US add on

[JP56]

I added a US add on from Canada Feb. 17 before my flight on Feb. 18. When I arrived in Denver Feb. 18 I did not get a service. I re booted my phone but still no service so I requested another plan which worked. So I paid for 2 plans when I only need one because of a technical failure with Public. I would like to get reimbursed for the plan that did not work. 

[esjliv]

@JP56 - it does not matter what plan you are on to use the Roaming Addons whilst in the USA. It does matter though that your plan is in Active status for any addons to work. So, were you in Active or Suspended status when you changed your plan?

[Meow]

US add-ons are hit and miss. If nothing works, you can try to ask for refund.

According to Public Mobile:

PM will have T-mobile 2G network for US talk. Try to manually connect to T-mobile.

Roaming is for Data only. Voice and SMS text will still work.

Data will work on LTE, but will switch over to 2G to make a call.

However, the quality of service will vary depending on the different coverage areas when roaming in the USA.

[Handy1]

@JP56  Also check to keep track of add on usage 

Check add-ons /mins /Data

For most up to date account info

[dust2dust]

Do you see that you had successfully bought the first one? What is your balance right now? Click on the little spinner refresh icon under the Shop Add-ons button and see what all add-ons you have. Do you have ones that say ##/15? Do you have the 1000 minute US add-on?

[softech]

@JP56   curious, which 2 plans you got?

yes, it is possible PM support can do something about it, please open ticket with PM Support and discuss with them

1. Please open ticket via Chatbot (need access to My Account): At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at: 

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

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

[Handy1 · Accepted solution]

@JP56  No harm in finding out if you can get a credit for your situation 

Getting support / submit ticket

• Get support by starting a conversation with virtual Chat box /SIMon. Click here                 

Or while your already here and logged in the community

• you can send a private message   To CS_Agents by clicking here.

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