Want refund or credit for US roaming packages that did not work

[adoronrun]

I recently returned my home to Vancouver BC from a trip to Washing state and New Hampshire. I was in the US from October 20th until October 31st. During that period, I purchased two $20 Text/talk US roaming packages but they did not work properly leaving me unable to make calls. I want a refund or credit for the cost of those packages. I have also submitted a ticket for this issue

adoronrun

[darlicious]

@adoronrun 

You can ask for a credit for the talk portion of the US Roaming bundles you purchased. Voice services are only available via T-Mobile's 2G network that is available but is location specific. Voice service does not work well while traveling in Washington state due to its mountainous terrain and when not traveling it depends on your location. New Hampshire could possibly have been better.....but voice services if they were able to connect to the 2G network requires you to have your network settings to be on the autoconnect setting of 4G LTE/3G/2G so that when a call is sent or recieved the phone will automatically switch to the 2G network for reception.

This limitation to pm's US Roaming add on service is mentioned in the "small print" of the Add ons section in your self serve account and the plans page on the website. You may find the linked post helpful for future US Roaming add on purchases.

https://productioncommunity.publicmobile.ca/t5/Get-Support/US-Roaming-Add-ons-Decommissioning-of-US-...

[Yummy]

To Contact CSA-agent; there are 2 methods:

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

If ticketing does not work very first time, contact agent directly.

- Send a private message to the CSA - agent by clicking Here

[hTideGnow · Accepted solution]

Hi @adoronrun AFAIK, PM will refund if you cannot use it,  just open ticket at : https://publicmobile.ca/chatbot.

First type Contact,
then select the only choice there: "Contact..",
from the list of , choose "Other"
finally click link the blue link about submit a ticket
Another page will open and just follow: .

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

If you have problems submitting a ticket, you can open ticket by private message (but this can take longer):

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437