US ROAMING ADD-ON-not working

[scottreith]

When I place a call, i hear a recording from public mobile stating " call cannot be completed because my plan does not include a US roaming plan. Please visit public mobile to add a plan". I added the US Roaming add-on this morning and received notification. When i check the plan add-on history, it shows as active. I have reset the phone and chose AT&T and T-mobile. There is no way for me to withdraw the plan and try again.

[esjliv]

@scottreith 

If you see the US Roaming Addon listed in your self serve account here: https://selfserve.publicmobile.ca/error?aspxerrorpath=/Overview/plan-and-Add-ons/ChangePlanLandingPa...

Try toggling into airplane mode then back again to retrigger the network.

[darlicious]

@scottreith 

Go to your transaction history in your self serve account and confirm that you see both your manual top up payment and the US Roaming add on. Did you add the correct add on? Does it have a talk feature? If so reboot your phone. Manually select either at&t or T-Mobile and try your call again. If you get the same message contact customer support to help get the add on working.

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 #.

[softech]

@scottreith buying addon is a 2 steps process:

1 Load Fund, 2. Actual buying  of the addon. 

Many ppl misses step 2.  Any chance you just loaded fund and didn't buy?  If yiur login to My Account and if you see Available Fund = the addon amount, then likely that was the reason.  If so, just go ahead and buy

If you certain you bought, check the plan details page and confirm.  If confirmed , open ticket with PM support to get that sorted out   To open ticket:

  1 . . If you have access to Self-Serve My account:  For faster response (2-48 hours) , Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.  

          Start with typing "Submit a ticket", click  "Contact Us", click "Other" from the choices, click "Click here to submit a ticket".  Then follow to complete the ticket submission.     

 2 .  If you don't have access to My Account or have trouble with above method:  you can Send a private message to the CS Agent here:  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox, envelope on the top right, after ticket is opened.  CS Agent will reply and work with you  via messaging there