topic Re: No Response For Add-On Issue in Get Support

No Response For Add-On Issue

rustynailzfrank — Wed, 05 Jan 2022 11:06:03 GMT

I've sent private msgs to Moderator Team a couple of days ago in regards to my U.S. Roaming issue and never received any responses. Why is my issue being ignored?

Re: No Response For Add-On Issue

Triguy — Thu, 25 Jul 2019 15:57:20 GMT

It can take 48 - 72 hours depending on workload for a response. If it has been more then 48 hours then try messaging them again.

Re: No Response For Add-On Issue

Anonymous — Thu, 25 Jul 2019 16:00:44 GMT

@rustynailzfrank wrote:
I've sent private msgs to Moderator Team a couple of days ago in regards to my U.S. Roaming issue and never received any responses. Why is my issue being ignored?

So what's the problem you're having? Maybe someone here can help you.

Re: No Response For Add-On Issue

JackQuint — Thu, 25 Jul 2019 16:27:05 GMT

@Triguy wrote:
It can take 48 - 72 hours depending on workload for a response. If it has been more then 48 hours then try messaging them again.

There are times it can be a lot longer than 72 hours. Agree that the OP should message again at 48 hours.

Re: No Response For Add-On Issue

rustynailzfrank — Thu, 25 Jul 2019 16:39:16 GMT

It is in regards to receiving a refund, I think only PM can handle this issue, but, I'm still waiting for response from them

Re: No Response For Add-On Issue

goldilock — Thu, 25 Jul 2019 16:41:37 GMT

Did you try dialing 611?

Re: No Response For Add-On Issue

rustynailzfrank — Thu, 25 Jul 2019 16:45:25 GMT

I thought they only handle issues through the community forum here?

Re: No Response For Add-On Issue

Anonymous — Thu, 25 Jul 2019 16:46:30 GMT

@rustynailzfrank wrote:
It is in regards to receiving a refund, I think only PM can handle this issue, but, I'm still waiting for response from them

Refunds are hard to come by. Account credit more likely. Yes only they can do that. Would you be willing to share why you've come to needing a refund? Bought in error? Didn't work? Are you still in the states?

Re: No Response For Add-On Issue

rustynailzfrank — Thu, 25 Jul 2019 16:55:32 GMT

I purchased the talk, text and data us roaming add-on...everything else worked...except the data would not work/connect....I'm back from the U.S., so I am looking if they can give me a credit/refund on the data portion of the add-on

Re: No Response For Add-On Issue

Anonymous — Thu, 25 Jul 2019 17:21:58 GMT

@rustynailzfrank wrote:
I purchased the talk, text and data us roaming add-on...everything else worked...except the data would not work/connect....I'm back from the U.S., so I am looking if they can give me a credit/refund on the data portion of the add-on

Does your cell data otherwise work here? (Not wifi.)

Re: No Response For Add-On Issue

rustynailzfrank — Thu, 25 Jul 2019 19:05:40 GMT

Yes, it does

Re: No Response For Add-On Issue

geopublic — Thu, 25 Jul 2019 19:25:51 GMT

@rustynailzfrank So you are asking for a $5 credit to cover the cost of the data portion of the US roaming add-on that did not work, correct? My advice would be to be patient it will get resolved.

If it was me, I wouldn't be upset even if it took weeks to resolve if it meant that the Moderator Team was busy resolving more urgent cases like roaming issues for customers that are currently in the US or a customer with an activated account that can't connect because their account was not provisioned properly.

Re: No Response For Add-On Issue

rustynailzfrank — Thu, 25 Jul 2019 20:32:20 GMT

That's correct...the $5 data portion. I'm not upset...just more wondering why I never got a response yet as it says they respond rather quickly...i'm a newbie, so just learning how things work around here.

Re: No Response For Add-On Issue

geopublic — Thu, 25 Jul 2019 20:36:16 GMT

@rustynailzfrank wrote:
That's correct...the $5 data portion. I'm not upset...just more wondering why I never got a response yet as it says they respond rather quickly...i'm a newbie, so just learning how things work around here.

@rustynailzfrank This week has been hectic for them judging by the number of voucher issues and suspended accounts. Hang in there and they will fix it for you.

Re: No Response For Add-On Issue

Anonymous — Thu, 25 Jul 2019 20:53:02 GMT

@rustynailzfrank wrote:
That's correct...the $5 data portion. I'm not upset...just more wondering why I never got a response yet as it says they respond rather quickly...i'm a newbie, so just learning how things work around here.

Well you're doing great. We had to kinda coax information outta ya but you're getting it. This place is what I call crowd-sourced techsupp. Customers are directed to come here and ask questions either directly to the moderators as you did or for other fellow customers to possibly help you and direct you to where you gotta go if need be. Very often we can get you going sooner than waiting for the moderators.

The moderators are the bottle-neck. This place seems to run on a shoe-string budget so the few people behind the scenes are backlogged. As geopublic said, they're overloaded with some recent current issues. Although truth be told, in my judgment, there've been deeper problems since about mid-March. But there are many thousands of customers (if not hundreds of thousands) going along with their service unhindered. Myself included.

Re: No Response For Add-On Issue

srlawren — Thu, 25 Jul 2019 20:54:21 GMT

@goldilock wrote:
Did you try dialing 611?

@goldilock for what? The only thing you can access that way is the IVR and I'm 100% sure you can't ask it for a credit for anything.

@rustynailzfrank wrote:
I thought they only handle issues through the community forum here?

@rustynailzfrank correct.

Re: No Response For Add-On Issue

goldilock — Thu, 25 Jul 2019 21:29:23 GMT

Yes you are correct, 611 is automated service. However for add-on purchases, it gets carried over to the next month if it's not used so I don't think you can get a credit back for it.

Re: No Response For Add-On Issue

geopublic — Thu, 25 Jul 2019 21:43:57 GMT

@goldilock wrote:
Yes you are correct, 611 is automated service. However for add-on purchases, it gets carried over to the next month if it's not used so I don't think you can get a credit back for it.

????

Re: No Response For Add-On Issue

srlawren — Thu, 25 Jul 2019 22:23:24 GMT

@goldilock wrote:
Yes you are correct, 611 is automated service. However for add-on purchases, it gets carried over to the next month if it's not used so I don't think you can get a credit back for it.

@goldilock US add-ons are limited to 10 days only and do not carry over.

Re: No Response For Add-On Issue

ShawnC13 — Thu, 25 Jul 2019 22:34:53 GMT

@rustynailzfrank wrote:
That's correct...the $5 data portion. I'm not upset...just more wondering why I never got a response yet as it says they respond rather quickly...i'm a newbie, so just learning how things work around here.

Do you have Data Roaming turned off in your settings? This could be the issue of having no data. Now, this will be a hard case to prove but the moderators may issue a credit for the $5 out of goodwill.