From Canada and in US

[Ralph_71]

Hi,

I’m from Dieppe, NB, Canada. Right now, I’m in Washinghton DC. I’ve bought bia my rewards (25pts) US Roaming bundle 3G text and voice. Why can’t I use it???  Frustrating!!

Let me know asap

tks,

Rheal

[softech]

@Ralph_71 

this is the link to private messgae:

       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there           

[Ralph_71]

Geezz!  I can’t find Private Message?????  And I see I’m the only one searching for it. This needs to be addressed!  Can you give me the steps where to find it?  Or can you give me a direct link?

[hTideGnow]

hi @Ralph_71 they usually reply within 2 to 4 hours 

keep checking your inbox here for agent's reply 

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[Ralph_71]

I have made a ticket. Tks for your guidance. Hope they will respond!??

[Phil_Adelphus]

@Ralph_71   If it's still pending then I would assume that's why it isn't working.  Did you definitely have 25 points in My Rewards?   If so you probably should contact customer service to find out what the problem is.  Open a ticket at the chat icon bottom right of this page or, if that doesn't work, send support a private message using this link

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

[Ralph_71]

Hi,

I’ce checked several times in my Public Mobile, it’s still saying pending. 

[Phil_Adelphus]

@Ralph_71   Have you logged in to your account to make sure the add-on is there?

[Ralph_71]

Is has always been in LTE and Data Roaming is on. Still nothing ?

Is my phone the problem?

[Phil_Adelphus]

@Ralph_71   No you don't need a new sim card.  Go to Settings - Cellular - Cellular Data Options and turn Data Roaming on and make sure Voice and Data is on LTE and not 3G.

[Ralph_71]

I have a iPhone XR. 
I have change my subscription from 3G to 4G last month. 

I’m seeing option 3G/lTE. So, what I’m seeing is that my phone is locked in 3G mode?  I do understand that US is not supporting 3G no more.  So now, my question is: why is my phone still locked in 3G??  Do I need a new Sim card?

[Phil_Adelphus]

@Ralph_71   Make sure data roaming is turned on and that you are set to 4G/LTE and not 5G.  What phone do you have?

[RavingRaven]

@Ralph_71 

When did you redeem points for the US Roaming add on? The 15 day "clock" starts as soon as the add on appears in your account which is usually right away. Do you still see the Roaming add on in your account?

[Dunkman]

@Ralph_71 

Here is some more troubleshooting advice:

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

[computergeek541]

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@Ralph_71 wrote:

I’m from Dieppe, NB, Canada. Right now, I’m in Washinghton DC. I’ve bought bia my rewards (25pts) US Roaming bundle 3G text and voice. Why can’t I use it???  Frustrating!!

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Are none of voice, text, and data working?  Try manually selecting either the A&T or T-Mobile networks to see if that helps.