US $65.00 plan did not work

[Gipper]

I paid for the US $65.00 plan in November 2023.  When I entered the US my data service showed "SOS". I attempted to contact Public Mobile over 10 times using my phone then my computer. I only received "error messages" and was not able to contact Public Mobile. My son is a Public Mobile Customer and he reached out and Public Mobile responded to him 6 days later. I went without service while in the US and had to pay over $200 to obtain service. I have contacted PM using a "ticket" and they responded in 1-3 days and will re-imburse $30. My most serious concern is NOT being able to reach PM while in the US. Please let me know if this issue is resolvable as it was a very frustrating and anxiety-provoking experience. I would not advise any PM customers to get the $65 US/CANADA plan. Thanks for your time

[Phil_Adelphus]

@Hanaffie   The US-Canada plans do work, people have reported a seamless transition when crossing the border, but there can be problems.  For data sometimes people don't have data roaming turned on. For voice they don't have a VoLTE phone (USA no longer has 3G, which will also be the case eventually in Canada),  some phones don't automatically connect to T-Mobile or AT&T, 5G doesn't work on AT&T hence the need to be on 4G/LTE, for non-VoLTE phones the only option is T-Mobile's 2G network which isn't available everywhere.  Most of these problems would not be exclusive to Public Mobile, especially the VoLTE issue which is why Canadian carriers were sending out alert notices to customers with non-VoLTE phones who may travel to the USA.

[DennyCrane]

You can't connect to PM in the US, you have to connect to T-Mobile or AT&T. Best to leave your phone in Automatic network selection, and only force it on one of those two manually if automatic isn't working.

And as mentioned, set your preferred network (on your phone) to 4G, because 5G AT&T does not work.

And of course turn data roaming on (on your phone).

If you get text and data working like that, you know you're connected. Phone calls can be a whole other beast if you don't have VoLTE.

As for support, the only way to contact them is via direct message to @CS_Agent, and that does take time to receive a response. 6 days is not normal though; maybe you were caught in the Black Friday frenzy. They should be able to provide you with some sort of a partial refund though.

[Hanaffie]

I had the exact same problem with my US-Canada plan.  I was in the States and could not access anything over Data.  I had to wait to get into a Wifi zone.  Totally frustrating and I feel such a waste of money.  I would not advise anyone to get any of the US-Canada plans because they clearly don't work.  

[Sansan]

That was neighborly of them 👍

But too bad they couldn't figure it out for you 

[Gipper]

The AT&T staff were very helpful. They took my phone and tried to get it working but were not able to help

[Handy1]

@Gipper  No they won’t help if your not their customer unfortunately and it should be more clear to not use 5G when in the US even thou it’s a 5G plan 

[Sansan]

I'm sorry to hear of your experience. 

Regardless of where you are reaching, public mobile  from they can only be reached by sending private messages through this community mailbox.

So, if you have access to your account that is unfortunately the only way to reach them in Canada or the USA.  There is no phone service. 

[Gipper]

I went to an AT&T store for help.  They were not able to get my phone working

[Handy1]

@Gipper  When in the U.S. you need to set the phone to 4G/LTE and ensure data  roaming is turned on in phone setting and connect to T mobile or AT&T . But you can use this direct link to support if you like to discuss with them 

send  a  private message   To CS_Agents

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