No roaming service

[chil]

Hello,

I paid for my roaming on the day leaving canada on Jun 19  for 7 days and got no service at all while in Alaska.  Tried to buy again and still got nothing despite did everything by reboot my cellphone, turned off wifi and turned on and off roaming.  Now I’m back in Canada and would like to get my money back please.

NOTE:  I bought US roaming few times in the past and it always worked great except this time.

[chil]

I was not in those cities as you mentioned in the post.

Thank you for your solution.  I will contact customer service for the refund.

[hTideGnow · Accepted solution]

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@chil wrote:

none of the cellphone service names showed up for me to select.

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HI @chil   Yes,  other members talked about the same thing just in the last 2 weeks

Alaska is certainly on AT&T and T-Mobile coverage map.    It might not even be a PM problem as seems like there is no AT&T and T-Mobile signal in many of the big cities in Alaska, even there supposed to be signal.  

These are the cities reported not working just 2 weeks ago :

Fairbanks, Anchorage, North Pole

and the member reported that this is working: Ketchikan AK

Open a ticket with PM CS agent and let them know your experience and as for a refund:

at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

start by typing : Contact CS Agent
then Click "Contact Us"
then Click "Other"
finally Click "Click here to submit a ticket"
you will then direct to another page to open ticket.

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

If you have problems submitting a ticket, you can also send a private message to the CS Agent (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[chil]

none of the cellphone service names showed up for me to select.

[softech]

@chil   Yes, seems like Alaska coverage is really weak.  Couple posts already mentioned they cannot get proper connection there.  Did you try to connect to both AT&T and T-Mobile? none of them work?

Yes, you have the right to ask PM to reverse the transaction since you cannot use the service.  Just open a ticket with them: 

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

[MrSpock]

@chil hi for a refund 

 you can open a ticket, to speak to a customer service agent    Click here or if you are having issues with Simon you can send private message to a CS Agent here:  https://bit.ly/2GGCJzH