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US roaming package not working

scharfg
Good Citizen / Bon Citoyen

i purchased the US talk/text/data package yesterday for my iPhone 6 OS 12.5.5.

 

I turned the data roaming on and set it to AT and T, and turned on airplane mode then off to reset, no connection.

 

I followed the suggestions posted by others on the PM community forum but no luck, it still says ‘searching’, I restarted my phone as well.

 

Funny/strange thing is when I was in San Fran last week with the same phone the local cell network would show up on my phone and I received a text message from Public Mobile when I crossed into the US, this time I didn’t get a text message and the US cell carrier is not on the top left of my screen (I didn’t purchase a US roaming package when I was in SF to test it, used the wife’s phone).

 

How do I fix this or get a refund...?

 

I’m in the US for the next 8 days...

 

thanks in advance!

 

 

5 REPLIES 5

BKNS27
Mayor / Maire

@scharfg 

Did you try to see if T-Mobile works?

If it doesn’t work, you will need to contact a CS_Agent and explain your issue and ask for a refund.

 

AT&T stop using 3G on February 22, 2022 but iPhone 6 or newer should still work on their network.

esjliv
Mayor / Maire

@scharfg - can you confirm your account is still Active? Addons will only work on Active plans.

 

Is this the same addon you purchased within a 10 day period? There is a glitch that if you do not wait the full 10 days (+24 hours after, i know strange!) that it will not let you add the SAME addon successfully. So, if you cannot wait, then you can purchase a different Roaming addon type, or ask CSA to add it on for you.

 

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

 

Get Help Article and Roaming and things for reference:

https://www.publicmobile.ca/en/bc/get-help/articles/us-roaming#:~:text=Troubleshooting%20U.S.%20Roam...

wdaxley
Great Neighbour / Super Voisin

I had the same problem recently in Montana.  Purchased US Talk, Text and Data and it did not work 75% of the time.  How do i request a refund ?  I find it extremely frustrating trying to get help from Public Mobile and I have been a customer for at least two years.

 

Hi @wdaxley   did you try to connect to both T-Mobile and AT&T network?  

 

To request a refund because it wasn't working, open ticket with CS agent, usually they will approve that

 

at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

start by typing : Contact CS Agent
then Click "Contact Us"
then Click "Other"
finally Click "Click here to submit a ticket"
you will then direct to another page to open ticket.

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

If you have problems submitting a ticket, you can also send a private message to the CS Agent (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

scharfg
Good Citizen / Bon Citoyen

Yes my account is active.

 

i picked Att.

 

ill request a refund thank you!