topic Re: US addon in Get Support

US addon

Davise — Tue, 14 Nov 2023 23:41:29 GMT

Purchased us text and phone addon for myself and wife. Payment went thru but addons don't work. Can still receive texts But can't phone out or text . Been about an hour now

Re: US addon

softech — Tue, 14 Nov 2023 23:42:58 GMT

@Davise

Critical part to US roaming depends on T-Mobile/AT&T coverage and whether you can connect successfully onto either network.

If the phone is not connecting to T-Mobile/AT&T, change the Network Connection from Automatic to Manual and select and test both T-Mobile and AT&T and see which one you can connect.

With your voice issue, make sure VoLTE is enabled on the device setting. And if it does not work, try to change the Network to T-Mobile ONLY, and change Preferred Network Type or Network Mode to 2G and see if the calls go through.
Also, you can download VoIP app TextNow as a workaround to make calls and text if you have Wifi or if your roaming has data component and data is working

Re: US addon

Davise — Tue, 14 Nov 2023 23:47:59 GMT

Previous addons had expired. Renewed and payment accepted and shows up on charge card. Screen that shows all addons the us text and phone not updating. Shows all green

Re: US addon

softech — Tue, 14 Nov 2023 23:50:28 GMT

@Davise

did it just expired and you bought a new one right a way? There is a glitch with US addon that you need to wait 24 hours to buy the exact same roaming addon But not to worry, since you paid already, you can open ticket with support and they will that for you

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 addon

Davise — Wed, 22 Nov 2023 14:27:26 GMT

This was the problem. Thanks for your help.