topic Re: Add-on not active in Get Support

Add-on not active

Jjt — Thu, 06 Jan 2022 07:35:26 GMT

I purchased an add-on of 1 GB for $15 online in Toronto,Ontario. In my self serve menu the add-on is active but I’m not being able to use the internet at all.
need help with it since I’m stuck on the road

Re: Add-on not active

computergeek541 — Sun, 20 Jun 2021 23:21:01 GMT

@Jjt

Does your base price plan include data and you ran out? Did data work before? i ask to try to determine if this could possibly be a phone software configuration issue.

Re: Add-on not active

hairbag1 — Sun, 20 Jun 2021 23:22:01 GMT

@Jjt wrote:
I purchased an add-on of 1 GB for $15 online in Toronto,Ontario. In my self serve menu the add-on is active but I’m not being able to use the internet at all.
need help with it since I’m stuck on the road

Did you enable roaming on the phone ?

Edit....cycle phone off/on again.

Re: Add-on not active

softech — Sun, 20 Jun 2021 23:26:05 GMT

@Jjt just to confirm, so, the Overview Tab on My Account already showing the data add-on your purchase? Just want to confirm you did not just added money but also bought the add-on (Add-on is a 2 steps process and people always missed the step 2)

did you reboot the phone yet? sometimes, it takes this extra reboot after you purchased.

Re: Add-on not active

esjliv — Mon, 21 Jun 2021 00:19:49 GMT

@Jjt wrote:
I purchased an add-on of 1 GB for $15 online in Toronto,Ontario. In my self serve menu the add-on is active but I’m not being able to use the internet at all.
need help with it since I’m stuck on the road

@Jjt

If you can't use the internet, how do you know your addon is active / showing on your self serve? Ok, alright...you are in a wifi zone now, yes?

So the reboot as @softech mentioned and also toggle into airplane mode for a minute, than back to regular mode.

IF you have never been able to use data on your phone prior to this, than it may be another issue, please advise.