Roaming never worked

[fcottage]

I am writing for my husband..we were away and he purchased two blocks of roaming.We were not able to receive calls or call.

Florida.Sarasota area.

[RussL]

@dust2dust .  I am away for another week and will trial this setting at home (B.C.) to see if it works.

Otherwise an easy change back at YVR.

Will let you know next Saturday.

[dust2dust]

Great find @RussL ! So at home, did your data work just fine with the prior APN setting? If you're home now, did you change it back or does data still work?

[fcottage]

Yes home and have written a ticket thank you:)

[fcottage]

Thank you 🙂

[fcottage]

yes T mobile ..and verizon etc..

[softech]

@fcottage since you are home now, I guess it is best to just open ticket with PM support and tell them what you have gone through and demand a refund. No worry, they will usually agree to that.

And look like you have trouble opening ticket with Chatbot, then just message them directly here:

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply to you there

[fcottage]

Thank you so much I went direcly..will see..Again..Thank you

[fcottage]

Virtual assistant is of no help:(

[fcottage]

I would think a refund for both blocks is the only solution..hard to contact someone.

[fcottage]

We are home we tried everything..nothing and we ran into a situation where our phone could have been used

[fcottage]

Yes but nothing worked.

[fcottage]

Too late now..thank you..we are home..never worked..We were in range of Verizon..AT and T etc,

[RussL]

@fcottage 

Similar situation here when landed in Hawaii.

I found this tidbit in the roaming help area and changed:

setting/celluar/Celluar Data Network:

APN: isp.mb.com

to APN: sp.mb.com

T-Mobile instantly came on and "we're in" !

[CountyDownIeUk]

Purchased 2 blocks at the same time? 

Or 1 block used, then purchases a second add on. 

[softech]

@fcottage  did you buy only the voice roaming? or the combo roaming add-on as well?

try to connect to T-Mobile network.  If it is connecting via Automatic and is not connecting, try to use manual selection to connect

If it still does not work, then yes, open ticket with PM Support and they can provide refund

and to try to able to call home, use workarounds then.  Download VoIP app TextNow and make calls using Wifi or Mobile Data for free

[Yummy]

That is to be expected since USA shut down 3G. Sometimes it works, particularly data, if roaming is set to on and manually connected to t-mobile.

If it never worked, ask agent for refund.

To Contact CSA-agent; there are 2 methods:

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

If ticketing does not work very first time, contact agent directly.

- Send a private message to the CSA - agent by clicking (Ctrl+)Here

[hairbag1]

Contact a CSA and request credit to your account for un-usable add-on.

editd...

did you try manually selecting T-Mobile as your cell network whilst in FL ?

[Outdoorsman · Accepted solution]

Hi there are many issues mentioned with calling problems in the states to try for a credit or refund  you need the help of a service rep 

There are two ways to contact a customer service agent , open a ticket through Simon here https://publicmobile.ca

Or  private message them here

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