topic Re: Add-On not working in Get Support

Add-On not working

kat8 — Sat, 27 May 2023 20:10:32 GMT

I purchased a US roaming package a few hours ago and it still is not working. Can you please help me? The payment went through, I tried rebooting my phone a few times, I am in a different country.

Re: Add-On not working

hTideGnow — Sat, 27 May 2023 20:13:25 GMT

Hi @kat8

what phone do you have?

which states you are at?

you cannot connect to T-Mobile? try to change to manual connection and pick T-Mobile

for refund, please message cs agent

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

Re: Add-On not working

Handy1 — Sat, 27 May 2023 20:14:58 GMT

@kat8 Roaming only works in the US hoping that’s the country your in , make sure your connected to T mobile and reboot the phone as you have already stated , if it just does not work you can ask for refund / credit through support ticket

Getting support / submit ticket

Get support by starting a conversation with virtual Chat box >>>>>>. Click here

Or while your already here and logged in the community

you can send a private message To CS_Agents by clicking here.

Re: Add-On not working

kat8 — Sat, 27 May 2023 20:15:47 GMT

iPhone SE2

Western states

I am on T-Mobile but I cant make phone calls or use data

I dont want a refund, I would like to not be stranded

Re: Add-On not working

hTideGnow — Sat, 27 May 2023 20:16:44 GMT

Hi @kat8

turn on VoLTE

and make sure you enable data roaming on your iphonr

Re: Add-On not working

Handy1 — Sat, 27 May 2023 20:17:43 GMT

@kat8 do you have VoLTE enabled on your account or option on your phone to enable it , that may help also

Re: Add-On not working

kat8 — Sat, 27 May 2023 20:20:46 GMT

I have all that

Re: Add-On not working

Handy1 — Sat, 27 May 2023 20:23:14 GMT

@kat8 Unfortunately US roaming is hit or miss with US getting rid of 3G … can only try in different areas .. and like already mentioned if it doesn’t work at all request a credit … only other option would be to pick up a local pre paid SIM card for your trip

Re: Add-On not working

hTideGnow — Sat, 27 May 2023 20:24:55 GMT

@kat8 then don't wait, message agent and arrange refund

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

but local data sim and use VoIP app to make calls instead

Re: Add-On not working

DennyCrane — Sat, 27 May 2023 20:28:02 GMT

Do you have data roaming enabled on your phone?