topic Re: Add-on Data - Not being applied in Get Support

Add-on Data - Not being applied

boshek — Tue, 04 Jan 2022 17:56:43 GMT

Hi there,

I have bought additional add-on data. Mine has expired. 1 gig of it. I can see that my available funds are $30 but the data was not added as I can't access data on my phone.

Any ideas?

Thanks in advance!

Sam

Re: Add-on Data - Not being applied

Luddite — Mon, 18 Jul 2016 17:06:46 GMT

Add-ons are not automatically renewed when used up. You must log into your self serve account and click "Purchase Add-ons". Have you done that and still no service?

Re: Add-on Data - Not being applied

Shazia_K — Mon, 18 Jul 2016 17:08:58 GMT

Hello @boshek,

I'm sorry about this,

I was able to add the data add-on for you without any issues 🙂 can you please reboot your phone?

Were you using your self-serve account to add the add-on?

Thanks,

Shazia

Re: Add-on Data - Not being applied

boshek — Mon, 18 Jul 2016 17:22:56 GMT

@Shazia_K - Thank you

However, this created another weird problem that I will keep here in case it is related to this issue.

I am using an iPhone. When my data was off I turned off iMessage so that I would still receive SMS. Then after @Shazia_K great help I was able to access data. Then I went to turn iMessage back on and I received this message:

"iMessage unavailable. Turn on cellular data or use Wi-Fi to set up iMessage"

Weird. So I went to my settings and data was already turned on. I have tried re-booting my phone several times. Any ideas?

Re: Add-on Data - Not being applied

Luddite — Mon, 18 Jul 2016 19:43:39 GMT

Confirm the settings in iMessage itself:

Send as SMS: on

Send & Receive: phone number is correct as +1 (xxx) yyy-xxyy

MMS: on

Also try a Network Reset with iMessage off; rebooting does not reset network settings

Re: Add-on Data - Not being applied

boshek — Mon, 18 Jul 2016 19:48:25 GMT

Only MMS Messaging option is available to toggle and that is marked as on.

Thanks for the reply.

Re: Add-on Data - Not being applied

Shazia_K — Mon, 18 Jul 2016 19:50:20 GMT

@boshek,

Can you try @Luddite's suggestion please?

Let us know if that helped, if not we will troubleshoot further.

Thanks,

Shazia

Re: Add-on Data - Not being applied

Luddite — Mon, 18 Jul 2016 19:51:01 GMT

Which model/iOS?

You should still be able to do a Network Reset.

Re: Add-on Data - Not being applied

boshek — Mon, 18 Jul 2016 19:56:37 GMT

iOS: 9.3.2

Model: iPhone 5

Will the network reset restore facotry defaults? Will I need to do further modification to regain access to the Public mobile network?

Re: Add-on Data - Not being applied

Luddite — Mon, 18 Jul 2016 19:58:00 GMT

OK same as me

Settings >> General >> Reset >>> Reset Network Settings

This will cause your phone to find PM again and hopefully iMessage too. You will have to reinstall any wifi passwords though.

Re: Add-on Data - Not being applied

boshek — Mon, 18 Jul 2016 20:02:59 GMT

Hi @Luddite,

Unfortunately that did not solve the issue.

Any other ideas?

Re: Add-on Data - Not being applied

Luddite — Mon, 18 Jul 2016 20:12:58 GMT

If you did have iMessage off when you reset the Network, and the correct phone number shows in Settings >> Messages >> Send & Receive, then sorry I am out of ideas. @Shazia_K may have some.

In future just leave iMessage on, it defaults to SMS if there is no data. (provided you have set Send as SMS on)

Whoops, on last thought. Just wait, iMessage seems to be self healing at times.

Re: Add-on Data - Not being applied

boshek — Mon, 18 Jul 2016 20:16:00 GMT

I must not have iMessage set to "Send as SMS". Because once my data is gone, I no longer can send or receive messages.

Once I am on a wifi network with my phone I will also try taking out the sim card, putting back in an rebooting.

Thank you for your help!

Sam

Re: Add-on Data - Not being applied

Luddite — Mon, 18 Jul 2016 20:19:02 GMT

I have exactly the same phone and iOS. Settings >> Messages has a scrollable list with several options.

Odd you cannot see them.

Re: Add-on Data - Not being applied

Shazia_K — Mon, 18 Jul 2016 20:28:51 GMT

@boshek,

Did you try :

1:Disable iMessage.

1. Select General

2.Select Reset.

3.Reset Network Settings

4. Enable iMessage.

Re: Add-on Data - Not being applied

boshek — Mon, 18 Jul 2016 20:30:18 GMT

Yes I did that. Though diabling iMessage is moot as that is the issue - it won't enable. But that did not work as I said a few messages ago.

Thanks!

Sam

Re: Add-on Data - Not being applied

Shazia_K — Mon, 18 Jul 2016 20:39:29 GMT

@boshek,

Go to settings-general-about and see if you get prompt for carrier settings update?

You said you factory reset your phone, did you restore it as a new iphone or restore it as a back up?

Re: Add-on Data - Not being applied

boshek — Mon, 18 Jul 2016 20:48:53 GMT

No I factory reset the network settings - not my phone.

And no prompt for the carrier settings update.

Thanks!

Re: Add-on Data - Not being applied

Shazia_K — Mon, 18 Jul 2016 20:56:07 GMT

@boshek,

You should factory reset your phone and set it as a new iphone.

Thanks,

Shazia

Re: Add-on Data - Not being applied

Luddite — Mon, 18 Jul 2016 21:02:53 GMT

Backup the phone before doing the factory reset otherwise you will lose ALL your data, photos, music etc.