US Roaming Plan does not work

[JT8]

Hello,

I was recently in the U.S a few days ago and purchased the US Roaming - 3G data plan (15 days). It barely worked while I was in the U.S and I was unable to use it. My account usage shows that I have 2.94GB/3GB remaining. I am now back in Canada and have no need for it anymore.

I am hoping to receive a refund for this plan as it did not work while I was in the U.S and I was barely able to use it at all. I am very disappointed in this plan and although I have been a Public Mobile customer for many years, I am considering changing to a different provider. 

Thank you.

[softech]

 @Vvixen 

were you able to connect to T-mobile or AT&T at all? Mobile data roaming on your device was enabled?

For PM, it is hard for them to maintain roaming options different length of days, so, they are setting 15 days and hope more people will benefit.  If you are going for short trip, get those travel eSIM, they usually have shorter length like 7 days.  Or if you make short trip like that a lot, consider the Canada-US plan PM is offering now

[Vvixen]

I just had the same problem today.  Paid for the same add-on but was unable to use any data.  And paying for 15 days when I only cross for a few hours is ridiculous. 

[hairbag1]

@JT8 

use this link to message a CSA to politely ask for a credit to your account for the add-on that was problematic...

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

[softech]

@JT8 were you ever able to connect to T-Mobile or AT&T?

there is a slight chance support will help out but you will have to discuss with them. Please message them and check

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

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened.  CS Agent will reply to you there

[HALIMACS · Accepted solution]

@JT8 

US roaming can be problematic and the customer support agents have been known to provide refunds. The most important thing to do when you are there is to make sure your roaming is on and you are manually connected to T-Mobile or AT&T networks.

To contact a Customer Support Agent, send a private message to the Customer Support Agents 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.