topic Re: US Add-on isn't working in Get Support

US Add-on isn't working

bigharry666 — Fri, 01 Nov 2024 02:13:01 GMT

Help......I'm in the US and I have added on the US- talk - text - 3 GB data......twice now. Both times it's worked fine. Today we were heading to Georgia and discovered that my add-on had expired, so I tried to add-on the same US plan-talk, text & 3 GB by using the *611 option. I added $40 to my account and I went through the whole process to add the US plan but at the very end, it said it failed. So I tried to add it again but stated insufficient funds. My account only showed $10 because the system took out the $30 for the US plan. I checked my add-ons and it shows I have US - talk - text & 3 GB data but it's not working. I can't make a call or text nor will my Google Maps work in the car. I get a voice message stating I have no data. I put more money into my account to see if I could re-add the same plan but it won't let me because I already have the same plan. I need someone to fix this asap because I need to use Google Maps in my car. Please Help

Re: US Add-on isn't working

DDM69 — Fri, 01 Nov 2024 02:19:43 GMT

Have you manually connected to a US network?

Is data roaming on? Try rebooting your device.

Re: US Add-on isn't working

Sansan — Fri, 01 Nov 2024 02:27:30 GMT

When did the first add-on expire. You have to wait 24 hours to purchase another of the same.

Also you need to a VoLTE enabled phone. Is yours? Check the list here.

https://www.publicmobile.ca/en/bc/get-help/articles/volte

Turn roaming on and connect manually to T-Mobile or AT&T.

You might need to restart device.

Re: US Add-on isn't working

bigharry666 — Fri, 01 Nov 2024 02:46:08 GMT

I have been in the US since Sept 30th and so I added my 1st US $30 add-on on Sept 30th. Next, I added my 2nd US $30 add-on on Oct 15th. Today I tried to add my 3rd US $30 add-on by using *611 (which I've never done b4). Normally I would use my PC to log into my account. When I used *611 it stated it Failed but the $30 was taken out PLUS my account shows I have the US add-on by it for some reason its not working. I manually tried T-Moble and AT&T and neither worked. I have a Pixel 8 phone and the 1st two times I added the US packages it worked perfectly. It's not my phone it has to be a problem on PM's end. Can someone please look into this to get it fixed? I can travel with no data? Please

Re: US Add-on isn't working

bigharry666 — Fri, 01 Nov 2024 02:52:28 GMT

Yes I've tried manually connecting to different US networks, yes data roaming is on, and yes I have rebooted my phone several times.

Re: US Add-on isn't working

bigharry666 — Fri, 01 Nov 2024 02:55:30 GMT

I can't travel with data because I need to use Google Map as my GPS. Please help

Re: US Add-on isn't working

bigharry666 — Fri, 01 Nov 2024 02:57:46 GMT

Sorry ............I meant to say "I can't travel without Data".

Re: US Add-on isn't working

Phil_Adelphus — Fri, 01 Nov 2024 10:19:11 GMT

@bigharry666 can't travel with data because I need to use Google Map as my GPS. Please help

Did you know you can download areas of planned travel on Google Maps in advance for use later when offline? It will not have traffic info but you can still navigate as long as all the area being travelled is downloaded.

Re: US Add-on isn't working

bigharry666 — Fri, 01 Nov 2024 12:31:20 GMT

yes, I knew that. How do I get this escalated?

Re: US Add-on isn't working

eddieO — Fri, 01 Nov 2024 12:34:49 GMT

@bigharry666, if rebooting the phone did not help and it's been over 24hrs and service is still not working you, your best bet will be to open a ticket through the Chatbot: https://widget.telus.tiia.ai/publicmobile/publicmobile.html
(and then type: Customer Support Agent)

Or, if you are having trouble with the Chatbot try sending a private message to:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)

Re: US Add-on isn't working

bigharry666 — Fri, 01 Nov 2024 12:50:52 GMT

Thank Eddie