USA data plan add on did not work

[Redondo]

Pre purchased a 10 day USA data plan to be able to check in for my flight once I got off a cruise ship in Bar Harbor Maine…tried several times to access internet and nothing worked, phone displayed T-Mobile as service but nothing.  Had to find wifi to be able to use internet.  How do I get refunded if that is a thing.

[darlicious]

@Redondo 

For future reference....once you purchase the US Roaming add on by completing both steps you should:

1. Enable roaming.
2. Reboot your phone.
3. Manually select at&t or T-Mobile. 
4. Ensure you have 4G LTE connectivity.

[Redondo]

Thanks will do

[softech]

@Redondo if you cannot use it at all, message PM support and ask 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

[Redondo]

Balance is $0. Shoes that I have the USA roaming (expired today or tomorrow.  Only needed it yesterday 

as I transit through USA and nothing.  Pretty sure I did all that was needed (2 step). Just maybe poor reception in Bar Harbor although I did get a text from Public Mobile as soon as I landed to say that adorns were available, but I had already purchased it and technically would still be valid if I was still in usa

[RossN]

@Redondo Hello  check in your available funds to see if your money is there also look under your data and add ons to see if there’s a line for your add on because it’s a two step process as @esjliv  mentioned

[esjliv]

@Redondo - did you purchase a Roaming Addon? Because if it was a regular USA addon, those only work whilst in Canada.

Also, just checking..does the funds you adding to buy the addon still show in your Available Funds area? If so, you missed the 2nd part of adding the addon. In that case, you can leave the funds there for future renewals.

Buying addons:

1-add funds

2-go back and add it to your account

Otherwise, you could see if CSA would refund.

[MrSpock]

@Redondo for a refund 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