

Re: Subscription change

Archie--ki — Thu, 10 Apr 2025 13:42:26 GMT

Re: Subscription change

Dunkman — Thu, 10 Apr 2025 13:49:21 GMT

@Archie--ki wrote:
I was in Cancun. The texting did not work, and data as well. The model is Oukitel, it works fine. Brand new model, now I am back to Canada, and it is ok. I just feel fooled to change subscription, loose money on it, and not receiving the service. Cancun is a major tourist destination. Roaming should have been working 100 %, but it did not.

@Archie--ki

It should be working fine in Cancun.

Silly question, but did you turn on roaming services on your phone?

I would have suggested to manually select a different carrier (besides the AT&T that you were intermittently connected to) that were available in your area. Network reset of your phone. Your phone does not have VoLTE capability with the PM network, so depending on the partner Mexico network, you may have talk issues. But text and data should be working still if connected.

https://www.publicmobile.ca/en/get-help/articles/volte

Re: Subscription change

Archie--ki — Thu, 10 Apr 2025 13:55:00 GMT

only AT&T was showing as a carrier, but it did not work even during this time. I was able to place one call only, that means it did work at one point. What I am saying it is useless option for the money I paid, and the credit I lost - for a week.

Re: Subscription change

Dunkman — Thu, 10 Apr 2025 14:01:57 GMT

@Archie--ki wrote:
only AT&T was showing as a carrier, but it did not work even during this time. I was able to place one call only, that means it did work at one point. What I am saying it is useless option for the money I paid, and the credit I lost - for a week.

@Archie--ki

If you were not happy about the service, you could contact customer service agent. See what CSA can do for you. Sometimes they can "compensate" for your poor experience, but no guarantees.

Send a ticket via the chatbot to customer service agent (CSA) via link:

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Re: Subscription change

Phil_Adelphus — Thu, 10 Apr 2025 14:55:19 GMT

@Archie--ki only AT&T was showing as a carrier, but it did not work even during this time

AT&T doesn't have any Oukitel phones on its compatibility list here

https://www.att.com/scmsassets/support/wireless/devices-working-on-att-network.pdf

Is it this model?

https://www.oukitelmobile.com/2020/11/20/oukitel-wp5-adds-american-version/

Re: Subscription change

hTideGnow — Thu, 10 Apr 2025 14:58:27 GMT

hi @Archie--ki

try changing the network mode to 3G and 4G and see if it helps

and i know you only see AT&T now, but after you changed network mode, you might see Telcel or other. And try different location. Maybe you will see more carrier in a different area