topic Re: Data and us add-on in Get Support

Data and us add-on

Amanda24 — Sun, 12 Nov 2023 22:45:54 GMT

Why does my data not kick in when. I have no wifi access? My add-on expires in 2 days and I remember having renewal issues with a gap on service. I want to be able to use my data in the US and purchase another add-on without any interruption in my service

Re: Data and us add-on

hTideGnow — Sun, 12 Nov 2023 21:39:25 GMT

hi @Amanda24 you sure you still have data addon left? Login My Account again using Incognito/private/secret mode in your browser and check again

And make sure your phone does not habe a data limit enabled

Re: Data and us add-on

BKNS27 — Sun, 12 Nov 2023 21:40:58 GMT

@Amanda24

Best login to your account make sure AutoPay/Subscribed button is enabled so you won’t have any problems with your renewal.

Check your current US Add-on data usage to see if you used it up. You will have to wait until your current US Add-on expires first before making another US Add-on purchase.

Re: Data and us add-on

Amanda24 — Sun, 12 Nov 2023 21:40:59 GMT

Re: Data and us add-on

Amanda24 — Sun, 12 Nov 2023 21:43:13 GMT

Thanks for purchase info. How do I know the exact moment it expires, in order to then repurchase? Why do I have to wait if auto-pay is selected?

Re: Data and us add-on

Amanda24 — Sun, 12 Nov 2023 21:43:45 GMT

Re: Data and us add-on

BKNS27 — Sun, 12 Nov 2023 21:55:18 GMT

@Amanda24

You need AutoPay to be enabled for continue service on your account to connect to T-Mobile/AT&T.

But it is strange that you have 2gb of data because US Add-on have 3gb of data with the bundle roaming.

If you are viewing your remaining data, refresh the browser by clicking on the circular arrow. The PM app will be up to date.

Maybe private message a CS_Agent and have them check into your data.

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

Re: Data and us add-on

Amanda24 — Sun, 12 Nov 2023 21:55:43 GMT

I do have a total of 3 but set it at 2 so as not to exceed

Re: Data and us add-on

Amanda24 — Sun, 12 Nov 2023 21:56:12 GMT

Re: Data and us add-on

BKNS27 — Sun, 12 Nov 2023 21:57:00 GMT

I see. Just reach out to an agent.

Re: Data and us add-on

Amanda24 — Sun, 12 Nov 2023 21:58:16 GMT

Re: Data and us add-on

Phil_Adelphus — Sun, 12 Nov 2023 23:04:04 GMT

@Amanda24 I expect an agent is helping you by now, but I just wonder whether you are connecting to AT&T or T-mobile (does anything work or just not data?) and whether your phone is set to LTE or is it 3G since you have a 3G plan. I notice your plan is $40 for 5GB at 3G speed, there are better plans available now so you might want to look into switching at some point.

Re: Data and us add-on

Amanda24 — Sun, 12 Nov 2023 23:09:57 GMT

Thanks - I have sent a help request to an agent. It's just my data that isn't working. My $40 plan is when I'm in Canada, where everything works fine, but I always seem to have some sort of issue with a US add-on/roaming pkg

Re: Data and us add-on

Phil_Adelphus — Sun, 12 Nov 2023 23:56:33 GMT

@Amanda24 Just FYI there are currently $34 plans with 20GB of data at either 4G or 5G speed.

Re: Data and us add-on

gpixel — Mon, 13 Nov 2023 00:02:30 GMT

@Amanda24

yes, your $40/5gb plan is old an outdated. there is a cheaper $34/20gb 5g plan. I suggest you schedule a plan change today and set it to change on your renewal date. as for your data not working in the states, make sure your device network is set to auto and not 3g. the Americas have disabled 3g. go to the settings menu on the device where you posted that screenshot, scroll down and change your "preferred network type" to auto

Re: Data and us add-on

Amanda24 — Mon, 13 Nov 2023 00:04:09 GMT

This reply sounds promising!! Can you please advise again based on attached screenshot?

Re: Data and us add-on

gpixel — Mon, 13 Nov 2023 00:11:11 GMT

@Amanda24

yes, leave the device on that setting. turn off your wifi and test to see if your data is working. also make sure to select either T-Mobile or at&t as the network. to do this go to that same settings page and scroll down and disable "automatically select network" and you will be able to select the carrier.

what's the make and model of the device?

Re: Data and us add-on

Amanda24 — Mon, 13 Nov 2023 00:06:44 GMT

It's been there all along, though, and no data

Re: Data and us add-on

Amanda24 — Mon, 13 Nov 2023 00:12:00 GMT

This is what happens when I turn off WiFi:

Re: Data and us add-on

gpixel — Mon, 13 Nov 2023 00:14:02 GMT

@Amanda24

try selecting T-Mobile as the carrier using the method I provided in the last post. if that doesn't work I would contact customer support

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

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