US roaming

[Sando90]

Hello,

I am requesting support regarding my US Roaming 5GB Data add‑on, which has not worked at all since activation. The add‑on still shows 0.00 GB used, while my $35 base plan data is being consumed instead.

I have followed every recommended troubleshooting step, including:

• Verified APN settings (sp.mb.com)
• Enabled Data Roaming
• Manually selected US networks (T-Mobile and AT&T)
• Switched network mode to LTE only
• Rebooted the device multiple times
• Turned Wi-Fi off to force mobile data usage
• Confirmed the roaming add-on is active with days remaining

Despite all of this, the roaming data never activated and remains unused. This indicates a technical issue with the provisioning of the add‑on.

Since the service did not work as intended, I am requesting a full credit applied to my account toward next month’s bill, please.

Thank you for your assistance.

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[hairbag1]

@Sando90 

Is your regular plan just a Canada plan or do you have Canada/ US / Mx regular plan ?

[softech]

@Sando90 

You mentioned you tried manually connecting to T-MOBILE and AT&T, but did you try connecting to Verizon?

And you disabled Mobile Data Limit on your phone?

If you really unable to get US roaming data working, check with PM CS agent.  They will likely able to reverse the transaction in such situation

Please open ticket with PM support:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
    Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Log In", finally click "Click here to submit a ticket ↗" 
    (if you cannot receive 2FA via SMS, click "Didn't Receive code" or "Resend Code" and choose "Send email" to get 2FA)
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 ticket submitted, CS Agent will reply to you there           

[Sando90]

Yes and It is not working as intended!

[Sando90]

I added the US roaming, data and talk as well. 

[hairbag1]

@Sando90 

Click on the orange bubble, lower right side of the page to start the process of getting Customer Support to look into it.

adding… is your current regular plan for Canada only or ??

[umnikke8]

Do you have a Canada-US or Canada-US-Mexico plan? If so, then things are working as intended.