topic Re: US Add on not recognized even though listed as active on website in Get Support

US Add on not recognized even though listed as active on website

NateinTO — Wed, 05 Jan 2022 13:10:09 GMT

I purchased a US Talk and Data add-on and it is listed as active on my Public Mobile account page. However, now that I'm in the US, whenever I try to make a call, I get the message: "Your call could not be completed because your plan does not include a US roaming add on. Please contact Public Mobile..." This occurs whether I am using AT&T or T-Mobile

In the past, I've had issues using the data on T-Mobile (only AT&T seems to work), but calls always went through normally on both networks. Now, I can't make any calls on either network.

Jay

Re: US Add on not recognized even though listed as active on website

Triguy — Wed, 27 Nov 2019 16:13:36 GMT

Make sure you enable roaming.

https://www.publicmobile.ca/en/bc/get-help/articles/us-roaming

Re: US Add on not recognized even though listed as active on website

hairbag1 — Wed, 27 Nov 2019 16:19:00 GMT

@NateinTO wrote:
I purchased a US Talk and Data add-on and it is listed as active on my Public Mobile account page. However, now that I'm in the US, whenever I try to make a call, I get the message: "Your call could not be completed because your plan does not include a US roaming add on. Please contact Public Mobile..." This occurs whether I am using AT&T or T-Mobile

In the past, I've had issues using the data on T-Mobile (only AT&T seems to work), but calls always went through normally on both networks. Now, I can't make any calls on either network.

Jay

Try cycling phone off / on again.

~~Try manually selecting either of T-mobile or AT&T, whichever works best at the time.~~

Keep us posted if anything works.

Re: US Add on not recognized even though listed as active on website

NateinTO — Wed, 27 Nov 2019 16:23:35 GMT

I've gone through the usual troubleshooting measures before posting: turing on and off, ensuring that roaming is on (although this should only affect data not my inability to makle calls), and switched between networks. The issue is at the level of Public Mobile which does not recognize that I activated the plan, even though my account page lists the Add-On as "active".

Jay

@NateinTO wrote:
I purchased a US Talk and Data add-on and it is listed as active on my Public Mobile account page. However, now that I'm in the US, whenever I try to make a call, I get the message: "Your call could not be completed because your plan does not include a US roaming add on. Please contact Public Mobile..." This occurs whether I am using AT&T or T-Mobile

In the past, I've had issues using the data on T-Mobile (only AT&T seems to work), but calls always went through normally on both networks. Now, I can't make any calls on either network.

Jay

Re: US Add on not recognized even though listed as active on website

hairbag1 — Wed, 27 Nov 2019 16:29:05 GMT

You said you've used the roaming add-on "in the past"...when did the last batch expire ?

Re: US Add on not recognized even though listed as active on website

NateinTO — Wed, 27 Nov 2019 16:30:48 GMT

I was in the US 2 weeks ago and used an add on with no problem (now expired). This newest add on was purchased yesterday. My account lists it as active.

Re: US Add on not recognized even though listed as active on website

hairbag1 — Wed, 27 Nov 2019 16:35:11 GMT

@NateinTO wrote:
I was in the US 2 weeks ago and used an add on with no problem (now expired). This newest add on was purchased yesterday. My account lists it as active.

If your old plan expired yesterday, you'll have trouble getting the next one going for about 24 hours after the old one expired. Do you know exactly when it expired ?

Re: US Add on not recognized even though listed as active on website

NateinTO — Wed, 27 Nov 2019 16:35:15 GMT

How do I bring this to the attention of a moderator? I need to get this straightened out as soon as possible.

Re: US Add on not recognized even though listed as active on website

popping — Wed, 27 Nov 2019 16:35:59 GMT

@NateinTO wrote:
How do I bring this to the attention of a moderator? I need to get this straightened out as soon as possible.

Create a moderator support ticket using the ? button at the right side bottom corner of this page.
Keep asking SIMon to "contact human" for one or more times. SIMon will eventually show you the "Submit a ticket" button. Click on submit button to get the create ticket screen.

Re: US Add on not recognized even though listed as active on website

hairbag1 — Wed, 27 Nov 2019 16:38:27 GMT

If your last add-on was talk/text and data...try buying just the talk add-on now again.

Re: US Add on not recognized even though listed as active on website

NateinTO — Wed, 27 Nov 2019 16:40:19 GMT

When I go through the process of setting up a ticket I get a login error! when it tries to log me in to the commiunity -- I'm currently logged in to the community! Aaargh!

Re: US Add on not recognized even though listed as active on website

NateinTO — Wed, 27 Nov 2019 16:41:30 GMT

I've already spend $20 yesterday buying the Talk and Data Add-On. I'm not wasting my money buying another add on!

Re: US Add on not recognized even though listed as active on website

hairbag1 — Wed, 27 Nov 2019 16:45:03 GMT

Click the ? in lower right side of page. Type "add-on error"...it will eventually give you Contact Moderator or Create Ticket.

Re: US Add on not recognized even though listed as active on website

popping — Wed, 27 Nov 2019 16:46:13 GMT

@NateinTO wrote:
I've already spend $20 yesterday buying the Talk and Data Add-On. I'm not wasting my money buying another add on!

Please post a screenshot of your aminute and data usage lines with your personal data masked out. We will take a look what went wrong while you are waiting for moderator.

Re: US Add on not recognized even though listed as active on website

NateinTO — Wed, 27 Nov 2019 16:47:09 GMT

Yes, I've done all that, but when I reach the "Submit a ticket" page, it asks me to log in to the community to finish the process and when I enter the login info and password (the same info that I entered to enter the community to post this) I get a log in error. Cookies are enabled and there should be no reason why it won't let me continue.

Jay

Re: US Add on not recognized even though listed as active on website

varun_josh — Wed, 27 Nov 2019 16:49:58 GMT

I am having same problem as well. Added Add on yesterday and now unable to make call while in US. Waiting for the MOD to answer it.

Re: US Add on not recognized even though listed as active on website

NateinTO — Wed, 27 Nov 2019 16:54:59 GMT

Please let me know what the moderator says. I cannot seem to post a ticket.

Re: US Add on not recognized even though listed as active on website

varun_josh — Wed, 27 Nov 2019 16:56:12 GMT

For sure, i verified the account with MOD and waiting for their reply, its been 25 minutes

Re: US Add on not recognized even though listed as active on website

popping — Wed, 27 Nov 2019 16:57:20 GMT

@NateinTO wrote:
Please let me know what the moderator says. I cannot seem to post a ticket.

You can send a private message to moderator team. The response time will be longer without the ticket number on the private message subject.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: US Add on not recognized even though listed as active on website

NateinTO — Wed, 27 Nov 2019 17:02:57 GMT

Thanks. I've sent a private message. I'll keep you guys up to date on the response.

Jay