US roaming add-on not functioning, again

[BKL_]

Edit (26/06/2023)

@LitlLdy @DennyCrane @hycm53 @softech 

Thanks all for the help - I was trying to contact an agent, but unintentionally posted it here as I'm not familiar with the Community format.

My apologies for the confusion and lack of followup. Was trying to delete the original post but don't know how. The middle of the night when you're far from home and just want to talk to your family, is not an ideal time to be forced to troubleshoot online.

The problem was some technical error entirely on Public Mobile's part as I suspected and nothing to do with local network coverage or my device. (Their system processed my purchase as a $15 credit instead of a roaming add-on for whatever reason.)

They were able to resolve it for me within a day or two, but out of the 4 times I've bought a US roaming add-on, for 3 of them I experienced major service issues that required contacting an agent to even get it functional and some delay. Different but similar problems each time.

I've had good to great service from Public Mobile in Canada however at this point I'd not recommend their US roaming to say the least.

[DennyCrane]

Their US roaming issues have mostly been resolved now that VoLTE is more or less fully rolled out. If you have an incompatible device you may still have calling issues, but data and text should be fine. The only other exception is Alaska, which doesn't have any coverage. 

Aside from that roaming works great on PM, and it's the cheapest deal out their for PPU as far as I'm aware.

[LitlLdy]

@softech , unfortunately I didn’t quote what Op said in post about the troubleshooting done & saying the US Roaming add-on never works & wanted it set back to the 1st day of purchasing which we can’t do nor issue refund 😞. Hopefully will come back & let you all know what was said for better help. Sorry. Next time I will always quote what was said.

[DennyCrane]

PM's model is no frills, low prices. Prices are low because of things such as the customer support model.

I think you'll find that community members are generally quite helpful, and can often get you to a resolution before even needing to contact staff. You'll need to give us some details for this to be effective though (not personal details, as this is a public forum). What exactly is or isn't happening? Take a look at @softech 's post and then please provide more info. 

[DennyCrane]

As I noted in another thread, this is not true (even if PM is saying it) and will only add to the confusion. PM's roaming arrangement with AT&T is either non-existent or not functioning. T-Mobile is the only option for us. 

[hycm53]

@BKL_ Try connect to AT&T.  I got message "Yes, I can confirm that AT&T is a Public mobile partner" from CS_Agent. But I am not sure CS_Agent's information is correct. 

[softech]

@BKL_   

so, is your service working now?

Critical part to US roaming depends on T-Mobile/AT&T/Verizon coverage and whether you can connect successfully onto either network.

If the phone is not connecting to T-Mobile/AT&T/Verizon, change the Network Connection from Automatic to Manual and select and test each of the three and see which one you can connect and work best

If your issue is with data, make sure your Roaming Mobile data is enabled and you have disabled your mobile data limiter.  Also change your network mode to 4G (and don't try 5G until you can connect and works on 4G)

If your issue is with voice, make sure VoLTE is enabled on the device setting.  And if it does not work, try to change the Network to T-Mobile ONLY, and change  Preferred Network Type or Network Mode to 2G and see if the calls go through.
Also, you can download VoIP app TextNow as a workaround to make calls and text if you have Wifi or if your roaming has data component and data  is working

[LitlLdy]

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@BKL_ wrote:

Thanks for the help.

This extremely un-user-friendly and inaccessible setup for any & all tech support is the main reason I'm seriously considering switching providers.

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I’m sorry 😕. I know it’s frustrating & I’m hoping they get the technical issues fixed on here really soon so things improve!

[BKL_]

Thanks for the help.

This extremely un-user-friendly and inaccessible setup for any & all tech support is the main reason I'm seriously considering switching providers.

[LitlLdy]

@BKL_ , hi, we can’t fix/refund that for you! You posted this on an open/public forum to other Customers to get a response back from not a message to CS_Agents! Sorry.

You can send a private message to a CS_Agent: ->   https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Customer Support Agents are available from:

• Monday to Sunday: 9 AM to 10 PM EST

A CS_Agent will respond back in your Community mailbox at the top right of this page (envelope icon to the left of your community avatar).