2nd gig roaming not working

[Michellelaura]

I purchased an additional gig of USA roaming but it is not working.  Help seems to indicate that I need an agent to activate it.   I got a message from someone but there is no way to reply.   Please activate my 2nd gig. xxxxxxxxxxxxxxx.   I already purchased

[darlicious]

@Michellelaura 

You will need to reply to the CSA via your private messaging. You can send a follow up message asking the CSA to add the US Roaming data add on for you since the funds are already in your account.

Keep an eye on the envelope icon next to your avatar at the top right corner of your screen for a little number to pop up indicating a reply from a CSA. Responding promptly will speed up service times but expect a reply within an hour.

To contact customer support click below:

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

To pre-verify your account in your private messages only include your full name, address, email, phone # and 4 digit acct pin #

[hTideGnow]

@Michellelaura HI, the system won't stop you to buy but it has problem to assign you the data.  Open ticket as advised above and CS Agent can help quickly 

[dust2dust]

If it was before the 240 hours of the add-on time then I suspect you bought the Canada 1gb. You should be able to buy a different roaming data bucket though to tie you over until the first one expires and after the wait and buy the 1gb again. Or ask the support people to put it in any time.

[JL9]

I am guessing it is because the first 10 days isn't up and either way you usually have to wait 24 hours - unless a CS Agent does it manually for you. So hopefully they will see your message sooner than later so they can bypass that for you.

[Michellelaura]

It was before the 10 days were up but I was also able to purchase it successfully.  They charged my credit card.  Seems pretty silly that it wouldn't just work

[computergeek541]

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@Michellelaura wrote:

I purchased an additional gig of USA roaming but it is not working.  Help seems to indicate that I need an agent to activate it.   I got a message from someone but there is no way to reply.   Please activate my 2nd gig. xxxxxxxxxxxxxxx.   I already purchased

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Log back into your Self Serve account and check if the balance for the payment of this add-on is still in your Public Mobile account balance. This would be an indication that the add-on has not been purchased. When someone tries to purchase a Pbulic Mobile add-on without first having the funds in the account, the process does nothing more than add a top up.  In those caess, the customer needs to go back and purchase the add-on.

[esjliv]

@Michellelaura 

Purchasing an addon is TWO STEPS:

 Be sure to:
1. Add funds to your account, if you don`t have sufficient funds  

2. Go back to the Add-Ons page and select your Add-On.

If you still see the $s in your Available Funds area, then you need to go back to complete step #2.

Go to the envelope at the top, right of your community page and reply to the message from CSA.

[hTideGnow · Accepted solution]

Hi @Michellelaura , was your first 1GB data  still within your 10 days ?  you cannot buy the 2nd 1GB early without the help from CS Agent

Open a ticket with them and they can add for you:  At https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

1. type: Contact CS Agent
2. Click "Contact Us"
3. Click "Other"
4. Click "Click here to submit a ticket"
5. you will then direct to another page to open ticket.
   
   After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

If you have problems submitting a ticket, you can also send a private message to the moderators (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

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