topic Add-on in Get Support

Add-on

Gary66 — Fri, 14 Jul 2023 13:58:18 GMT

Purchased additional US data; payment was accepted however never received data

Re: Add-on

Yummy — Fri, 14 Jul 2023 14:04:01 GMT

Did you try: using different browser. Try Incognito/private mode. Clear browser’s cache. Try forced refresh. Use computer and not phone to log in.

Did your card get charged?

Re: Add-on

dust2dust — Fri, 14 Jul 2023 14:03:32 GMT

Which data bucket did you have before? Does it still show in your list of add-ons? Is it at 0/15 days? Which one did you try to buy? Is the amount you paid in your balance? You can either wait for that 0/15 to disappear or ask support to re-buy it for you.

Re: Add-on

softech — Fri, 14 Jul 2023 14:05:35 GMT

@Gary66 you cannot use the US data or you do not see US data showing up on My Account?

If you just not see the US data showing up, please login My Account once more, but use Incognito mode. Also, check the Payment history and see if PM took the money and used it for the purchase

https://myaccount.publicmobile.ca/en/account/payment/payment-history

update:

Additional US data, when was the last US data expired? has it been over 24 hours?

If you cannot use the US Data, Critical part to US roaming depends on T-Mobile coverage and whether you can connect to T-Mobile network or not

If the phone is not connecting to T-Mobile, change the Network Connection from Automatic to Manual and select T-Mobile

If your issue is with data, make sure your Roaming Mobile data is enabled and your have disabled your mobile data limter

Re: Add-on

hTideGnow — Fri, 14 Jul 2023 14:56:53 GMT

Hi @Gary66

if you are rebuying same US data, you either have to wait 24 hours or you need to submit a ticket for PM agent to help buying for you. You can submit ticket here:

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

Re: Add-on

Gary66 — Sat, 22 Jul 2023 13:14:39 GMT

Never received the add-on when needed during my travels. As an FYI-every suggestion made had been tried prior to posting on the board. Upon return to Canada, was able to contact support and purchase was refunded. The reason the add-on was not active was never addressed nor explained.

This issue could have been resolved immediately had an actual agent been available as this AI chat bot was useless.

Thanks to everyone who suggested possible solutions however none worked.

Re: Add-on

hTideGnow — Sat, 22 Jul 2023 13:20:28 GMT

HI @Gary66

thanks for reporting back and glad at least you got your money back

and was that problematic purchase a rebuy,?

Re: Add-on

Gary66 — Sat, 22 Jul 2023 14:52:27 GMT

Not a full rebuy, just needed extra data, had enough roaming from original purchase.

Re: Add-on

dust2dust — Sat, 22 Jul 2023 14:58:26 GMT

Glad you got it sorted. We could maybe have been able to help you or other ideas or try to explain it if you had answered all the questions. But water under the bridge now.

Re: Add-on

Gary66 — Sat, 22 Jul 2023 15:22:08 GMT

Was unable to respond due to not having data, driving across the USA and barely being able to access the community even with Wi-Fi when we did stop. So yes, water under the bridge now.