topic Re: Purchased data in Get Support

Purchased data

karber — Fri, 11 Nov 2022 21:49:39 GMT

I purchased $20 of US data this morning and I have been billed on my visa for it but it’s not on my phone I’m now in Hawaii with no data

Re: Purchased data

softech — Fri, 11 Nov 2022 21:53:21 GMT

@karber first it could be that the roaming there but just you not seeing it because you are reading off cached page

And when did you buy it? Please note roaming add-on has a 10 days expiry.

And if you see the roaming using Incognito mode, the next thing is to make it work 🙂

Are you connecting to either T-Mobile or AT&T ? Try to connect to one of the two network manually. Try T-Mobile first

And make sure on your device, enable Roaming Data

let us know how it goes

Re: Purchased data

dust2dust — Fri, 11 Nov 2022 21:55:25 GMT

Is this a re-buy? Had you already had that add-on?

Re: Purchased data

computergeek541 — Fri, 11 Nov 2022 21:56:04 GMT

inapprpropriate comments removed

Re: Purchased data

karber — Fri, 11 Nov 2022 22:00:25 GMT

Yes expired yesterday and purchased again today

Re: Purchased data

karber — Fri, 11 Nov 2022 22:03:43 GMT

thank you for your help, I have done all of the above I purchased 10 days ago it worked fine then and when I repurchase today it isn’t working now, I don’t understand what you mean by incognito mode I’m sorry

Re: Purchased data

softech — Fri, 11 Nov 2022 22:03:50 GMT

@karber it is weird, it is trouble, there is a 24 hours wait time needed to re-purchase the same roaming add-on

But no worry, open ticket with PM Support and they can make things right again, they can activate the new one you just got

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗"

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at:

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply to you there

Re: Purchased data

dust2dust — Fri, 11 Nov 2022 22:09:09 GMT

Yeah the re-buy has been a problem. So you have the amount in your balance right? Can you nail down whether you waited a full 24 hours from the previous 240 hours?

Re: Purchased data

karber — Fri, 11 Nov 2022 22:12:23 GMT

yes correct the amount is sitting in my balance,the first add on expired at midnight last night and I purchased at 7:30am today

Re: Purchased data

karber — Fri, 11 Nov 2022 22:14:21 GMT

thanks very much!,

Re: Purchased data

dust2dust — Fri, 11 Nov 2022 22:19:26 GMT

So you had originally bought that earlier add-on at midnight 240 hours prior? It's an actual 240 hours. Not the end of a 24 hour day 10 days after you bought it.

Re: Purchased data

karber — Fri, 11 Nov 2022 22:22:10 GMT

ohh well that makes sense, but does that mean that the add on I purchased this morning is no good because I tried to use it to order Uber and I couldn’t also couldn’t make a phone call

Re: Purchased data

dust2dust — Fri, 11 Nov 2022 22:24:39 GMT

You said data add-on. So you got the bundle? Yes, the attempt to buy it this morning did not work due to this super goofy problem. It has been this way as long as I've been here.

You can however get the different bundle. Or individual parts.

Re: Purchased data

karber — Fri, 11 Nov 2022 22:28:59 GMT

I have my monthly plan for 2yrs now so I just went to my account and purchased the 20$ US roaming add on

Re: Purchased data

dust2dust — Fri, 11 Nov 2022 22:33:12 GMT

And it shows in your add-ons area? And it all works? If so then great. I guess you found your 24 hours after the expiry of your first one.

Re: Purchased data

karber — Fri, 11 Nov 2022 22:38:05 GMT

I’m not sure what you mean? It’s either a $15 US add on or a $20 US add on roaming package to my existing $30 month plan so I choose the 20 add on US roaming plan

Re: Purchased data

dust2dust — Fri, 11 Nov 2022 22:43:33 GMT

There's the 3-part bundle, the 2-part bundle, all the different data buckets, the individual talk and individual text.

Other than needing to be active (and not on a short-lived plan from a few years ago) your plan has no bearing on roaming.

Have you looked at current plans lately? You might not be getting very good value from that old $30 plan.

Re: Purchased data

karber — Fri, 11 Nov 2022 22:46:11 GMT

also when I try now to go to my account anything I try to do it just says page expired or error or we can’t help you, I can login it says hello Karen and takes it time loading my plan and usage and then give’s me nothing but grief past this point, I can’t even repurchase if I want to,

Re: Purchased data

dust2dust — Fri, 11 Nov 2022 22:55:40 GMT

Try a different browser or device or use private mode.

I thought you said you did re-purchase.

Re: Purchased data

karber — Fri, 11 Nov 2022 23:00:13 GMT

I did repurchase I thought I would try again because at this point I don’t care if I get billed twice as long as one of them works lol, I’m sorry I don’t know what this private mode is? I’m also trying to log in to account from phone and iPad it’s just not my day 🤪