topic Re: International Talk/Text Addon not working in Get Support

International Talk/Text Addon not working

KerriC — Tue, 04 Jan 2022 09:41:07 GMT

I am currently in the USA and had to purchase the talk/text $15 addon so I can use my phone here as my previous addon expired. They took my payment this morning however the addon is still not showing in my account and I am not able to make/receive any calls or texts. Does anyone have and info as to what might have gone wrong as I have never had this problem before.

Re: International Talk/Text Addon not working

Dunkman — Sun, 02 Jan 2022 22:28:31 GMT

@KerriC

Purchasing an add on is a two step process. You likely loaded the funds to your available funds. Do you see $15 in your available balance?

You will now need to purchase the 10 day US roaming addon.

Re: International Talk/Text Addon not working

esjliv — Sun, 02 Jan 2022 22:28:48 GMT

@KerriC wrote:
I am currently in the USA and had to purchase the talk/text $15 addon so I can use my phone here as my previous addon expired. They took my payment this morning however the addon is still not showing in my account and I am not able to make/receive any calls or texts. Does anyone have and info as to what might have gone wrong as I have never had this problem before.

@KerriC - the funds must still be showing in your Available Funds area.

You need to complete the next and last step now. 1st step was add funds.

2nd step:

Go back to your addon section and select the addon to add it to your account.

Re: International Talk/Text Addon not working

Anonymous — Sun, 02 Jan 2022 22:30:21 GMT

@KerriC : Since you seem familiar with adding add-ons already but I'll mention it anyway...buying add-ons is 2 steps. Add money and then buy add-on. It seems like you've bought it but you've only added money.

The other thing is, do you see the roaming lines after clicking Plan Details?

Then make sure you're connected to either T-Mobile or AT&T and of course you have signal.

Edit: whammo speedies around here

Re: International Talk/Text Addon not working

KerriC — Sun, 02 Jan 2022 22:29:45 GMT

Thanks but I already did the 2 step process. Shows in my payment history it went through as well as my bank.

Re: International Talk/Text Addon not working

KerriC — Sun, 02 Jan 2022 22:31:18 GMT

Did the 2 step process and it said was successful. Shows I am connected to AT&T will full bars. Restarted phone as well, etc nothing still

Re: International Talk/Text Addon not working

esjliv — Sun, 02 Jan 2022 22:34:14 GMT

@KerriC wrote:
Thanks but I already did the 2 step process. Shows in my payment history it went through as well as my bank.

@KerriC if it is not showing in your Overview section of your account, and the funds are still showing in your Available Funds area, you DID NOT complete the 2nd step yet.

Just go back and add the addon you want to add to your account.

Wording is not great...add / purchase, etc.

You need to ADD it now to be able to use it.

Re: International Talk/Text Addon not working

KerriC — Sun, 02 Jan 2022 22:35:38 GMT

Shows I have 0 funds available.

Re: International Talk/Text Addon not working

KerriC — Sun, 02 Jan 2022 22:37:51 GMT

When i look at addon options now the one i already purchased is not offered. This is not the issue as I have made multiple addon purchases over the years and only ever had this problem now

Re: International Talk/Text Addon not working

Anonymous — Sun, 02 Jan 2022 22:38:17 GMT

@KerriC

do Rebooting your phone ,This is quick and simple,to refreshing your network,

*what is meant by rebooting the device turn off and turn it back on.

make sure enable roaming on,
Try manually selecting either of AT&T or T-Mobile, whichever works best for you,
for Re-Purchase Add-ons you need to wait 25 hours after the expiry first Purchase Add-ons or you need to Contact Customer Support Agent by CS_Agent, to do it for you....

Re: International Talk/Text Addon not working

hairbag1 — Sun, 02 Jan 2022 22:58:52 GMT

@KerriC...just wondering if you didn't accidentally buy the wrong add-on. For use while in USA, you need the $15 10 Day US roaming Talk/text option.

