topic Re: Incompatible data add-on in Get Support

Incompatible data add-on

LisaS1 — Fri, 27 Jun 2025 12:34:09 GMT

I used 25 reward points to get the Unlimited U.S. Talk, Text and 3GB Data Bundle (15 days) but when I go to my account, it says my Talk and Text is available but then it says Incompatible Data Add-ON so I don't think I have access to the data. Why? If that is the case then I just wasted 15 reward points because I could have just used 10 points to get the US talk and text

Re: Incompatible data add-on

softech — Fri, 27 Jun 2025 12:50:31 GMT

@LisaS1

The incompatible data is not referring to the US roaming data, it is referring to the bonus data you received from Christmas before

Are you in US now? Make sure you turn on Mobile Roaming Data on the phone for US data to work.

If you still need PM support to check and confirm, please open ticket with PM support:

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

Re: Incompatible data add-on

LisaS1 — Fri, 27 Jun 2025 13:01:07 GMT

Leaving for the US in a few hours. This is a screen shot of my account. Not concerned about the bonus data from Christmas:

Re: Incompatible data add-on

softech — Fri, 27 Jun 2025 13:03:37 GMT

@LisaS1

the screenshot does show the US roaming is incompatible. I have helped to escalate this issue with PM support, they will reach out to you via private message. Please check your community inbox for their reply
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Incompatible data add-on

LisaS1 — Fri, 27 Jun 2025 13:06:36 GMT

Thanks. Hopefully I get a response soon.

Re: Incompatible data add-on

hairbag1 — Fri, 27 Jun 2025 13:16:26 GMT

@LisaS1

while you wait...what cellphone are you using for talk in usa ? It must be a phone that has VoLTE recognized by Public Mobile...not all are. Here's a out of date list...see if your cell is on that list...

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

Without VoLTE, your calls in us will fail.

Re: Incompatible data add-on

LisaS1 — Fri, 27 Jun 2025 13:21:19 GMT

It is an Iphone XR so I think it should be fine

Re: Incompatible data add-on

CSA_PM — Fri, 27 Jun 2025 13:22:58 GMT

Hello @ LisaS1,

I sent you a private message. You can view and reply to it by accessing this link: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Incompatible data add-on

LisaS1 — Mon, 30 Jun 2025 14:39:43 GMT

So even though it showed on my account as incompatible, it still worked in the US. Not sure why but glad it all worked out.