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Not connecting to mobile network in the US

Irene5
Good Citizen / Bon Citoyen

I cannot connect to any network in the US, so I can't roam. I've taken the sim card out, reset mobile networks, but nothing works. I'm in contact with some members, but I have had this problem for 5 days now and I'm not getting any answers. 

 

Any solutions?

 

Does anybody have contact info from a tech person I can talk to?

 

Thanks, Irene

58 REPLIES 58

0PX9O4
Deputy Mayor / Adjoint au Maire

Hi @Irene5 

 

Have you tried manually selecting the T-mobile or the AT&T networks?

 

And have you checked to make sure that you do have a roaming add-on currently active in self serve?

Yummy
Mayor / Maire

When you are in US, try to connect to AT&T or T-mobile. One could be better than the other so, if one doesn't work well, try the other one.

hTideGnow
Mayor / Maire

HI @Irene5   Which roaming plan did you got?  Talk, Text , Data or combo?

 

did you enable Roaming Data ?  or Did you manually select  the Network instead of leave it with Automatic?  Try both AT&T and T-Mobile

 

To contact PM Support

 

click on the Bubble on the lower right or directly at : https://publicmobile.ca/chatbot.
Follow these these to get to ticket open page quicker:

  1. type: Contact CS Agent
  2. Click "Contact Us"
  3. Click "Other"
  4. Click "Click here to submit a ticket"
  5. 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 moderators (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Irene5
Good Citizen / Bon Citoyen

I did all of the above. I have been in contact with 4 different agents for the last 5 days. They said they had sent a ticket (twice) to a tech person, but all I hear back is that they're sorry I have this problem. Apparently, nobody can fix this. I need a tech person.

Let me be clear: I cannot connect at all (manually, automatically) to a mobile network. And yes, I have roaming on. I used roaming the 10 days before this happened.

0PX9O4
Deputy Mayor / Adjoint au Maire

@Irene5 

 

PM does not provide any support over the phone or email. And unfortunately its not exactly known for its good customer service either.

 

I really do feel your pain, if you're continuing to have issues despite repeated contact with PM agents, you may wish to buy a roaming SIM for use while you're in the US, or simply buy a prepaid SIM locally within the US.

 

Sorry I don't have a better option for you.


@Irene5 wrote:

I did all of the above. I have been in contact with 4 different agents for the last 5 days. They said they had sent a ticket (twice) to a tech person, but all I hear back is that they're sorry I have this problem. Apparently, nobody can fix this. I need a tech person.

Let me be clear: I cannot connect at all (manually, automatically) to a mobile network. And yes, I have roaming on. I used roaming the 10 days before this happened.


HI @Irene5   Since you have PM Support looking into it already, I think you have to wait for them.

 

Since you used that before and cannot buy another set of 10days, look like it is a problem there.  PM Roaming is a bit trouble when you buy the roaming a 2nd time

 

how long you will still be in US?  It is cheaper to use local data prepaid SIM.  Maybe you should go with that if still have 10+ days in the USA .  Cheaper and more data.  For voice call, you can use VoIP app like TextNow for free calling within US and Canada 

Irene5
Good Citizen / Bon Citoyen

I know I can buy anything here in the US. That is not the point. The problem is, I need my home phone for work and my financials, desperately. Customer service was good for 2 times, but now it's completely gone. Somebody suspended my account (I don't know who and why, since I'm on autopay already for years). Since then it's not functioning anymore. I'm extremely disappointed that tech service is not available. Why was it promised to me for 5 days?  Not a happy camper.

z10user4
Mayor / Maire

 @Irene5 : Can you post screenshots of the left side of your overview page. Also click on Plan Details and post a screenshot of the relevant area of that?

Sometimes autopay fails. If your account is suspended then you can't use anything.

Irene5
Good Citizen / Bon Citoyen

Agents are constantly refreshing my account, renewing my US roaming. That is not at all the problem. My plan seems active and everything looks normal. But it doesn't solve the problem of me not being able to connect to a mobile network here. It keeps saying: your sim card does not allow a connection on this network. Or, unable to connect, try later (and it has done so for the last 5 days). Mind you, I had roaming before here. So, somebody did something to my sim card in PM.