Roaming in USA stopped working. Was without any service during my stay

[vsarv1]

I bought roaming package for $30 and it stopped working 3rd  day I was in the USA well within 15 day allotted window. Did not use much data. I did not even have cell service. Very difficult in a different country without access to a phone. Could not even logon to public mobile site account because they were sending code to my dead mobile phone. The service came back on at US-Canada border. I am back in Canada now and I want to get my money back. How?

Also need to know why it does not have a reliable service?

[Phil_Adelphus]

@vsarv1   To get the code by email you tap "didn't get the code" when logging in and it should offer email or voice call alternatives.  But if your phone was so "dead" you couldn't even connect to wifi that's nothing to do with Public Mobile, wifi is independent of your cell provider's service.  If you were able to connect via wifi, you could have contacted PM customer service via the chat icon bottom right of this page.  Also Google Maps can be downloaded over wifi for use later when offline.

[vsarv1]

I had to come in through Public mobile log in. And I did not see any option to get a code via email. I am a bit surprised that I did not have that option. Like you mention with WiFi connectivity I should have been able to get some support. I was left without any phone connectivity. Unable to keep in touch with my folks and no Maps to get around in the city.

[Phil_Adelphus]

@vsarv1   So you had no access to private or public wifi while there (I'm not talking about phone cellular data)?   A phone should still be able to connect to wifi to get internet access even if cellular data is not working.  That way you can still contact this community, customer support, or get the security code by email instead of text.  

[vsarv1]

thanks

[vsarv1]

I will only be able to receive security code if my phone had any connectivity. Phone was dead. It did work for a couple of days until stopping abruptly. Could not connect to any other networks manually

[vsarv1]

Phil,

Thanks for the reply. Roaming was working for couple of days until it stopped abruptly. Had no use of phone thus could not contact anyone while in US as it sent security code (for multi factor authentication)  to my dead phone i.e. no connectivity.

[Phil_Adelphus]

@vsarv1 Also need to know why it does not have a reliable service?

It does work seamlessly for many while some need to tweak their settings, like make sure roaming is turned on, that the phone is connecting to an appropriate roaming partner, setting to 4G/LTE and not 5G, having a VoLTE approved phone for voice calls for example.

When you can't get the log in code via SMS you can go on wifi if available and select didn't get the code to get the email option. 

[BKNS27]

@vsarv1 

I am a little confused, the 2FA code will be sent to the phone with the PM SIM/eSIM.

I am assuming you didn’t have the SIM in your dead phone.

For roaming to work in the USA, you will need to connect to the AT&T or T-Mobile network. Did you enable roaming and manually connect to one of the two network?

Best to submit a ticket and see what an agent will say.

[Chalupa_Batman]

Hello @vsarv1 

You can reach out to a CS Agent and talk to them about a credit but I doubt it as you could have used WiFi and came to these forums for help.

To submit a ticket with CS Agent using this Chatbot link

https://widget.telus.tiia.ai/publicmobile/publicmobile.html 

Type Customer Service and follow the prompts. If you are having any issues, here is a direct link by sending a private message

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

[Handy1]

@vsarv1  You can ask support to reimburse you , use the orange chat bubble bottom right of screen . If that doesn’t work you. An use this direct link to support inquire 

send  a  private message   To CS_Agent

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

[Neil11]

You will need to contact customer service agent to fix your issue. Either via the following link:

 https://widget.telus.tiia.ai/publicmobile/publicmobile.html

If you are having a difficult time, then you can private message CSA:

Send a private message to CSA through the following link :

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