topic Re: add-on problem in Get Support

add-on problem

anthony1212 — Tue, 24 May 2022 21:05:36 GMT

I buy an add-on today, and it shows "active". But I still cannot open the website on my phone.

Re: add-on problem

Yummy — Tue, 24 May 2022 21:07:21 GMT

All countable features will show up on the overview page. Unlimited features show up in Plan Details. ie. roaming talk and text.

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

Did you try to reboot your phone and log out-in to your account?

Re: add-on problem

JK8 — Tue, 24 May 2022 21:08:40 GMT

@anthony1212

Buying an add on is a 2 step process. You add the funds and then you need to go back tin and make the purchase. Confirm your add on is listed in self service under My Data & Add-Ons.

Re: add-on problem

iliketotalk — Tue, 24 May 2022 21:08:50 GMT

@anthony1212

@anthony1212 wrote:
I buy an add-on today, and it shows "active". But I still cannot open the website on my phone.

@anthony1212 hi what add on did you buy? buying an add on is a two step process

Re: add-on problem

BKNS27 — Tue, 24 May 2022 21:10:05 GMT

@anthony1212

On your account, does it show the Add-on that you purchased.

- It is a 2 step process to purchase Add-ons,

add the cost of the Add-on you wish to purchase.

- Purchase the Add-on plan.

Re: add-on problem

anthony1212 — Tue, 24 May 2022 21:21:35 GMT

Re: add-on problem

dust2dust — Tue, 24 May 2022 21:26:08 GMT

Did you buy 10 of them?!

Is your browser set to use cell data? Permissions? Try another browser maybe. Did your cell data used to work before you bought the add-ons?

Re: add-on problem

anthony1212 — Tue, 24 May 2022 21:27:52 GMT

that was an accident

Re: add-on problem

JL9 — Tue, 24 May 2022 22:31:11 GMT

So you did buy 10? I didn't even know that was an option. Since it was inadvertent you can reach out to a CSA to see if you cna get a refund or at least revert some of it to your available balance for renewals etc

Re: add-on problem

esjliv — Wed, 25 May 2022 00:50:36 GMT

@anthony1212 wrote:
that was an accident

@anthony1212 yeah, I agree with @JL9 . If you didn't mean to buy 10 addon submit a ticket to CSA to request the value of the addons, for how ever many you added in error, added back to your Available Funds area.

But, in your original post I understood your issue to be you cannot open the website on your phone. I was presuming self serve website, or maybe you meant ALL sites?

Are you able to browse other websites / internet, in general, okay? If this is just an issue with a specific website, can you try a different browser on your phone, chrome, google, default web app?

OR, was this not able to use any internet/data usage?

If so, try one or more of the below:

restarting your phone
toggle into airplane mode then back again
try your SIM into another compatible phone to rule out a phone issue
perform a reset of your device's network settings

This also resets Wi-Fi networks and passwords, cellular settings, and VPN and APN settings that you've used before.

Iphone:

To Reset Network Settings, begin by opening the Settings app. Next, tap General -> Transfer or Reset iPhone -> Reset -> Reset Network Settings. and enter your passcode.

Your iPhone will reset network settings and restart itself.

android:

Find and tap Settings > System > Advanced > Reset options > Reset network settings.