Add-on Data - Not being applied

[boshek]

Hi there,

I have bought additional add-on data. Mine has expired. 1 gig of it. I can see that my available funds are $30 but the data was not added as I can't access data on my phone.

Any ideas?

Thanks in advance!

Sam

[Mary_M]

Good morning @boshek,

thanks for getting in touch with us!

Of course we can look into it for you, can you please send us a private message including your account details? )

Let's keep the conversation going,

Mary

[boshek]

@Shazia_K This appears to have happened to me again. Possible for you to look into this again for me?

[Shazia_K]

Hello @boshek, 

Can you please send me your Public Mobile phone number via private message? 

Thanks.

Shazia

[boshek]

@Shazia_K the same thing happened again where I added more data to my service as an add on and it never was applied. Can you help me out again with this please? Thanks!

[boshek]

Ok so it turns out that the problem (or the solution at least) was to connect the phone to wifi, turn on iMessage and everything worked beautifully. Presumably some switch that couldn't be overcome until the phone switched networks. 

Thanks for your help!

Sam

[boshek]

Indeed @Luddite That was my last resort. It seems like a drastic solution to a small problem. THanks for the links!

[Luddite]

@boshek I would do a lot more searching before a factory reset; for example these articles https://support.apple.com/en-us/ht204065 and http://www.imore.com/how-troubleshoot-and-fix-problems-imessage and http://www.igeeksblog.com/fix-imessage-not-working-problems/

[boshek]

Ok I'll try that tonight.

Thanks!

[Shazia_K]

Yes, good point @Luddite, forgot to mention that! 

[Luddite]

Backup the phone before doing the factory reset otherwise you will lose ALL your data, photos, music etc. 

[Shazia_K]

@boshek, 

You should factory reset your phone and set it as a new iphone. 

Thanks,

Shazia

[boshek]

No I factory reset the network settings - not my phone. 

And no prompt for the carrier settings update.

Thanks!

[Shazia_K]

@boshek,

Go to settings-general-about and see if you get prompt for carrier settings update? 

You said you factory reset your phone, did you restore it as a new iphone or restore it as a back up? 

[boshek]

Yes I did that. Though diabling iMessage is moot as that is the issue - it won't enable. But that did not work as I said a few messages ago.

Thanks!

Sam

[Shazia_K]

@boshek,

Did you try :

1:Disable iMessage.

1. Select General

2.Select Reset.

3.Reset Network Settings

4. Enable iMessage.

[Luddite]

I have exactly the same phone and iOS. Settings >> Messages has a scrollable list with several options.

Odd you cannot see them.

[boshek]

I must not have iMessage set to "Send as SMS". Because once my data is gone, I no longer can send or receive messages.

Once I am on a wifi network with my phone I will also try taking out the sim card, putting back in an rebooting.

Thank you for your help!

Sam

[Luddite · Accepted solution]

If you did have iMessage off when you reset the Network, and the correct phone number shows in  Settings >> Messages >> Send & Receive, then sorry I am out of ideas. @Shazia_K may have some.

In future just leave iMessage on, it defaults to SMS if there is no data. (provided you have set Send as SMS on)

Whoops, on last thought. Just wait, iMessage seems to be self healing at times.

[boshek]

Hi @Luddite,

Unfortunately that did not solve the issue.

Any other ideas?

[Luddite]

OK same as me

Settings >> General >> Reset >>> Reset Network Settings

This will cause your phone to find PM again and hopefully iMessage too. You will have to reinstall any wifi passwords though.

[boshek]

iOS: 9.3.2

Model: iPhone 5

Will the network reset restore facotry defaults? Will I need to do further modification to regain access to the Public mobile network?

[Luddite]

Which model/iOS?

You should still be able to do a Network Reset.

[Shazia_K]

@boshek, 

Can you try @Luddite's suggestion please?

Let us know if that helped, if not we will troubleshoot further.

Thanks,

Shazia

[boshek]

Only MMS Messaging option is available to toggle and that is marked as on.

Thanks for the reply.

[Luddite]

Confirm the settings in iMessage itself:

Send as SMS: on

Send & Receive: phone number is correct as +1 (xxx) yyy-xxyy

MMS: on

Also try a Network Reset with iMessage off; rebooting does not reset network settings

[boshek]

@Shazia_K - Thank you 

However, this created another weird problem that I will keep here in case it is related to this issue. 

I am using an iPhone. When my data was off I turned off iMessage so that I would still receive SMS. Then after @Shazia_K great help I was able to access data. Then I went to turn iMessage back on and I received this message:

"iMessage unavailable. Turn on cellular data or use Wi-Fi to set up iMessage"

Weird. So I went to my settings and data was already turned on. I have tried re-booting my phone several times. Any ideas?

[Shazia_K]

Hello @boshek, 

I'm sorry about this, 

I was able to add the data add-on for you without any issues 🙂 can you please reboot your phone? 

Were you using your self-serve account to add the add-on?

Thanks,

Shazia

[Luddite]

Add-ons are not automatically renewed when used up. You must log into your self serve account and click "Purchase Add-ons". Have you done that and still no service?