US plan

[ggaudette]

Not service in Alaska after I purchased add ons

[darlicious]

@ggaudette 

Did you purchase a bundle? The talk potion won't work. At the very least you can ask for a credit of that portion of your US Roaming add on. Here is the coverage map for At&t in Alaska. They have a little less than 50% of zip codes in coverage. Eliminate the 3G network coverage in green and you are left with mostly 4G/4G LTE. Alaska does not have the infrastructure to support coverage that you would find in the lower 48 and its geography, size and population are factors in the equation. T-Mobile does not have their own network coverage in Alaska so they are not an option for pm customers. Here's At&t's coverage by network....

https://www.nperf.com/en/map/US/5879400.Anchorage/2420.ATT-Mobility/signal/?ll=62.415816419802766&lg...

[JL9]

Unfortunately it looks like PMs US adds are basically obsolete (or very close to) There was already issues and as of July it has been shutdown nationwide, so local prepaid sims and/or voip apps are more reliable and cost effective. PM should really either pull their US add ons off completely or update/upgrade them so they actually work and are reliable.

[softech]

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@ggaudette wrote:

I believe 3G is shutdown but was still thinking talk and text should work?

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If 3G was shutdown, Talk will for sure not work as PM uses 3G for voice

If there is LTE there and you can connect to T-Mobile or AT&T network, then Text and Data would work

[ggaudette]

I believe 3G is shutdown but was still thinking talk and text should work?

[ggaudette]

Tok

[hTideGnow]

HI @ggaudette 

Which city you are at now?

These are the cities reported not working just 3 weeks ago :

Fairbanks, Anchorage, North Pole

and the member reported that this is working: Ketchikan AK

[Meow]

Most likely due to lack of infrastructure. Unless in main city AND access to AT&T or T-mobile (assuming they did not shut down 3G yet) I doubt you will get any service.

[MrSpock]

@ggaudette I know there’s very little service up in Alaska right now especially with the 3G shut down throughout the states if you would like a refund contact customer service First you might want to check to see if the add-on was actually added to your account if there are funds still in your account then you forgot step two you have to go back in and purchase the add-on

you will need to open a ticket, to speak to a customer service agent    Click here or if you are having issues with Simon you can send private message to a CS Agent here:  https://bit.ly/2GGCJzH

[softech · Accepted solution]

@ggaudette   there has been many reports that roaming in Alaska is really working in couple cities only.

do you see and can you connect to T-Mobile or AT&T?

If you cannot use the service, open ticket with PM and request for a refund

1. If you have 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 don't have access to My Account or have trouble with Chatbot: 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 you there