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Referral Credit Not Working & Travel Data Not Working

Mackernzie
Great Neighbour / Super Voisin

Hello!
I switched to PM a couple of weeks ago, from a referral but the credit has not applied to neither of our accounts, would anyone have any idea why that is? 
Also, I traveled to the US a week after transferring and the data did not work, it was brought to my attention that I might have had to turn on roaming which I did not want to do from fear of getting a large upcharge. Does anyone know if that is why the data did not work, or if it may be a larger issue. 

I have tried countless times to get help from the customer agents but have had no progress, so any advice or tips would be greatly appreciated. 

Thanks in advance!

6 REPLIES 6

@Mackernzie correct, you need to have Data roaming turned on and you may as well keep it on for good. You will never be charged extra so even if you happen to travel to a different country, it simply will not work in other countries as you did not pay for it upfront and Public Mobile only offers roaming in the US and now in Mexico. If you go to Mexico and you do not have the Canada-US-Mexico plan you still will not get charged for roaming but it also will not work 🙂

For the referral code, I messaged support on behalf of my dad and they said that there was something wrong on there end and that they added it in and we should see it within 72hrs. Four days later it was still not there so I opened another ticket to explain that I had already messaged and that it was still not there. The new agent apologized and said that they were manually entering it in, after calling my dad back he said it was now there. And just to confirm, when you are checking for your $10 credit it will be found under the Payment section under Available Funds, it will not show up under the Rewards tab.

If you need to open another ticket, I used the link below to create it. On average it takes around an hour to hear back from them but it depends on how busy they are. Also, their business hours are 9 a.m. to 10 p.m. eastern time so if you opened a ticket outside of these hours or very close to the end of the day then that could be why the delay in getting a response

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)


@Mackernzie wrote:

Thank you! I was just under the impression (from the automatic bot thing) that no extra work would be needed. 


Enable Roaming and you should be good to go. If you reach your plan data limit, it'll just stop working until regular plan renewal OR you buy a 15 Day US roaming data add-on.

Mackernzie
Great Neighbour / Super Voisin

Thank you! I was just under the impression (from the automatic bot thing) that no extra work would be needed. 

Mackernzie
Great Neighbour / Super Voisin

@eddieO thank you so much for replying! So even if my plan has US data, I still need to turn on roaming? How odd!! I did ask the bot thing and it said no extra actions would be needed so thank you for clarifying! 

I also have reached out numerous times to the agents about the other issue(s) and I have had no progress on anything, was it difficult for you to get that done with them for the referral code? I'm loosing faith!! Not the end of the world about the credit but still disappointing after having high hopes for PM!

hairbag1
Mayor / Maire

@Mackernzie 

be aware that Public Mobile is a "prepaid" service...as such you pay ahead of time and you only have what you pay for. You must enabled Roaming Data for it to work whilst in USA. You will never be charges any traditional overages with prepaid. If you reach your limit of data it'll just quit working until next regular plan renewal. Turn ON roaming and leave it on.

eddieO
Mayor / Maire

@Mackernzie for the missing referral code, I just went through the same process after adding my father. I had to contact a support agent and they were able to manually add it into his account. Click on the link below to create a ticket and then keep an eye on your Community inbox for a response:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)

For the US roaming, yes you need to have the Data roaming turned on otherwise your data will not work outside of Canada but don't worry about unwanted roaming charges as Public Mobile will only give you services that you have already paid for upfront (prepaid), so if you haven't already paid for it, it will not work, in other words, no extra charges and no additional add-ons needed for you

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