US roaming not working

[Klancy]

Renewed US roaming today. My account indicates it’s good for 15 days, but I get a recording stating my account doesn’t include roaming. Worked fine until yesterday.

[darlicious]

@Klancy 

US Roaming add ons expire after 360 hours but you still have to wait 24 hours to be able to use the same add on even if it was available for purchase. If you need it working now then contact customer support to remove it and add it back to your account.

[Meow]

It used to be 24 wait period before you can buy another US add-on. With new 15-days term it is not clear is this 24 wait period applies or not.

Contact agent for clarifications.

[HALIMACS]

@Klancy 

It’s possible you are viewing cached information on the self serve site.

Try clearing cache and cookies, then opening an incognito or private tab, then logging into self-serve again to review the status of the US add on.

As well, if you are purchasing the same add on that you just had, there may be a 24 hour waiting period before adding a second one. You can avoid this by purchasing a different add on, or asking the customer support agents to reapply the same one.

[softech]

@Klancy   

you just renewed today and it was expired yesterday?  YOu are buying the exact same roaming add-on?

Re-buying exact same roaming addon usually needs to wait a full 24 hours or PM support needs to be involved..  Look like the 24 hours wait was not completed.  Please open ticket with PM support 

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

[esjliv]

@Klancy if you are at around the 10 day mark, then there is currently an issue with this. It is supposed to be 15 days, so contact CSA to get them to help you get services back.

­­­Public Mobile Representatives customer support­­­ agents (CSA) can be contacted by either two methods, found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent