Roaming Charges

[sheila_h]

I ordered and paid for us data/roaming for the 10 day period offered.  Was in the US for two days and not once did I have data or the ability to text internationally.  I want a refund for the non-usable data that was sold to me.

[DDM69]

The add ons for US are 15 days.  I would do some more research/troubleshooting if you decide to go again. 

I have never had an issue with the US roaming and I've used it many times.  It may depend on where you were,  what you purchased, if it was purchased properly, settings on your phone or not manually connecting to a US provider. 

Either way you will not be charged roaming fees.  Usually something has been overlooked by the customer.  Hopefully you get a refund.  

[BKNS27]

@sheila_h 

PM no longer offer 10 days US Roaming. It is now 15 days Roaming.

If you had issues with the Roaming, contact a CS_Agent through private messaging:

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

[maple_leaf]

Hi @sheila_h ,

Sorry to hear you had trouble roaming. As already mentioned, ultimately contact a customer care agent for further assistance. However, I thought it worth mentioning that SIM card settings on Android and Apple/iOS phones are often set with roaming turned off by default. This is to prevent unwanted charges for roaming when unintended. Have you checked your phone's SIM card settings to check/ensure that 'Roaming' is toggled 'On'? Hope this helps.

[HALIMACS]

@sheila_h 

where were you in the US? Alaska?

Also, in order to get the 15 day US roaming add-ons to work (they are not 10 days), one needs to connect to the T-mobile network, and it’s advisable to turn data roaming on.

Also, it’s important to recognize that the data plan starts immediately from the point of purchase and lasts exactly 15 days. Some have tried in the past to purchase it a few weeks in advance only to find out it expired before the start of their trip.

[Yummy]

Did you connect to t-mobile? If not you might not be able to use PM services in USA with US add-on.

And it is 15 days period, not 10 anymore. You can ask agent for refund, see what they say,,,

To Contact CSA-agent: https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Ticket has to be opened through chatbot - https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Just type ‘ticket’ and follow prompts. Having a ticket is preferred way to contact agent as they might respond faster then receiving personal mail.

If opening a ticket does not work very first time, contact agent directly: send a private message to the CSA - agent by clicking (Ctrl+) Here

Agent’s response is usually between 15 and 120 minutes with a ticket. Private messaging might take longer.

Watch for envelope in top right corner of Community page. It will show Number of unread emails.

[Hollister]

@sheila_h 

Ask for a credit to your account.

You can contact an agent:

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• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to our Agents. Click here to get started.
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