Us data add on didn’t work

[johnmason]

I purchased a Usa data add on for a 5 day trip to the states last week. It didn’t work at all. I’m now back an I can see no usage of the add on in my account.

id like the full $25 refunded and ideally like to know why it didn’t work.

im now considering leaving public mobile as not having Usa data last week was a major inconvenience and cost me money trying to work around it with other wifi locations. 

[DennyCrane]

More details needed. Without that all I can think is that you forgot to enable roaming on your actual device. Or possibly you were in a location with no service. 

[softech]

@johnmason   this is the support model here

In fact, if you look around, Rogers/Fido/Telus/Koodo/Bell, they all have communities and hope they can leave some support done within the Communities.  Yes, except PM really pushing hard and making it the "1st level" support, but you get a slightly cheaper plans (with rewards) in return

So, why is "this is really annoying me"?  We are all helpful and other members  are really knowledgeable (sadly not me, I am still learning from the Pros here).  Trust me, some of those very knowledgeable members in fact understand the PM system better than some of the the agents, these members just don't have access to your account to complete everything for you 

for the US roaming, where were you? which state or city?  Do you see your phone able to connect to T-Mobile ?  did you enable Data roaming on your phone?

Yes, it is too late now, I think PM support will be able to reverse the transaction if they see there was no usage at all.  Please open ticket with support:

1. Please open ticket via Chatbot (requires access to My Account) using direct link: https://publicmobile.ca/chatbot.

Start by typing "Contact agent ", then click "Contact Us", then click "Other", click "Click here to submit a ticket ↗""
Next, enter your Community login, then enter your question.  Finally use My Account login or 4 digits PIN to validate.

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

[DDM69]

@johnmason Public Mobile is self service. This is what you signed up for.
It’s unfortunate you had some difficulties. Usually when someone has issues with the US add on not working, it’s because they made a mistake with the purchase.
If it’s annoying you that much, I’d recommend you find another provider that will provide perfect service without ever having an issue. Good luck. 

[LitlLdy]

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@johnmason wrote:

This is so annoying. Make it easy to find your actual help/support agents.

this is really annoying me

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@johnmason , at the top of this page select “Get Help”. That page will tell you how to submit a support ticket to Public Mobile Customer Support Agent “CSA” or use @HALIMACS suggestion & links to contact them!

Edit: You’re welcome even though we are not obliged to help you in any way since no we do not work for Public Mobile but we do help each other on here when we’re able to. We also get annoyed at times when trying to help those that do not appreciate it & incapable of saying thank you which cost absolutely nothing!

[HALIMACS]

@johnmason 

• are you certain you bought a US roaming add-on, and not a long distance add on which is only for calling from Canada to there
• when you were in the US, did you manually connect your device to the T mobile network
• if trying to call, did you force your phone to 2G as the 3G network in the US has been decommissioned
• did you take note that the roaming add-ons are only good for 15 days from the moment if purchase, after that they disappear

[HALIMACS]

@johnmason 

well, we’ll try not to take any offense, but here’s how:

To contact a Customer Support Agent, there are 2 methods:

1. Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request).  Click the result which states Click here to submit a ticket and follow the prompts,  or, 

2. Send a private message to the Customer Support Agent by clicking here  You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

[computergeek541]

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@johnmason wrote:

This is so annoying. Make it easy to find your actual help/support agents.

this is really annoying me

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Posting a message here is unlikely to get a customer support agent to respond. That requires a ticket to be opened using the chatbot.  What types of questions did yuou have?

[johnmason]

This is so annoying. Make it easy to find your actual help/support agents.

this is really annoying me