Roaming not activated

[brian46]

Am travelling and located in southern BC. Couldn’t make phone calls as system decided I was roaming and on a US network. Purchased and paid for 15 day roaming add on and still not able to make calls. Public Mobile says its active.

[computergeek541 · Accepted solution]

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@brian46 wrote:

Am travelling and located in southern BC. Couldn’t make phone calls as system decided I was roaming and on a US network. Purchased and paid for 15 day roaming add on and still not able to make calls. Public Mobile says its active.

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I suspect that your device wasn't actually roaming. Public Mobile has been having an issue with some outgoing calls not working resulting in the customer hearing an error messages saying that a raoming add-on is needed, someitmes even when no where near the Canada/US border.  Customer support agents can fix this. It's an account related issue.

[dabr]

@brian46    Wow, you're right!  Just tried phoning a suspended account and got a message that my call couldn't be completed because my plan didn't include an US roaming add-on and I know that's not the message I would normally hear on a suspended account.  I think normally the call either disconnects or there's a message saying the number being called is not in service or something like that.

Anyhow, you should submit a ticket via chatbot and ask customer support to refund (account credit) for unnecessarily purchasing the roaming add-on if you did make that purchase as suggested earlier. 

Here's a link to chatbot if needed:  https://www.publicmobile.ca/en/get-help

[brian46]

Thank you for the suggestions. Discovered I got roaming message only when I called my partners phone. Further discovered she had not updated her account with new debit card which resulted in suspension of account. Got roaming error message when attempting to call her. Would have thought error message would have been account suspended. 
Thanks again to everyone for the suggestions.

[BKNS27]

@brian46 

If you are still in Canada, you don’t need US Roaming. You only need US Roaming if you are travelling in the USA and connect to T-Mobile network.

If you are in Canada, just go to Settings and manually connect to PM network.

[pmva]

@brian46  how about you go into your phone and turn roaming off?  You shouldn't need to buy a roaming pkg since you're not actually in the US :). If turning off roaming works, suggest you contact CS Agent to either get a refund or refund the add on as a credit to your account.