topic Re: In the us add on not working in Get Support

In the us add on not working

Alice_Helena — Tue, 19 Mar 2024 15:59:01 GMT

Help! I keep trying to purchase a us talk/text data bundle as my 15 days are up and it is not being applied to my account so I am not able to make calls. @Members

Re: In the us add on not working

Handy1 — Tue, 19 Mar 2024 16:07:40 GMT

@Alice_Helena First make sure you have data roaming tinted on in phone settings . And set phone to 4G/LTE not 5G and connect to T mobile or AT&T . You may also need to reboot the phone also

adding if this is a rebuy of the same add on you need wait 24 hours after first one ends to rebuy or choose different add on . Only support can apply the very same add on on with out the 24 hour wait

submit ticket with support . using the chat bubble bottom right of screen

If that doesn’t work you can always send private message to support .

send a private message To CS_Agents

⬇️⬇️⬇️⬇️⬇️Link below ⬇️⬇️⬇️⬇️⬇️

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

Re: In the us add on not working

hairbag1 — Tue, 19 Mar 2024 16:03:37 GMT

@Alice_Helena

is this a re-purchase of the 15 Day US Roaming add-on that is expiring ? If so, you hafta message Customer Support to apply it...

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

Either that or wait until the existing add-on expires plus 24 hours.

Re: In the us add on not working

hTideGnow — Tue, 19 Mar 2024 16:04:26 GMT

HI @Alice_Helena

first check if the addon is there. , please use Incognito/private/secret mode on your browser to login My Account to confirm

if it is there, then try connect to T-Mobile and AT&T (try both) with network mode set to Automatic. Test with data and test with voic

Re: In the us add on not working

softech — Tue, 19 Mar 2024 16:04:28 GMT

@Alice_Helena you said you cannot make calls, but data works?

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.

If your issue is with data, make sure your Roaming Mobile data is enabled and you have disabled your mobile data limiter. Also change your network mode to 4G (and don't try 5G until you can connect and works on 4G)

If your issue is with voice, 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