You didn't buy the $15 US Long Distance add-on by mistake...did you ?

edit; log in to your account / Plan Detail to view US Roaming add-ons.

Re: International Talk/Text Addon not working

Dunkman — Sun, 02 Jan 2022 22:41:15 GMT

@KerriC

Customers have to wait about 24 hours after the 1st US roaming add is expired before they can purchase the same US roaming package. It does not show as available until about 24 hours after expiry of 1st package.

Maybe screenshot your payment history page and the overview page showing the Data and Add on section. That would provide useful information. Omit any personal information.

Re: International Talk/Text Addon not working

esjliv — Sun, 02 Jan 2022 22:41:23 GMT

@KerriC wrote:
Shows I have 0 funds available.

@KerriC well, the funds must have went somewhere then. When did you purchase them?

Roaming addons only last 10 days. And start from the date of purchase (whether you are using the service or not).

Do you see the Roaming Addon under your Overview section?

If you like you can post a screenshot of our overview area.

I know you said you see A&T, when you go to the Mobile Connections in your device, can you also try to manually select the network? Maybe try selecting something else, than going back to reselect the correct network.

Try a reboot of our phone, it couldn't hurt.

Re: International Talk/Text Addon not working

esjliv — Sun, 02 Jan 2022 22:44:16 GMT

@KerriC wrote:
When i look at addon options now the one i already purchased is not offered. This is not the issue as I have made multiple addon purchases over the years and only ever had this problem now

@KerriC - okay, so you have purchased these before then?

The same roaming adds have a glitch, apparently you need to wait the full 240 hours after the first one was purchased.

So, wait that full 10 days (240 hours), OR ask Customer Support to get this one added for you if this is this particular issue.

Re: International Talk/Text Addon not working

KerriC — Sun, 02 Jan 2022 22:44:03 GMT

I purchased the correct one (have to do so every 11 days while i am heere in the USA as it the same addon i continue to get) Funds wwere added to my account then i make the purchase. Account now shows $0. vewrified through my bank and in my transaction history that this was purchased but it does NOT show under my addon's as it usually does

Re: International Talk/Text Addon not working

KerriC — Sun, 02 Jan 2022 22:45:57 GMT

The addon on does not ow in my overview section. This is my issue! Yes i tried manually selecting between AT&T ansd T-mobile both full bars but nothing

Re: International Talk/Text Addon not working

hairbag1 — Sun, 02 Jan 2022 22:46:12 GMT

@KerriC wrote:
I purchased the correct one (have to do so every 11 days while i am heere in the USA as it the same addon i continue to get) Funds wwere added to my account then i make the purchase. Account now shows $0. vewrified through my bank and in my transaction history that this was purchased but it does NOT show under my addon's as it usually does

It's a long-shot...try shutting phone down and restarting.

Sounds like another PM add-on glitch.

Re: International Talk/Text Addon not working

esjliv — Sun, 02 Jan 2022 22:46:53 GMT

@KerriC wrote:
I purchased the correct one (have to do so every 11 days while i am heere in the USA as it the same addon i continue to get) Funds wwere added to my account then i make the purchase. Account now shows $0. vewrified through my bank and in my transaction history that this was purchased but it does NOT show under my addon's as it usually does

@KerriC

Was your account due to renew!? Maybe the funds you added renewed your plan instead of added the addon?

Can you log out of Self Serve, clear you cache/cookies or open a tab in incognito mode then log in again. Does it show then? If still having issues to get this on your account ask a CSA to help:

https://www.publicmobile.ca/en/on/get-help/articles/contact-a-moderator

Re: International Talk/Text Addon not working

KerriC — Sun, 02 Jan 2022 22:47:11 GMT

Tried shutting off my phone aswell.....nothing

Re: International Talk/Text Addon not working

Dunkman — Sun, 02 Jan 2022 22:49:24 GMT

@KerriC

Then it looks like a glitch with your purchase. You will need to contact customer service agent (CSA). Click on the chat icon on right lower corner of website. Follow prompts to submit ticket for CSA help.