topic Re: US purchased data not working in Get Support

US purchased data not working

Sophomore123 — Sun, 11 Jun 2023 12:52:40 GMT

Hello,

I bought an add on for us data and it didn’t work for half of my trip and I looked on the website and it said to turn on roaming data. I won’t be charged for using data if I bought it right?
Nothing else worked to have my data work.

Re: US purchased data not working

softech — Sun, 11 Jun 2023 12:57:59 GMT

@Sophomore123 data didn't work for half your trip, so, it works sometimes?

Are you still in US? Try to manually connect to T-MOBILE network and see if it connects.

Make sure your preferred network type or network mode is set to LTE/4G or Automatic .

Make sure Roaming Mobile data is enabled on your device or your device will be the one stopping you from using the data

if you are back in Canada already and if you can only use the data half the time due to connection problem with T-MOBILE, you can open ticket with support and see if they can do something to compensate

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

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

Re: US purchased data not working

dust2dust — Sun, 11 Jun 2023 13:29:18 GMT

If you bought the add-on and some of it was able to be used (half the trip) then that sounds more like a coverage problem with T-Mobile. Like all carriers, there will be areas that aren't covered. Particularly rural areas.

Re: US purchased data not working

hairbag1 — Sun, 11 Jun 2023 14:40:51 GMT

@Sophomore123

if it worked for half the trip, it did work. Were you fiddling with the settings on the phone ? Data Roaming needs to be enabled for data to work whilst in US. (Leave data roaming on all the time...no extra charges or overages to worry about here at PM)

When you bought the add-on, it told you that you might have lapses in service in US. If it did work for half your trip, I wouldn't ask for a refund as it did work, right.

Re: US purchased data not working

DennyCrane — Sun, 11 Jun 2023 16:59:17 GMT

So you realized half way through your trip that you had to enable data roaming on your phone? If that's the case, that's a user problem, not a PM problem. They have no control over how you have your settings on your device.

Re: US purchased data not working

Veni — Mon, 12 Jun 2023 08:43:33 GMT

All you need to do is:

Check on your settings VPN sometimes it goes auto but sometimes you will need to add it manually.

VPN At&t or VPN T-Mobile.

It's well explained on their websites.

Once it's done restart you phone.

It should work.

I had the same issues first time on 2015.

Good luck. Bon voyage.

Re: US purchased data not working

computergeek541 — Mon, 12 Jun 2023 22:22:04 GMT

@Veni wrote:
All you need to do is:
Check on your settings VPN sometimes it goes auto but sometimes you will need to add it manually.
VPN At&t or VPN T-Mobile.
It's well explained on their websites.
Once it's done restart you phone.
It should work.
I had the same issues first time on 2015.
Good luck. Bon voyage.

The APN setting shouldn't be changed to AT&T or T-Mobile for roaming add-on use.