US Roaming Bundle Renewal Disappeared

[debunn]

Hi!

I recently purchased a 10-day US Roaming bundle (talk, text, 250MB data) for a 14-day trip to the US which I ordered on Saturday November 30th.  This roaming bundle was set to expire today (December 10th), so I purchased the same 10-day US roaming bundle this morning to keep my service while in the US.

It would appear that when my previous 10-day US roaming bundle expired, it either removed the new bundle I purchased today (December 10th), or that the new bundle hasn't taken effect.  In any event, I don't see a US roaming bundle on my account, and my phone no longer works in the US.

Could someone please assist me with this?

Thanks kindly, Dave.

[chad2001]

Hopefully this kind of incident will prompt Public Mobile to revamp its US roaming offerings by giving its customer more choices (ie.  15-20-25-30 day roaming bundles, or simply allow the 10-day roaming with automatic renewal option).

[debunn]

Thanks again all for your help with this - it turns out that the system got confused and allowed me to subscribe to the 10-day US roaming bundle before my previous 10-day bundle had expired, and then expired that add-on (that I just purchased) later the same day.

The moderator team was able to re-add the subscription to my account, and I'm able to use my phone in the US once again.  Shout out @Alex_G  for the help on this one!

[ShawnC13]

@debunn , thanks keep us updated on how this turns out

[debunn]

I've also DM'd support directly - thanks for the advice all!

[geopublic]

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@debunn wrote:

Tagging moderators for assistance please:
@CS_Agent

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Submit a ticket to PM ASAP by doing the following:

[ShawnC13]

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@debunn wrote:

Hi!

I recently purchased a 10-day US Roaming bundle (talk, text, 250MB data) for a 14-day trip to the US which I ordered on Saturday November 30th.  This roaming bundle was set to expire today (December 10th), so I purchased the same 10-day US roaming bundle this morning to keep my service while in the US.

It would appear that when my previous 10-day US roaming bundle expired, it either removed the new bundle I purchased today (December 10th), or that the new bundle hasn't taken effect.  In any event, I don't see a US roaming bundle on my account, and my phone no longer works in the US.

Could someone please assist me with this?

Thanks kindly, Dave.

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If you purchased on November 30th the plan would have expired at 1159 PM ET on the 9th as it is 10 calendar days.  For some reason the same add-on isn't avaible for purchase right away after the first one expires.  It is around a day or so that it then appears int eh self serve area again for purchase.  So this morning you saw that the same add-on was available for purchase and made the purchase.  Are you able to show a screen shot of your payment history (with private info removed) so we can follow along and see what is going on.

[Ed404 · Accepted solution]

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@debunn wrote:

Tagging moderators for assistance please:
@CS_Agent

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Open a ticket instead they'll reply faster.

[debunn]

Tagging moderators for assistance please:
@CS_Agent

[debunn]

Thanks - I'm sure I did both steps, and my transaction history would suggest the same:

Date Transaction Type Credit (Payments) Debit (Charges) Balance

Dec 10, 2019	US Roaming - Talk Text 250 Data (10-day) / Itinérance aux É.-U. - Appels + textos + 250 Mo (10-jours)		$20.00	$0.00
Dec 10, 2019	Credit/Visa Debit TopUp-Réapprov crédit/Visa Débit	$20.00		$20.00

[Jb456]

Stay Safe!