topic Re: Unable to use 1 GB welcome add-on in Get Support

Unable to use 1 GB welcome add-on

Believeachieve — Tue, 04 Jan 2022 20:01:15 GMT

I just signed up with the talk and text plan and it mentioned that I got a 1 gb add-on for free as a welcome bonus. I tried using the data, however it is not working. Please let me know what I can do to fix this.

Thanks

-BelieveAchieve

Re: Unable to use 1 GB welcome add-on

mimmo — Mon, 27 Nov 2017 15:11:39 GMT

Hi did you set up your APN settings in your phone? also does the addon appear in your self serve overview?

Re: Unable to use 1 GB welcome add-on

Taekgun — Mon, 27 Nov 2017 15:13:14 GMT

@Believeachieve

You're posting in multiple threads about the same issue now. Let's just use this one going forward.

No worries, we'll do what we can to help you.

Firstly, a few questions.

1) Can you see the referral 1GB add-on when you log into self-serve?

2) Did the friend that referred you get the 1GB on their account?

3) What kind of phone are you using? Are the APN settings correctly setup?

We still need more info before we can determine why your data isn't working.

Re: Unable to use 1 GB welcome add-on

ShawnC13 — Mon, 27 Nov 2017 15:17:22 GMT

@Believeachieve, please do not post multiple threads on the same topic. First off did you activate prior to November 20 and were you referred here or did you refer someone that is how the 1GB of bonus data is earned.

Re: Unable to use 1 GB welcome add-on

Believeachieve — Mon, 27 Nov 2017 15:17:38 GMT

APN settings are default on on my nexus 5x. I am unable to edit them, however they match the ones posted on the website for setting up the APN correctly on Android.

Re: Unable to use 1 GB welcome add-on

Taekgun — Mon, 27 Nov 2017 15:19:23 GMT

Ok, like @ShawnC13 is asking, did you sign up prior to Nov 20th? The promotion ended at that point.

Re: Unable to use 1 GB welcome add-on

Believeachieve — Mon, 27 Nov 2017 15:20:00 GMT

It does not show on the overview page, however it does show that I do have the 1 gb addon under the view my addon usage. There is also a link to view the addon, however when I click that link to go to the overview page, it does not show up.

I signed up after the promotion, so they would not be recieving the promotional 1 gb for the referral.

I am using the Nexus 5x and it is setup correctly.

Re: Unable to use 1 GB welcome add-on

Believeachieve — Mon, 27 Nov 2017 15:20:32 GMT

I signed up after, on November 25th.

Re: Unable to use 1 GB welcome add-on

ShawnC13 — Mon, 27 Nov 2017 15:31:09 GMT

@Believeachieve wrote:
I signed up after, on November 25th.

@Believeachieve, sorry the Bonus data offer was expired then and you would not have gotten it.

ETA: What provider are you coming from?

Re: Unable to use 1 GB welcome add-on

Taekgun — Mon, 27 Nov 2017 15:31:16 GMT

To follow up with @ShawnC13's reply,:

... So if you did not sign up with data as a part of your plan, you will not have access to data unless you change your plan.

Re: Unable to use 1 GB welcome add-on

ShawnC13 — Mon, 27 Nov 2017 15:42:01 GMT

@Taekgun, the OP has posted that they do have 1GB data addon listed in their self serve

Re: Unable to use 1 GB welcome add-on

Taekgun — Mon, 27 Nov 2017 16:04:48 GMT

Yep, caught that. Was talking about data as part of his 30/90 plan at activation besides the add-on which he didn't qualify for. All good.

Re: Unable to use 1 GB welcome add-on

srlawren — Mon, 27 Nov 2017 16:38:49 GMT

@ShawnC13 I'm confused, especially with the multiple threads. So, @Believeachieve signed up after the referral bonus, with a plan that doesn't include data? What "welcome add-on" are they referring to then? Did they explicitly purchase a data add-on?

Re: Unable to use 1 GB welcome add-on

Believeachieve — Thu, 30 Nov 2017 15:52:11 GMT

These are some screenshots what what I am seeing. When I signed up, it said that I was going to recieve the 1gb add-on free of charge.

Re: Unable to use 1 GB welcome add-on

srlawren — Thu, 30 Nov 2017 18:34:24 GMT

@Believeachieve interesting. I would suggest you reach out the @CS_Agent right away for assitance. Here's how:

You will need to click here to send a private message to the @moderator_team for assistance. They are Public Mobile support employees who can help with your issue.

In your message please include:

PM account email address
PM phone number
Detailed explanation

Note: Community Moderators are available from Mon-Thursday 9am to 9pm, and Friday, Saturday, and Sunday from 9am to 7:30pm [All times in Toronto/Montreal time zone]. You can message them at any time, and they will respond as soon as possible within those working hours. More information about the community moderators.