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US Roaming support

SarahSchwartz99
Great Neighbour / Super Voisin

@CS_Agent hello - accidentally billed twice for US data add on — need to correct to only one. And it isn’t working even after following the help steps. 

3 REPLIES 3

hairbag1
Mayor / Maire

@SarahSchwartz99 

make certain to only select T-Mobile as preferred network... no others work regardless of what you read here. Depending which add-on you got, the data portion should work just fine as well as text. If you're having trouble with talk portion, does your phone drop to 2G when calling in US ? Do you know if PM has enabled volte on your phone yet ? What make / model is your phone ? When did you activate your current PM account ?

If you're in Alaska, the PM US Roaming add-on simply will not work at all. You'd need a local sim and a cheap plan for use.

HALIMACS
Mayor / Maire

@SarahSchwartz99 

by any chance, is the extra payment sitting in your available funds.

If it is, just leave it there for future service/renewal payment.

As far as using the addon, did you turn ON roaming on your device and connect to the T mobile network while in the US.

Sometimes rebooting device gets things going as well.

softech
Oracle
Oracle

@SarahSchwartz99 yes , you can engage support for reversing one of the 2 transactions by messaging the directly here

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