Refund on add on

[tinajj10]

Hi there! Last week I went into USA so did a talk and text add on (so did my husband). $15 each.

it didn’t work because we had 3G (didn’t know why at the time). We shut phones off/on etc but still wouldn’t work. We could not make calls out and many texts wouldn’t go through!  We were only there 3 days. Can I get a refund?

[HALIMACS · Accepted solution]

Yes, @tinajj10 a device will generally auto-connect.

Sometimes it's set manually to a defined network, in which case it won't 'pick up' another network type.

Sounds like you had it set correctly.

The Customer Support Agents should certainly see this and will hopefully refund the purchase price accordingly.

[tinajj10]

It auto connects to T-Mobile. I’ve since upgraded to 4G. Thanks!

[tinajj10]

It auto connects

[HALIMACS]

@tinajj10  while you were in the US, did you manually connect to the T mobile network on your devices network connections?

[darlicious]

@tinajj10 

You can certainly appeal to customer support and ask for a credit definitely for the talk portion of the add on but they may be more discretionary on the text portion as it will depend on where you traveled to in the US and the usage but generally they will issue at least a partial credit if not a full one.

Did you manually select T-Mobile? The text portion would use the 4G LTE network (having a "3G"" plan or "4G" plan has no bearing on your US Roaming experience as it refers to data speed only). You are able to recieve incoming SMS texts without any US Roaming add ons they are only required for you to be able to send SMS texts.

Voice calling with pm uses the 3G network in Canada but with the decommissioning of the 3G network in the US voice calls will use T-Mobile's 2G network. While there is decent 2G network coverage it is not consistent and your ability to connect to it is dependent on your location. Overall urban areas have much better coverage than rural areas and the signal can be impeded by many factors including topography, surrounding structures, building materials, trees and even weather.

In future consider getting a US Roaming data add on instead and use it in conjunction with a voip provider app like textnow. You will be able to recieve incoming pm SMS texts and send/recieve MMS texts. You can use textnow to send/recieve SMS texts and voice calling on both wifi and mobile data. You can call forward your pm phone # to your textnow # and change the greeting on your pm voicemail to include your textnow # as your call forwarding will  be canceled and default back to your pm voicemail if you do connect to T-Mobile's 2G network. (If you select your network mode to 4G LTE only this may eliminate this possibility?)

Contact customer support via SIMon and submit a support  ticket. If you have trouble verifying your account you can also send a private message (read the spoiler in the linked post below). Expect a reply in the morning in your private message box....the envelope icon at the top right corner of your screen next to your avatar.

https://productioncommunity.publicmobile.ca/t5/Get-Support/Get-Support-Contact-Customer-Support/td-p...

[HALIMACS]

@tinajj10 

Because of the issues some customers experience with US add-ons, if you request nicely of the customer support agents they will likely apply the value of the add-on purchase to your available funds.

This way the funds can be used toward a future renewal or add-on purchase.

To contact a Customer Support Agent, there are 2 methods:

1. Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request).  Click the result which states Click here to submit a ticket and follow the prompts,  or, 
2. Send a private message to the Customer Support Agent by clicking here  You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.