US Roam-Talk Txt 3 GB Data(15d) not working

[DG3gig]

I bought US Roam-Talk Txt 3 GB Data(15d) but I could not make any calls when I was in NY last week.  Roaming was on.  2 questions: 1. Why didn't it work? and 2. How do I get a refund?
Thanks,

[DennyCrane]

I'm assuming data and SMS worked? Phone calls can be problematic until you get updated to VoLTE. If you haven't been upgraded yet, or if your device isn't compatible, the only workaround is to try to force your phone in 2G mode to make a call. 

What device are you using? And do you know if your account has been upgraded to VoLTE yet? You can tell this by ensuring you're in LTE mode and then make a phone call; if your phone stays in LTE mode when on the call, you have VoLTE and you should have been able to make calls without issue.

[HALIMACS · Accepted solution]

@DG3gig 

Calling can be problematic. (adding:  I presume you set your connection to T-mobile, which it should have chosen if your network connections are set to automatic)

You need to force your device to 2G given the shut down of the 3G Netwerk in the USA.

To get a refund, nicely ask the customer support agents by contacting them as follows.  

To contact a Customer Support Agent, there are 2 methods:

1. Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request).  Click the result which states Click here to submit a ticket and follow the prompts,  or, 

2. Send a private message to the Customer Support Agent by clicking here  You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.