add-ons

[danlik]

I purchased US Roam-Talk Txt 3 GB Data(15d) on January 29th (have an invoice confirmation) but the plan was not activated - I wasn't able to connect to internet on 29th/30th and on 31st wasn't even able to text - received an automated response "Sorry your plan does not include sending texts while in the US etc."
I would like my account to be credit for the amount of the invoice $30 + HST.
Thank you.

Daniela

[HALIMACS · Accepted solution]

@danlik 

I don't know if it was in error, but at around the time you posted that you created a ticket, you also sent me a Private Message requesting a refund.   

It's possible you may not have submitted a ticket (or maybe you did) to Public Mobile customer support.

I responded by Private Message much the same as I'm replying here.  (you'll see my reply in the envelope icon upper right)

To submit a ticket, do so by clicking here 

You’ll need to be logged into your Community account for the link to work.

[HALIMACS]

You're welcome @danlik 

[danlik]

ticket created... thanks for your help

[danlik]

I was not able to use the add-on at all for two days after paying for it.
It's not an issue of cities... PM didn't activate the plan of whatever they need to do for customers to use an ad-on.

[danlik]

thank you, will remember that for next time!

[hTideGnow]

Hi @danlik 

which city you were able to use the roaming and which city you cannot?  

[dabr]

@danlik   Lol...I always get lost when going to a new place despite getting the directions (Google Maps) beforehand.  That's why I prefer Google's live directions if heading somewhere unfamiliar now.. 😊

[dust2dust]

For next time, you can download map areas in Google Maps and use them offline without the need for data. When you turn on the location services (GPS) it will place you on the map. You won't get live directions or anything but you know how to read a map right? 🙂

[danlik]

no, I have returned January 31st evening.  Basically needed the add-on for 2 days to drive through Atlanta since my GPS is 1 year old and out-of-date.  So of course I got lost in Atlanta... very upsetting.

[dust2dust]

Are you still in the US?

[dabr]

@danlik   Only customer support will be able to apply any account credit for a service that didn't work and we know roaming talk especially has had issues.  Submit a ticket via chatbot here:  https://www.publicmobile.ca/get-help

[HALIMACS]

@danlik 

while in the US, did you try to manually connect to the T mobile network?

Either way, support will likely refund you the amount of the add on and add it to your available funds as there are lots of user problems with their US roaming add ons.

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.