topic Re: data add on in Get Support

data add on

bideawee — Wed, 18 Sep 2024 06:34:14 GMT

I went over my data, so I redeemed 15 pts for 1GB, it said it would be added within 24 hours and it has not, and my phone still tells me I am unable to access the web. I re-started my phone and it still is not showing up

Re: data add on

BKNS27 — Wed, 18 Sep 2024 08:36:28 GMT

@bideawee

The 1gb of data is for USA Roaming data. Are you try it while in Canada or USA? It only works while in the USA.

If you are in Canada, it is 10 points for 1gb of data while in Canada.

You might want to check with a CS_Agent if you redeemed the wrong data but no guarantee if they can reverse your points.

Re: data add on

softech — Wed, 18 Sep 2024 11:21:31 GMT

@bideawee

did you check you phone and see if you have a data limiter enabled? it could be that setting blocking your further use of data, disable it.

And did you login My Account and check if you see the new add-on added to your account yet? And check the Rewards portal's Transaction log to see if it shows successfully redeemed.

If it shows that way but it is not, open ticket with support for assistance :

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Log In", finally click "Click here to submit a ticket ↗"
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there