topic Re: My US add on isn't working in Get Support

My US add on isn't working

MF — Wed, 05 Jan 2022 08:54:46 GMT

In December, I purchased a 200 minute US talk and text add on because my existing US add on was running low. I can see that the purchase went through on my account. When I try to call the US, however, I have no minutes available. Any suggestions?

Re: My US add on isn't working

hairbag1 — Sun, 24 Mar 2019 02:31:22 GMT

@MF wrote:
In December, I purchased a 200 minute US talk and text add on because my existing US add on was running low. I can see that the purchase went through on my account. When I try to call the US, however, I have no minutes available. Any suggestions?

What do you see when you log into My Account / Data & Add-ons ? Any of your 200 minutes available ?

Re: My US add on isn't working

MF — Sun, 24 Mar 2019 02:32:56 GMT

Nothing is there. But it seems improbable that I went through 200 minutes and whatever else was left over from my last add on. My last add on lasted over two years.

Re: My US add on isn't working

MF — Sun, 24 Mar 2019 02:35:21 GMT

I'm wondering if the old US talk add on ran out and the one purchased in December hasn't kicked in somehow.

They both show up under my add ons¯\_(ツ)_/¯

Re: My US add on isn't working

hairbag1 — Sun, 24 Mar 2019 02:39:10 GMT

Is it posssible you've used the time ? As you know, they don't expire until you've used them up...long as your account stays active..

Re: My US add on isn't working

hairbag1 — Sun, 24 Mar 2019 02:42:22 GMT

Did you get the US Talk & Text Roaming add-on ? That only works whilst you're in US.

Re: My US add on isn't working

will13am — Sun, 24 Mar 2019 02:46:41 GMT

Add-on purchase is two steps. If you are not seeing the minutes in the overview, do you see the funds you put into the account for buying the add-on? If so then you haven't completed step 2. Just go back to the account and purchase the add-on using the account funds.

Re: My US add on isn't working

hairbag1 — Sun, 24 Mar 2019 02:49:31 GMT

@will13am

customer originally said a 200 min talk & text add-on. I can't find one other than the US Roaming package.

Re: My US add on isn't working

MF — Sun, 24 Mar 2019 02:52:13 GMT

Ok, my bad. It's called 200 minutes US and Canada long distance.

Re: My US add on isn't working

MF — Sun, 24 Mar 2019 02:56:40 GMT

If I look at my account for the last 6 months, it is listed as a purchase that was done on December 7. If go to purchase add one, it is listed along with the 400 minute US add on that was purchased over 2 years ago.

Re: My US add on isn't working

hairbag1 — Sun, 24 Mar 2019 02:58:48 GMT

@MF wrote:
Ok, my bad. It's called 200 minutes US and Canada long distance.

As suggested by @will13am , confirm that you selected the add-on after you paid for it. Maybe the $8 is sitting in Available Funds.

Re: My US add on isn't working

Anonymous — Sun, 24 Mar 2019 03:04:27 GMT

@MF

So what is not working? Maybe you're trying to call one of those numbers that are not callable for some reason.

Maybe post a screenshot of your overview page and payment history from when you think you bought it. Blank out personal info of course.

Re: My US add on isn't working

MF — Sun, 24 Mar 2019 03:04:30 GMT

The balance isn't sitting there. It looks like I paid on December 7th according to my payment history.

Re: My US add on isn't working

MF — Sun, 24 Mar 2019 03:06:21 GMT

Here it is. I can also upload my payments if that will help.

Re: My US add on isn't working

Anonymous — Sun, 24 Mar 2019 03:07:23 GMT

@MF wrote:

Here it is. I can also upload my payments if that will help.

And overview page.

712-432, 605-562, 641-552, 605-475, 605-477, 712-775, 559-726, 530-881 by the way.

Re: My US add on isn't working

MF — Sun, 24 Mar 2019 03:08:01 GMT

Also, I'm only calling my family, and I know the phenomenon numbers are fine.

Re: My US add on isn't working

MF — Sun, 24 Mar 2019 03:21:17 GMT

edited by computergeek541: screenshot removed because it contains personal information (account number)

Re: My US add on isn't working

Anonymous — Sun, 24 Mar 2019 03:17:18 GMT

@MF wrote:
Overview page

Yup. 200 minute add-on. 0 of 200 too.

Can I assume you have long since restarted the phone?

Do you have any dialer blocks whatever they might be called?

The numbers are not toll free numbers?

Re: My US add on isn't working

sandpublic — Sun, 24 Mar 2019 03:24:25 GMT

@MF wrote:
The balance isn't sitting there. It looks like I paid on December 7th according to my payment history.

It is very difficult to try and determine what happened without all the details. At this point there a three possibilities:

Minutes were used up (Highly unlikely)
A US roaming addon was accidently purchased instead of a US LD addon (?)
PM system error

The only way to find out 100% is to send the @CS_Agent a private message and ask them to investigate. They should be able to determine fairly quickly what happened.

*Edit: I did not see account posting while typing this reply. Sending a moderator a private message is still the best thing to do at this point.

Re: My US add on isn't working

MF — Sun, 24 Mar 2019 03:21:14 GMT

No blockers, I've restarted my phone, and I'm calling family, so not toll free numbers.

I got notification that I was out of minutes yesterday. I assumed that was from the 400 minute long distance add on I purchased years (seriously) ago.