topic Re: Data add on not working in Get Support

Data add on not working

teresachlee — Tue, 04 Jan 2022 21:11:26 GMT

I bought a US data add on -200MB yesterday to use while I was in the United States for the day. The add on did not work even when I turned on data roaming and restarted my phone. What can I do with the unused data I payed $10 for? It expires in 10 days. But I was unable use it during my visit.

Re: Data add on not working

mimmo — Sun, 29 Apr 2018 17:05:36 GMT

@teresachlee the first thing to check is if the addon was actually purchased. does it show in you overview page or is there available funds in your account balance.

If the first you could ask the mods if there is any way they can credit you for the purchase, if the second then you never actually bought it.

Re: Data add on not working

Anonymous — Sun, 29 Apr 2018 17:08:23 GMT

@teresachlee, To add to what @mimmo mentioned, if you never actually bought it, the funds are still in your account and will be used to pay for your next renewal.

Re: Data add on not working

srlawren — Sun, 29 Apr 2018 17:45:39 GMT

@teresachlee adding to what @mimmo said, here is a description of the 2-step add-on purhcasing process for your reference. In addition to what @Anonymous said, here's more info on Available Funds balance and how it gets used up.

Re: Data add on not working

teresachlee — Mon, 30 Apr 2018 14:49:59 GMT

Thank you @mimmo @srlawren @Anonymous, I did make sure I purchased the funds and then added the add on to my account. After I did the 2 steps it shows the add on is active. But it still was not working even though it shows its supposed to be active.

Re: Data add on not working

mimmo — Mon, 30 Apr 2018 14:59:12 GMT

@teresachlee thanksfor the update. from my limited experience once the addon is showing is should work on PM side. This leaves the 2 possibilities PM had an issue delivering, or user/hardware.

in either case i would message the mods to see if there is anything they can do.

Re: Data add on not working

srlawren — Mon, 30 Apr 2018 17:25:45 GMT

@teresachlee I agree with @mimmo, I think your next step is to contact the moderator team via private message. Here's the details you need to know to do so:

How can you get help with your account, activation, or service?

Please contact the Community Moderator Team to get gelp with you account.
They are Public Mobile support employees who can help with your issue (More details).
Click here to send them a private message.

In your message please include:

PM Phone Number, 4 digit PIN, Account email address, Detailed explanation of your issue

Don't know your pin?--provide any 3 of the following:

Complete mailing address, Email address, Alternate phone number, Date of birth, Last top up date & amount

How long until they reply?:

Office Hours: Mon-Friday 9am to 9pm, and Saturday & Sunday from 9am to 7:30pm [Toronto Time].
Messages are replied to during office hours, in the order in which they are received
Typical response time is between 1-3 hours, depending on message queue, but can be up to 48 hours.
There is no need to send multiple messages.

How can I view my private messages between myself and a Community Moderator?

How to view and reply to your private messages

Re: Data add on not working

teresachlee — Mon, 30 Apr 2018 17:29:17 GMT

Thank you @mimmo !

Re: Data add on not working

teresachlee — Mon, 30 Apr 2018 17:30:12 GMT

@srlawren Thank you for the details!