topic Re: Add on not working in Get Support

Add on not working

dorseygirl77 — Thu, 06 Jan 2022 08:42:07 GMT

Add on is not working. Shows no data has been used and tried turning phone off then on

Re: Add on not working

Meow — Tue, 05 Oct 2021 14:48:12 GMT

Purchasing an add-on after logging in into your PM account is a two step process. Need to load funds first and then purchase add on.

Those add-ons don't show up on the overview page. You need to click on Plan Details to see them.

https://www.publicmobile.ca/en/bc/get-help/articles/purchase-add-ons-through-611

https://www.publicmobile.ca/en/bc/get-help/articles/purchase-add-ons-through-self-serve

Re: Add on not working

Anonymous — Tue, 05 Oct 2021 14:55:41 GMT

@dorseygirl77 : Shows no data on your phone? Or in your self-serve? Has your mobile data ever worked here?

Re: Add on not working

t_p — Tue, 05 Oct 2021 15:05:16 GMT

@dorseygirl77

I presume your cellular data is turned on?

Edit: What kind of phone do you have?

Has data worked before?

Do you have another phone to try the SIM on?

Re: Add on not working

softech — Tue, 05 Oct 2021 15:15:11 GMT

@dorseygirl77 where does it show no data was used? On My Account?

and just to confirm, you just purchase new data addon and unable to use or you meant you cannot use the regular data that comes with your plan monthly ?

was data ever work on this phone on PM? If so, make sure your data is turned on, airplane mode off and mobile limit is not set on your device stopping further data use on your phone

Re: Add on not working

dorseygirl77 — Tue, 05 Oct 2021 15:44:28 GMT

I ran out of data on my monthly plan so I purchased more...this has happened before with no issues. Airplane mode is off.

Re: Add on not working

dorseygirl77 — Tue, 05 Oct 2021 15:45:09 GMT

Data is on, airplane mode off. Ive purchased add on's before without issue...

Re: Add on not working

dorseygirl77 — Tue, 05 Oct 2021 15:45:33 GMT

iphone and no, I dont have another phone unfortunately

Re: Add on not working

Anonymous — Tue, 05 Oct 2021 15:50:58 GMT

@dorseygirl77 : (shaking head...1000 words...) did you perchance purchase a roaming data add-on?

Re: Add on not working

dorseygirl77 — Tue, 05 Oct 2021 15:54:20 GMT

yes, what does that mean?

Re: Add on not working

Anonymous — Tue, 05 Oct 2021 15:55:49 GMT

@dorseygirl77 : The roaming add-on is only usable when in the states. Are you in the states? Your plan data wouldn't work there anyway (unless you had that old $60 plan from a couple years ago)

Re: Add on not working

Anonymous — Tue, 05 Oct 2021 16:15:13 GMT

@dorseygirl77

you Purchase a wrong Add-on you have to Contact Customer Support Agent by CS_Agent ,
Explain your issue to they can solve your issue, they are nice Service Team they will help you 100%.to them can change for you or you can try to Purchase again,

Here’s How To Contact Customer Support Agent by CS_Agent,

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 Customer Support Agent by CS_Agent,Click Here link,to get started.

or you can send a private message to Customer Support Agent by CS_Agent, by Click Here link,
You’ll need to be logged in to your Community account for the link to work.

please include in your message,
your account number,
your phone number,
your account 4 digit pin,
your Email address,

Customer Support Agent by CS_Agent, will Response to your inbox by private message
During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
- Monday to Sunday: 6 AM to 10 PM EST
Check your private message inbox (click on the envelope top right of your screen)

Good Luck...

Re: Add on not working

softech — Tue, 05 Oct 2021 16:24:25 GMT

If you logon to My Account, you see that your add-on you just purchased is there on the Overview Tab, My Data & Add-on Section? Which add-on you purchased? Do you mind to show a screenshot?

On your iPhone, did you try to access data via different apps or different browsers? just want to confirm it is not an app issue (iPhone has way to limit particular app the access to mobile data)

Also, are voice calls working no issue?

you tried reboot? you tried re-seat your SIM?

Re: Add on not working

BKNS27 — Tue, 05 Oct 2021 16:40:30 GMT

@dorseygirl77

Did you power off your phone (rebooting) or just turn off the screen?

You need to power off the phone then wait a few minutes then power the phone back on.