Beware purchasing add-ons from public mobile

[Christopherg99]

Purchased the US data add-on from public mobile and it did not work.

They claim it takes 30 days to get a refund.. which the best they can do. lol

DO NOT BUY add-on's from this rip off company.

[computergeek541]

@Christopherg99 

The CRTC doesn't take this type of complaint. It's the CCTS that does. As for BBB, they have zero authority to do anything and any company can simply ignore them (although that wouldn't look good).

[Christopherg99]

So now I am being told that there is no refunds for a service that did not work.

I am filing a complaint with the CRTC and Better Business Bureau

[Christopherg99]

It went from 30 days for a refund to no refund.

I regret ever signing up with this company.

[Christopherg99]

Yes.. if only I could have reached that link when I needed it!

My bad for not memorizing it I guess...

thanks!

[softech]

@Christopherg99 Usually the phone's automatic settings would choose the 2 roaming partners for you

Also, PM had clear instructions posted online and Community help to help you to get it working 

https://www.publicmobile.ca/en/on/get-help/articles/roaming-add-ons

[Phil_Adelphus]

@Christopherg99   Most phones find the specific US carriers automatically but when they don't then you need to try and do it manually.  The PM US roaming troubleshooting page does mention the carriers that need to be used but perhaps it should be nearer the top of the page rather than embedded further down.

PM US Roaming Troubleshooting

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

[Christopherg99]

No credits are necessary since I am not staying with this cheap carrier

[Christopherg99]

Data roaming was turned on.

When purchasing the add on there were no indication that a specific carrier was required..

and as for a future bill.. not going to happen.

I won't give this company another cent

[Phil_Adelphus]

Good points @DennyCrane , I was forgetting it was a data roaming only add-on so VoLTE shouldn't have been the problem.  In a previous thread @Christopherg99  did say data roaming was turned on.  I'm guessing it was the 5G At&T problem or else the phone was not connecting to either US roaming partner.  I wonder if OP tried to manually connect to them instead of leaving the phone on automatic. 

[DennyCrane]

More than likely you had some combination of the following issues:

-you didn't enable data roaming on your device

-you didn't connect to either T-Mobile or AT&T

-you were connected to AT&T 5G, which doesn't work

And if everything worked except phone calls, you probably don't have a VoLTE device

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

Generally any refund PM agrees to would be as a credit on your account, which would be our rewards a future bill.

[BKNS27]

@Christopherg99 

It normally takes 30 days to process the refund. It is better to ask the Agent to put it into your account as credit so it will apply to your next month’s bill.

[Phil_Adelphus]

@Christopherg99   US roaming can be problematic regardless of carrier if your phone is not VoLTE capable/enabled because the US has shut down its 3G network.  This means if you can't get Voice over LTE then your only option is to try and connect to T Mobile's 2G network where it is available.  So, many people can use the US roaming with no issues while others can have problems.  Canada still has 3G for now so a phone may work fine here but have problems in the US

[Handy1]

@Christopherg99  So at least the giving your a refund , might have been quicker had you asked for a credit on your account to put towards your next bill . Be sooner then a month to wait for refund