topic Re: US Add On not working? in Get Support

US Add On not working?

clairereilly — Mon, 25 Apr 2022 04:58:36 GMT

Hi all,

This morning (while still in Canada) I purchased a US add on and I’m now in the US (about 8 hours after purchasing) and my US plan doesn’t seem to be working at all. Has anyone else experienced this, and if so, what did you do?

Re: US Add On not working?

computergeek541 — Mon, 25 Apr 2022 05:01:16 GMT

@clairereilly wrote:
Hi all,

This morning (while still in Canada) I purchased a US add on and I’m now in the US (about 8 hours after purchasing) and my US plan doesn’t seem to be working at all. Has anyone else experienced this, and if so, what did you do?

Which add-on did you purchase? Occasionally, some customers mistakenly purchase a long distance add-on when a roaming add-on is needed instead.

Re: US Add On not working?

dust2dust — Mon, 25 Apr 2022 05:03:37 GMT

Do you still see the amount in your balance? Do you see the add-ons in your payment history? Are you connected to T-Mobile? Did you get the welcome to the us text?

Re: US Add On not working?

JK8 — Mon, 25 Apr 2022 05:08:26 GMT

@clairereilly

Purchasing an add-on is a 2 step process. You need to add the funds and then go back in and make the purchase.

Edit: You should see your add-on if purchased successfully under My Data & Add-Ons.

Re: US Add On not working?

BKNS27 — Mon, 25 Apr 2022 05:08:35 GMT

@clairereilly

Please login to your account to see if you purchased the correct ROAMING Add-on.

If it is correct then rebooting the phone by powering off the phone then back on.

Go to Cellular Data Roaming and select AT&T or T-Mobile to connect.

Re: US Add On not working?

esjliv — Mon, 25 Apr 2022 10:56:47 GMT

@clairereilly what @JK8 posted above is true if you purchased a Roaming DATA option.

But, if you successfully added a Callin/Texting Roaming option to your plan then you should see it listed under the Plan Details in your self serve account, located here: https://selfserve.publicmobile.ca/Overview/plan-and-Add-ons/ChangePlanLandingPage/

Re: US Add On not working?

JL9 — Mon, 25 Apr 2022 12:35:08 GMT

The 2 step process is usually what trips ppl up. What isn't working exactly?

Re: US Add On not working?

Hunter03 — Mon, 25 Apr 2022 15:36:20 GMT

I had that happen and all I did was fully restart my phone. It needs to reconnect so that it connects to the US providers. Good luck! hopefully it starts working for you.