Telephone number for Public Mobile

[RonaRobe]

Does an telephone number exist for Public Mobile to troubleshoot a particular problem?

If yes please share because the solutions offered are bringing any satisfaction. 

[darlicious]

@RonaRobe 

?

Ok I give up....contact customer support. Policy states that funds added to the account are non refundable. If the CSA grants a refund they take up to 30 days to be processed.

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[RonaRobe]

Are you kidding me with this kind of answer. 
Right now I am seeing the disadvantages of Public Mobile. No customer service when all hell breaks loose. 

[darlicious]

@RonaRobe .

So you can see the manual top up transactions but you didn't actually purchase any US roaming add ons? So now you have a positive balance in your available funds. You can leave it there for your next renewal or two?

Or if you still need a US roaming add on you could go to the plans and add ons page and scroll down to the add ons section.

1. Select the add on you wish to purchase by ticking the box.
2. Scroll down to the bottom of the page and review your selection.
3. Confirm and submit your payment.
4. Then check your overview, "my data and add ons" page and/or your transaction history for evidence that you have successfully purchased the add on.
5. Log out and reboot.
6. Check your settings>>mobile data>>network providers>>manually select either at&t or T-Mobile.

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[VIP_Tech]

@RonaRobe 

if you want to remove it Add-one send Private Messages to Customer Support Agent

[VIP_Tech]

Hi @RonaRobe 

login to Self-Serve. at Available Funds: is showing money ? if yes go to re-purchase.

[hTideGnow]

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@RonaRobe wrote:

I see the transactions in my account history. There are 3 attempts at purchasing the add ons. None of them succeeded. I tried closing down my phone to reboot still no success. I would like to know how to get a refund for the three failed attempts. I have purchased add ons in the past it always worked. I’m presently in West Palm Beach Florida. 

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HI @RonaRobe   Curious if you see on the Transaction history your loading of fund 3 times or purchase of addon?  Can you provide a screenshot?

Also, can you provide a screenshot of the Plan details , that can confirm if you have US roaming add-on purchased.

[Anonymous · Accepted solution]

Screenshots make it all so much easier to see what you have. One of the left side of your overview page. Another below your phone number after clicking Plan details. And finally of the date range of when you were trying to do all this in your payment history from here (not payment card).

[RonaRobe]

I see the transactions in my account history. There are 3 attempts at purchasing the add ons. None of them succeeded. I tried closing down my phone to reboot still no success. I would like to know how to get a refund for the three failed attempts. I have purchased add ons in the past it always worked. I’m presently in West Palm Beach Florida. 

[darlicious]

@RonaRobe 

Let's see if we can narrow down the issue with a little detective work in your self serve account.

1. Go to your transaction/payment history. You should see your manual credit top up payments listed.             For example:$20 will show: Credit/Visa Debit TopUp-Réapprov crédit/Visa Débit                   +$20 
2. If you successfully purchased the add on then after the top up you will see it listed for example:               10 DAY US Roaming Unlimited Talk+Text Bundle w/250mb of data                                             -$20 
3. If this is what you see in your account repeated 2 more times with different add ons                =$0                    then you have successfully purchased the US 10 DAY Roaming add ons you selected.
4. You cannot repurchase the same add US 10 DAY Roaming add on until 24 hours after the it has expired after 10 days (10×24=240 hours) from time and date purchased.
5. But if you only see : Credit/Visa Debit TopUp-Réapprov crédit/Visa Débit ×3  in a row              +$20                  then you have only manually topped up your account balance 3 times leaving with             =$60

However let's say you did manage to purchase the US 10 DAY Roaming Unlimited Talk+Text Bundle w/250mb of data you would want to check 3 different areas for features in the bundle.

Since the Talk+ Text features are unlimited they will only appear under "The Plan Details" tab near the the top left of the overview page.

The data component of the bundle is metered so it will appear with a data counter 0/250mb on the overview page near the bottom left. On the "My Data and Add ons" page with a data counter.

