US Roaming not activating

[Greg7vl]

I’ve added twice now the US Roaming add on. I first added the talk and text for $15 but when I arrived in the US my phone would work ( I’ve done this in the past with no issues and have all my settings correct). So I added another plan with talk/ txt and 250 mb data for $20 and phone still doesn’t work

any suggestions? How do I get a moderator to look at my file?

thx

greg 

[Greg7vl]

Yes the moderators were great

i put an add on the next week and it worked flawlessly

i did manually select the AT&T network.. not sure if that made a difference 

thanks for the advice 

[darlicious]

@Greg7vl 

I am assuming the moderators finally got back to you and reset your account and added the roaming add on once again? It is now working without issue?

@AE_Collector 

-sigh-*

[hairbag1]

@Greg7vl....

watch the little envelop icon on top right side of the page...it'll be highlighted when the moderators respond to you.

[Greg7vl]

It’s not ‘against the rules’ as I am a pilot and it’s my job..

I added this on a month or so ago no problem

ill be back there Wednesday and hope it will work. No response from the moderator yet

[hairbag1]

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@softech wrote:

wonder if anyone can sure their successful experience with US roaming. .just want to see how is the usual experience.. wonder if something wrong on Telus side .. or if we missed something to have a seamless run.. 

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Pre-March 2020, I used the 10 Day US Roaming options probably once or twice per month. Never had a problem. Just hafta follow the instruction.(2 step process to acquire) ...which can be kinda confusing the first time around. For the weekend trips to US, it's a great option for PM to offer traveling shoppers / campers / etc.

Post-March 2020...haven't been to US. Doesn't look like that's going to change anytime soon.

[softech]

wonder if anyone can sure their successful experience with US roaming. .just want to see how is the usual experience.. wonder if something wrong on Telus side .. or if we missed something to have a seamless run.. 

[Anonymous]

With a few people escaping (against the rules), there's been a bit of a rash of these roaming problems recently. I wonder if Telus forgot to pay the royalties to the carriers. New year and all that.

[darlicious]

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@darlicious wrote:

@Greg7vl 

Uh oh now you definetly need a moderator. Are both roaming add ons showing in your overview? Having 2 talk roaming add ons effectively cancel each other out.

Edit: Either use simon to open a ticket or send a private message detailing your issue. Ask that they remove one of the add ons and credit back the cost to your balance. Once that is fixed reboot your phone and manually choose either at&t or T-mobile.

Edit: I just saw your latest post so the above does not apply to your situation but not using simon is still my suggestion.

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@fredfor 

If you have the exact same problem as @Greg7vl  and as @Jb456  has asked you....see my reply above for the answer. You needed to tell the moderator the actual issue by giving as much detail as possible. I dont like simon.....now you know one of a myriad of reasons i dont deal with him.

[Jb456]

@fredfor  do you have two or more USA add-ons in your account? If so that would cause it not to work..

[darlicious]

@fredfor @Greg7vl 

I personally dont deal with simple simon. I choose to send all inquiries thru private messaging.

1.  Request #1. Dec. 29th sent at 9:42 am pst
2. Mod replied.....10:04 am pst 3 replies. Resolved in less than 1 hour.
3. Request #2. Dec. 31st sent at 8:39 pm pst. Update sent at  8:52 pm pst telling mods the main issue was resolved. Being New Years Eve they may not have been working til midnite (9pm pst).
4. Jan. 1st. Open at 5am pst. Mod replied at 7:27 am pst. 2 replies 1 hr apart. Resolved at 10:20am pst. Resolved in less than 3 hours.

What method are you using to make a service request? Are you including enough inf o

 to prioritize your request? Responding promptly?

[darlicious]

@Greg7vl 

If using private message include along with your message:

1. Full name and address on account.
2. Phone #, email and pin#.

Keep an eye on your private messages for a little number to pop up indicating a message from the moderators. The wait time is 1 to 3 hours this past couple of weeks.

[esjliv]

Hi there,

Note that purchasing an add-on is a two step process.

You should be able to use it instantly.

1-First you need to add the $ to your account and

2-then add the add-on to your account.

Don't forget to restart your phone.

*You can make the purchase via self serve account or by calling 611 on your phone.

But it sounds like you successfully did this before so contact the moderators.

To contact the Public Mobile Moderator_Team, there are two ways to reach them:

1 -  Click the bubble comment circle on the bottom right hand side of your screen, or use this link to: Get Help With SIMon the Public Mobile chatbot

OR

2 - Use this link to:

Private Message to Public Mobile Moderators (PM Customer Service Representatives)

[Jb456 · Accepted solution]

@Greg7vl 

You'll need to reach out to moderators. 

  

Or private message them at link below. 

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

[darlicious]

@Greg7vl 

Uh oh now you definetly need a moderator. Are both roaming add ons showing in your overview? Having 2 talk roaming add ons effectively cancel each other out.

Edit: Either use simon to open a ticket or send a private message detailing your issue. Ask that they remove one of the add ons and credit back the cost to your balance. Once that is fixed reboot your phone and manually choose either at&t or T-mobile.