topic Data problems in Get Support

Data problems

JerLesage — Sat, 14 Mar 2026 15:14:17 GMT

Hi there. I’m in the USA on vacation and used all my data so I added more but it will not work.

Re: Data problems

JerLesage — Sat, 14 Mar 2026 15:15:34 GMT

Re: Data problems

hTideGnow — Sat, 14 Mar 2026 15:16:12 GMT

HI @JerLesage

did you buy the US roaming data ? or just the Canadian data? you might have bought the wrong one

Re: Data problems

JerLesage — Sat, 14 Mar 2026 15:19:04 GMT

This is a screenshot of Speedtest app

Re: Data problems

hTideGnow — Sat, 14 Mar 2026 15:22:06 GMT

hi @JerLesage

from the screenshot, you bought the wrong data addon, that is for Canada

you need to buy the US roaming addon if you are in US

please ask PM agent to help to reverse the wrong purchase so you can buy the correct one

submit a ticket with CS Agent using Chatbot here:
  https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
   (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")
If any issue with ticket submission, you can submit ticket by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Data problems

hairbag1 — Sat, 14 Mar 2026 15:50:07 GMT

@JerLesage

if you need data now, I'd suggest you buy the correct US data add-on, then later on, get Customer Support to credit your account for the rong data you bought.

Re: Data problems

JerLesage — Sat, 14 Mar 2026 16:04:26 GMT

I used my reward points and it didn’t say it’s for any specific country

Re: Data problems

computergeek541 — Sat, 14 Mar 2026 16:09:44 GMT

Re: Data problems

hTideGnow — Sat, 14 Mar 2026 16:10:00 GMT

hi @JerLesage

you can ask PM agent to reverse the rewards redemption

if you want US roaming, you should choose Category: US Roaming and choose one of those

Re: Data problems

JerLesage — Sat, 14 Mar 2026 16:13:09 GMT

My plan has unlimited calling to Canada and USA I only need data. Idk y I can’t just use my reward points. I did it a few years ago and it worked great.

Re: Data problems

slusagm — Sat, 14 Mar 2026 16:14:32 GMT

@JerLesage

yes, that data is for Canada only

and are you coming back Canada before the end of your PM plan cycle? reason i ask is that you can buy US data to use when you are in US. But when you are back in Canada, you will be out of data, too. That US data won't work when you are back

So, for your situation, it might better to ask PM to help you to renew your current Canada-US plan early so you will have data when you are back in Canada

Re: Data problems

hairbag1 — Sat, 14 Mar 2026 16:15:04 GMT

@JerLesage wrote:

I used my reward points and it didn’t say it’s for any specific country

as suggested, you bought the incorrect data...that add-on is for use whilst in Canada. Using the app, log in to your account, click on the Subscription tab (at the bottom of page)...then find Shop Add-ons...the first to show will be titled US Roaming.....then make your selection. (The first selection has no data included so look to the second and third options)

Re: Data problems

hTideGnow — Sat, 14 Mar 2026 16:17:34 GMT

hi @JerLesage

there is no US roaming data only to redeem. But@slusagm had made a great point, you will need to use 2 different type of data addon if you are back to Canada soon. So, I also think you should ask PM agent to help you to renew your plan early now instead of buy/redeeming data addon.

Re: Data problems

JerLesage — Sat, 14 Mar 2026 16:39:12 GMT

I just changed my subscription to 159gb so all is good. 👍

Re: Data problems

slusagm — Sat, 14 Mar 2026 16:40:16 GMT

Remember to ask PM to help to reverse your point redemption. 🙂