If you also see the US 10 DAY Roaming Talk+Text Bundle w/250mb of data in the preceding 3 areas of your account but you cannot get it to work by ensuring roaming is toggled on, rebooting the phone and manually selecting at&t or T-Mobile or you see it in the payment/transaction history but no where else in the account then contact customer support to help you get it to work or credit the $20 back to your account balance.

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin#.

[esjliv]

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@RonaRobe wrote:

Purchased US roaming add OMS on three different occasions and the add on is not working. I made sure I had sufficient funds still not getting the service purchased and my has had the funds deducted yet the service is not operating. 

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@RonaRobe  - if all the funds you added are still showing in your Available funds area, then you did not actually add them to your account yet.

If so, do not add anymore funds...but go back to the addon you want, and ADD IT to your account (the 2nd step is no intuitive for addons).

OR, did you already have a US addon working and it expired (10 days / 240 hours) from adding it successfully to your account. Either wait the full 240 hours (current roaming addon glitch unfortunately), or ask CSA to add it for you.

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

[Anonymous]

 @RonaRobe : Click on Plan Details and report back with all the lines of add-ons you have.

[hTideGnow]

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@RonaRobe wrote:

Purchased US roaming add OMS on three different occasions and the add on is not working. I made sure I had sufficient funds still not getting the service purchased and my has had the funds deducted yet the service is not operating. 

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HI @RonaRobe   Which States you are at?

If you are still in US, try to connect to the 2 networks as advised.

But if you give up, open a ticket with PM Support and make a formal complaint and request refund.  Click on the Bubble or directly at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

1. type: Contact CS Agent
2. Click "Contact Us"
3. Click "Other"
4. Click "Click here to submit a ticket"
5. you will then direct to another page to open ticket.

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

If you have problems submitting a ticket, you can also send a private message to the moderators (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[HALIMACS]

Just to confirm @RonaRobe , are you in the USA now?

Try manually choosing the T- mobile or AT&T network from your network connections.

[VIP_Tech]

Hi @RonaRobe 

are in U.S. now or in canada ?

[softech]

@RonaRobe   Sorry, are you still in US and trying to make it work?  or you are back in Canada and would like to get a refund?

If you are still in US.  try both T-Mobile and AT&T and  see which one connects and work.  Also, make sure Roaming Data is enabled. 

Or if you are asking for refund, then you will really need to open ticket with PM Support 

And your last post you said you bought 2 Add-ons  which exact 2 add-on did you buy?   And you bought them on the same day or different days?

[VIP_Tech]

Hi @RonaRobe 

public mobile offer support is online, no call.

Customer Support Agent (publicmobile.ca)

CSA Hours Of Operation (publicmobile.ca)

Verify your identity (publicmobile.ca)

you can try to post your issue maybe you will getting help for here.

[darlicious]

@RonaRobe 

Still having add on trouble? Can you tell us the two you have attempted or did purchase? Do you see them in your "My data and add ons" section in your account? Do you see them in your transaction history? Or do you only see the top up payments?

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin#.

[RonaRobe]

Purchased US roaming add OMS on three different occasions and the add on is not working. I made sure I had sufficient funds still not getting the service purchased and my has had the funds deducted yet the service is not operating. 

[softech]

@RonaRobe   sorry, PM support is all online.

You have to open a ticket with them and they will reply via messaging here in the Community.

May I know what the issue is about?  Maybe we can help.   Our replies are certainly quicker  🙂

[JK8]

@RonaRobe 

All support is online. If you need to contact a CSA choose the chatbot in the lower right hand corner.

Can we help you with anything?

[esjliv]

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@RonaRobe wrote:

Does an telephone number exist for Public Mobile to troubleshoot a particular problem?

If yes please share because the solutions offered are bringing any satisfaction. 

---

@RonaRobe  - you have found the location to trouble shoot issues here! 🙂

What is the issue?

Customer Support Agents (CSA) can help with account specific issues, but give the Community a try first.

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