Could not use the US Roaming Package (20$)

[dravin]

Hi, 

I have purchased a US Roaming Package (20$). While in the US the phone showed me connected to T-Mobile, but I could not send an SMS or originate a call and had no data. I want this transaction to be canceled as I was never able to use it,

TIA

[softech · Accepted solution]

@dravin   did you tried to connect to T-Mobile as well?

Also, you have loaded the fund as well as use the fund to buy roaming add-on?  It's a 2 steps process

But you have never use it and unable to use it , try to open a ticket with PM Support and maybe they will agree to reverse the transaction and put the money back to your account for use in your next renewal. 

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at: 

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply you there

[smp99]

Did you have Roaming turned on?

[BKNS27]

@dravin 

Connecting to T-Mobile or AT&T is done correctly but to purchase any Roaming plan, it is a 2 step process.

1 - Add the amount of the Roaming plan to your account.

2 - Make the purchase of the Roaming plan

then double check to see if the Roaming plan is listed on your My Plan & Add-ons

section.

If both steps were done then contact a CS_Agent to get a refund.

[dust2dust]

Do you still have at least $20 in your balance? If so then you didn't actually complete the purchase. If not then as above.

[MrSpock]

@dravin 

you will need to  open a ticket   to speak to a customer service agent they will help you   Click here or you can send private message to a CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437