topic Re: U.S. bundle add-ons not working in Get Support

U.S. bundle add-ons not working

HNR — Wed, 05 Jan 2022 21:39:30 GMT

Hi. I purchased a U.S. talk & text bundle prior to travel but still couldn't make or receive calls + sending text. As it was important, I re-purchased again the bundle "twice" via dialing 611 from phone but still received the same message. Hence, I paid for 3 bundles for the same 10 days and didn't have anything for it. I'm back now. What shall I do?

Re: U.S. bundle add-ons not working

Jb456 — Wed, 30 Dec 2020 16:14:46 GMT

@HNR

Contact moderators.

Or private message them at link below.

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

Re: U.S. bundle add-ons not working

Triguy — Wed, 30 Dec 2020 16:20:52 GMT

Here’s when and how to contact the Moderator Team:

Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click here to get started.
Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

Re: U.S. bundle add-ons not working

hairbag1 — Wed, 30 Dec 2020 16:24:05 GMT

@HNR...

getting the 10 US Roaming options are a 2 step process. First load $$ into Available Funds, then go back and actually buy the add-on you want. If you see your $$ sitting in Available Funds...now go back and buy it.

The add-ons only work while you're in US.

Try restarting phone. You might have to manually select either of AT&T or T-mobile...whichever works best.

Keep us posted.

Re: U.S. bundle add-ons not working

HNR — Wed, 30 Dec 2020 16:30:10 GMT

I did the 2 step process. It worked many times in the past. My current add-ons show 3 pkgs. But it still didn't work yesterday while I was in the States.

Re: U.S. bundle add-ons not working

hairbag1 — Wed, 30 Dec 2020 16:37:09 GMT

@HNR....

If you have 3 of the same add-ons...that could be the problem. Your PM account doesn't like it when you have more than 1 of the 10 Day US Roaming add-ons...for some reason.

You'll have to contact a moderator as previously suggested.

Re: U.S. bundle add-ons not working

aweddell — Wed, 30 Dec 2020 16:38:26 GMT

I'm having the same problem - weird thing is that it worked for a few hours after I bought it (around 4pm on Dec 29), I was able to both text and call. Starting at 9:02 pm yesterday (Dec 29) I began receiving this message every time I tried to text:

Sorry your plan does not include sending texts while in the US. Incoming texts are included. To add a US Roaming Add-On, visit selfserve.publicmobile.ca

Similar message when trying to make a call.

Re: U.S. bundle add-ons not working

hairbag1 — Wed, 30 Dec 2020 16:45:13 GMT

@aweddell...

you are in US ...right ? The add-ons only work while in US.

Re: U.S. bundle add-ons not working

aweddell — Wed, 30 Dec 2020 16:49:06 GMT

Yes, I'm in the US. I previously had the 10-day talk/text/data US add on which worked fine but expired yesterday. They seem to have restructured the add-ons so that one doesn't exist anymore.

if I was in Canada, I assume I'd be able to talk/text as usual on my regular plan.

Re: U.S. bundle add-ons not working

hairbag1 — Wed, 30 Dec 2020 16:54:49 GMT

@aweddell wrote:
Yes, I'm in the US. I previously had the 10-day talk/text/data US add on which worked fine but expired yesterday. They seem to have restructured the add-ons so that one doesn't exist anymore.

if I was in Canada, I assume I'd be able to talk/text as usual on my regular plan.

Here's the menu for the 10 Day US Roaming options currently available...

Unlimited U.S. Talk, Text and 250MB Data Bundle...$20

Unlimited U.S. Talk and Text Bundle...$15

Unlimited U.S. Talk Only...$8

Unlimited U.S. Text Only...$8

Re: U.S. bundle add-ons not working

aweddell — Wed, 30 Dec 2020 17:01:06 GMT

I purchased the $15 bundle. The $20 was not available for me - not sure why but that's neither here nor there, as the issue is the bundle I purchased is not working. It's not an issue with the network or roaming settings as others have suggested - there was no change to these between when it was working and when it stopped.

Re: U.S. bundle add-ons not working

hairbag1 — Wed, 30 Dec 2020 17:11:47 GMT

@aweddell wrote:
I purchased the $15 bundle. The $20 was not available for me - not sure why but that's neither here nor there, as the issue is the bundle I purchased is not working. It's not an issue with the network or roaming settings as others have suggested - there was no change to these between when it was working and when it stopped.

There can be an issue when trying to buy the same add-on before 24 hours has elapsed since the first one expired.

If you bought a different add-on though, it should work while in US.

I'm sure the moderators will make things right for you. Follow previous instruction to start process of moderator assistance.

If you're still in US...try putting phone in Airplane mode for a moment. That's been known to clear up some issues in the past.

Good luck.