topic Re: Add on data not working in Get Support

Add on data not working

DeanJ — Wed, 21 Jun 2023 15:36:51 GMT

I purchased add on 1 gb of data. I’m at 100% of my monthly data usage and my add on isn’t kicking in. I can’t see it anywhere on my account, but can see I purchased it last week. I CANT GET A TICKET GOING and CANT TALK TO ANYONE!!
1 month new subscriber and frustrated.

Re: Add on data not working

Handy1 — Wed, 21 Jun 2023 15:40:48 GMT

@DeanJ Try first rebooting the phone and see if that helps

but to reach a support try this

Message support directly

while your already here and logged in the community you can send a private message To CS_Agents click >>>here.<<<

Re: Add on data not working

LitlLdy — Wed, 21 Jun 2023 15:46:02 GMT

@DeanJ , since you've already lost 1 week of your purchased 30 day expiration data add-on please send a CS_Agent a private message for help & see if the expiration can be extended due to you've been unable to use it for a week.

You can send a private message to a CS_Agent: -> https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Customer Support Agents are available from:

Monday to Sunday: 9 AM to 10 PM EST

A CS_Agent will respond back in your Community mailbox at the top right of this page (envelope icon to the left of your community avatar).

Re: Add on data not working

DeanJ — Wed, 21 Jun 2023 15:46:58 GMT

Already rebooted with no success. I don’t see any add ons on my profile dashboard.

Re: Add on data not working

dust2dust — Wed, 21 Jun 2023 15:51:40 GMT

What's to say you haven't already blown through the add-on data? Click on the little spinner refresh icon under the shop add-ons button to make sure you're seeing up to date information.

Re: Add on data not working

DeanJ — Wed, 21 Jun 2023 16:03:54 GMT

I r been watching my data usage closely. Have gotten a notification that my monthly 15 gb has been 100% used last night.
thanks.

Re: Add on data not working

softech — Wed, 21 Jun 2023 16:06:36 GMT

@DeanJ to rule out the possible issue with browser cache, can you login My Account again using Incognito mode?

Check if the data add on is there and check if Payment history shows the purchase
https://myaccount.publicmobile.ca/en/account/payment/payment-history

If you see it there, and if you are on Android, check if you have a data limiter enabled on your phone, disable it

if nothing work, open ticket with support as advised by others earlier

Re: Add on data not working

DeanJ — Wed, 21 Jun 2023 16:30:59 GMT

I’m not on android. I see the add on under payment history but nowhere else.

Re: Add on data not working

Handy1 — Wed, 21 Jun 2023 16:32:00 GMT

@DeanJ Try this

simply try refreshing the page to check data plan / mins / add ons

For most up to date account info

Re: Add on data not working

softech — Wed, 21 Jun 2023 16:32:45 GMT

@DeanJ you were using Incognito mode to login? sometimes it is a cache issue and Incognito mode is the best way to see the latest info

At least click on the spinner at the bottom of the add-on section

Re: Add on data not working

dust2dust — Wed, 21 Jun 2023 16:43:32 GMT

Go through your usage history and add up all the MB's of usage. Does it go over 15 gigs? 16 gigs?

Re: Add on data not working

DeanJ — Wed, 21 Jun 2023 16:44:39 GMT

15.

Re: Add on data not working

dust2dust — Wed, 21 Jun 2023 16:46:42 GMT

Lol that was fast. I gather you did that earlier. This is on the web page, not your phone, right?

Re: Add on data not working

esjliv — Wed, 21 Jun 2023 17:02:07 GMT

@DeanJ - try calling 611 to check your data balance. This balance will include any plan or addon remaining balances added together. If you have nothing left, then you used it up.

Re: Add on data not working

dust2dust — Wed, 21 Jun 2023 17:10:14 GMT

You will need your 4 digit account pin for the 611 check but you're in your account anyway. So checking 611 is just another verification. All evidence is good evidence.

Re: Add on data not working

DeanJ — Wed, 21 Jun 2023 17:41:07 GMT

Thank you. Called- does not show that I have any add ons on their end. I can see my payment history that I’ve been charged $15 on the 17th. Something isn’t the way it should be.

Re: Add on data not working

softech — Wed, 21 Jun 2023 17:43:32 GMT

@DeanJ on your My Account's Overview Tab, there is a part about Availble Fund, does it show $15?