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Great Neighbour / Super Voisin

roaming

Hi all:

I bought the add-on for US roaming, data, talk and text. It doesn't seem to be working. I keep getting the message: "Sorry your current plan does not include US roaming text messaging,,," even though it went through on lmy credit card $20 plus tax. HELP! I'm in Hawaii and I need to text my kids back home in Canada.


Accepted Solutions
Highlighted
Mayor / Maire

Re: roaming


@angelamachuik wrote:

Hi all:

I bought the add-on for US roaming, data, talk and text. It doesn't seem to be working. I keep getting the message: "Sorry your current plan does not include US roaming text messaging,,," even though it went through on lmy credit card $20 plus tax. HELP! I'm in Hawaii and I need to text my kids back home in Canada.


@angelamachuik Many customers are reporting issues with the US roaming addons for the past couple of days. Best to submit a ticket to PM @Moderator_Team for a resolution. If you have access to wifi maybe try to contact your kid via Google Duo or FaceTime. Google Hangouts dialer is also another app to use for making calls

To submit a ticket to PM do the following:

stpm-new.png

 

 

View solution in original post


All Replies
Highlighted
Mayor / Maire

Re: roaming


@angelamachuik wrote:

Hi all:

I bought the add-on for US roaming, data, talk and text. It doesn't seem to be working. I keep getting the message: "Sorry your current plan does not include US roaming text messaging,,," even though it went through on lmy credit card $20 plus tax. HELP! I'm in Hawaii and I need to text my kids back home in Canada.


The US Roaming Add-ons have been acting glitchy for the past couple of days. Seems like only data works...sometimes.

You can try a free app like TextNow which will allow you to make free calls and texts as long as you have a robust wifi signal.

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Retired Oracle / Oracle Retraité

Re: roaming


@angelamachuik wrote:

Hi all:

I bought the add-on for US roaming, data, talk and text. It doesn't seem to be working. I keep getting the message: "Sorry your current plan does not include US roaming text messaging,,," even though it went through on lmy credit card $20 plus tax. HELP! I'm in Hawaii and I need to text my kids back home in Canada.



@angelamachuik wrote:

Hi all:

I bought the add-on for US roaming, data, talk and text. It doesn't seem to be working. I keep getting the message: "Sorry your current plan does not include US roaming text messaging,,," even though it went through on lmy credit card $20 plus tax. HELP! I'm in Hawaii and I need to text my kids back home in Canada.


I suggest logging into Self Serve and checking if the add-on was actually added or if the the $20 balance was added to your account balance. If you see an extra $20 in your account balance, that means that the add-on was never purchased. When purchasing an add-on, the self serve system will not allow it unless the funds are already in the account. So if you they're not there, all goign through the process does is apply a top up. You woul then need to go through the procedure again to make the actual purchase.

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Retired Oracle / Oracle Retraité

Re: roaming


@hairbag1 wrote:

@angelamachuik wrote:

Hi all:

I bought the add-on for US roaming, data, talk and text. It doesn't seem to be working. I keep getting the message: "Sorry your current plan does not include US roaming text messaging,,," even though it went through on lmy credit card $20 plus tax. HELP! I'm in Hawaii and I need to text my kids back home in Canada.


The US Roaming Add-ons have been acting glitchy for the past couple of days. Seems like only data works...sometimes.

You can try a free app like TextNow which will allow you to make free calls and texts as long as you have a robust wifi signal.


Yes, I've been reading a lot about that, so if the add-on was added to the account properly, this could be another one of these situations. A bunch of people seem to be trying to figure this out at this point.

Highlighted
Mayor / Maire

Re: roaming


@angelamachuik wrote:

Hi all:

I bought the add-on for US roaming, data, talk and text. It doesn't seem to be working. I keep getting the message: "Sorry your current plan does not include US roaming text messaging,,," even though it went through on lmy credit card $20 plus tax. HELP! I'm in Hawaii and I need to text my kids back home in Canada.


@angelamachuik Many customers are reporting issues with the US roaming addons for the past couple of days. Best to submit a ticket to PM @Moderator_Team for a resolution. If you have access to wifi maybe try to contact your kid via Google Duo or FaceTime. Google Hangouts dialer is also another app to use for making calls

To submit a ticket to PM do the following:

stpm-new.png

 

 

View solution in original post

Highlighted
Great Neighbour / Super Voisin

Re: roaming

thank you so much for your help!


@geopublic wrote:

@angelamachuik wrote:

Hi all:

I bought the add-on for US roaming, data, talk and text. It doesn't seem to be working. I keep getting the message: "Sorry your current plan does not include US roaming text messaging,,," even though it went through on lmy credit card $20 plus tax. HELP! I'm in Hawaii and I need to text my kids back home in Canada.


@angelamachuik Many customers are reporting issues with the US roaming addons for the past couple of days. Best to submit a ticket to PM @Moderator_Team for a resolution. If you have access to wifi maybe try to contact your kid via Google Duo or FaceTime. Google Hangouts dialer is also another app to use for making calls

To submit a ticket to PM do the following:

stpm-new.png

 

 


thank you so much for your help

Highlighted
Mayor / Maire

Re: roaming


@angelamachuik wrote:

Hi all:

I bought the add-on for US roaming, data, talk and text. It doesn't seem to be working. I keep getting the message: "Sorry your current plan does not include US roaming text messaging,,," even though it went through on lmy credit card $20 plus tax. HELP! I'm in Hawaii and I need to text my kids back home in Canada.


@Tiana_V  Many customers are reporting similar issues with US roaming addons not working. Maybe if this is a system wide issue it would be best to acknowledge the problem and make an appropriate announcement.

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Oracle

Re: roaming


@geopublic wrote:

@angelamachuik wrote:

Hi all:

I bought the add-on for US roaming, data, talk and text. It doesn't seem to be working. I keep getting the message: "Sorry your current plan does not include US roaming text messaging,,," even though it went through on lmy credit card $20 plus tax. HELP! I'm in Hawaii and I need to text my kids back home in Canada.


@Tiana_V  Many customers are reporting similar issues with US roaming addons not working. Maybe if this is a system wide issue it would be best to acknowledge the problem and make an appropriate announcement.


@geopublic  

here is the response I got from PM when I posed the question to them earlier today.  I was hoping that they would have made a public announcement.

 

@Tiana_V wrote:
@ShawnC13 wrote:

@Tiana_V, over the last couple of days there has been a large number of community members coming on here stating that they are not able to use the calling or texting features of the US roaming addons.  The data seems to be working but does PM know what the issue could be with the calling and texting features on this Addon

 Thanks for highlighting this issue! Our team has already identified it and is currently investigating. I will be providing updates as necessary. 


* I am happy to help, but I am not a MOD please do not include any personal info in a private message to me, click the "?" in the bottom right to create a trouble ticket *
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Good Citizen / Bon Citoyen

Re: US roaming and data add on failure

This is not a recent problem. I experienced this problem on Oct 16 2019 while in US. I was pretty sure I purchased the right add on for $20 but was told the same message "Sorry your current plan does not include US roaming text messaging,,,". I asked PM for assistance on the problem and for remimbursement but was told by several PM members that I simply selected the wrong add on. Now I'm not so sure as I see there are becomoing more and more members experiencing the same problem. Will be watching for PM's resolution explaination on this issue.

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Great Neighbour / Super Voisin

US roaming worked perfectly for me

Added US roaming yesterday, and the add-on was active.  Arrived in the US today, restarted the phone, let it auto-select the mobile network (T-mobile) and it worked perfectly within a few minutes.