topic Re: US roaming data not working in Get Support

US roaming data not working

Emsuzzz218 — Wed, 05 Jan 2022 07:15:05 GMT

Purchased the 500mb US roaming data add-on before boarding a plane this morning, now I’m stuck using wifi at the airport until I can figure this out.

I used 611 to purchase the add-on. It said in the first step that $20 had been successfully added to my account. In the second step it said the add-on had been added and if that was the only reason for my call, hang up.

The public mobile website is showing my balance still at $20, and on the overview page does not show the add on. However the add-on page does show the add-on, even though my balance is still $20.

Help please!

Re: US roaming data not working

stonechucker — Mon, 22 Oct 2018 14:30:56 GMT

@Emsuzzz218, you need to remove your images and edit them before re-posting. You are sharing your account number and other possible personal information as they currently are.

As the addon is showing, it should be active. Have you turned on data and roaming on your cell phone?

Re: US roaming data not working

mimmo — Mon, 22 Oct 2018 14:31:40 GMT

Can you show payment history page?

Seems to have worked for some situations. Enable lost stolen phone mode the wait 5 minutes then enable found phone.

Edit is data roaming on?

Re: US roaming data not working

Emsuzzz218 — Mon, 22 Oct 2018 14:49:41 GMT

Oh good point, edited now.

Data and data roaming are both on. I’ve turned them on and off again, as well as restarting the phone several times.

Re: US roaming data not working

Emsuzzz218 — Mon, 22 Oct 2018 14:51:38 GMT

The add-on doesn’t appear in my transactions

Re: US roaming data not working

Emsuzzz218 — Mon, 22 Oct 2018 14:54:24 GMT

Trying lost phone setting now. 5 minutes on the clock...

Re: US roaming data not working

stonechucker — Mon, 22 Oct 2018 14:54:35 GMT

@Emsuzzz218, there is still private info showing on your images.

I've looked again, did you re-add the addon via Self-Serve? It's a two-step process. The first step is to add the money, the second step is re-add the add-on. Give that a shot, as it may be easier within the web app.

I thought it was listed previously, I do not see it now (my mistake).

Re: US roaming data not working

ShawnC13 — Mon, 22 Oct 2018 14:56:34 GMT

@Emsuzzz218, if you were to go and look at buying this addon again is it listed as an option? If it is it means it hasn't been added to your account as you can't stack the same US roaming addons. So if you see this option listed I would select it and let it take the money from your Available funds. Also see if you can manually select the T~Mobile or AT&T networks

Re: US roaming data not working

mimmo — Mon, 22 Oct 2018 14:58:24 GMT

Re: US roaming data not working

Emsuzzz218 — Mon, 22 Oct 2018 15:01:19 GMT

What info are you seeing?? I edited out my name, account number...

Also, as I said in the original post I bought it using 611. Did both steps, again, as I said in the original post. Shall I go ahead and repeat that I have data roaming on?

Self-serve doesn’t offer 500mb US data roaming, only 611 does that.

Re: US roaming data not working

Emsuzzz218 — Mon, 22 Oct 2018 15:03:49 GMT

Only 611 offers the add-on I purchased. You can not purchase 500mb US roaming data on the website.

Re: US roaming data not working

ShawnC13 — Mon, 22 Oct 2018 15:08:57 GMT

@Emsuzzz218 wrote:
What info are you seeing?? I edited out my name, account number...

Also, as I said in the original post I bought it using 611. Did both steps, again, as I said in the original post. Shall I go ahead and repeat that I have data roaming on?

Self-serve doesn’t offer 500mb US data roaming, only 611 does that.

Self serve does offer the 500mb and it is $15. So if you aren't seeing it in self serve it should be added to your account now we just need to figure out why it isn't activated.

Re: US roaming data not working

Emsuzzz218 — Mon, 22 Oct 2018 15:10:28 GMT

Oh I caught it. **bleep**. I’m so sleep deprived rn... and really pretty upset this is happening.

Re: US roaming data not working

ShawnC13 — Wed, 24 Oct 2018 20:51:29 GMT

@Emsuzzz218 wrote:
Oh I caught it. **bleep**. I’m so sleep deprived rn... and really pretty upset this is happening.

@Emsuzzz218, did this get resolved?