Add on not working

[Abys]

I purchased 1 GB of data using rewards; in my account, I can see that PublicMobile effectively reduced my rewards points, but I have not received the data. My phone shows, an exclamation sign next to the connection icon when I try to use data. Public Mobile should give me back the point. In my account, I can see I have 1GB not used for 15 days, and 7 days have already passed. However, it is not possible to use that data. 

[hTideGnow]

hi @HScott48 

did you try reboot your phone? and make sure your phone does not have data limit enabled

for the addon not showing up on  My Account, it could be just a browser cache problem.  Please try again using Incognito/private/secret mode on your browser to login My Account, or try using the PM app (logoff the app first and log back in).  Also check Payment history to see if it recorded your purchase 

if same, then submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
If any issue with ticket submission, you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage 

[HScott48]

I paid for a data add-on on Dec. 2, I have the receipt, but it has not appeared on my account, and I have not mobile data now.

[Steph5222]

I did the same thing as you did because it does NOT SAY for “use in the US only”. Also, like you said why does it give that reward option for a Canadian customer with a canadian phone number and address? I think this is totally a PM mistake and we should be given the data AND our points back as an apology for the trouble. pfft so silly to have that as the number one reward for canadian customers. 

[Steph5222]

I did the same thing as she did because it does NOT SAY for “use in the US only”. Also, like she said why does it give that reward option for a Canadian customer with a canadian phone number and address? I think this is totally a PM mistake and we should be given the data AND our points back as an apology for the trouble. pfft so silly to have that as the number one reward for canadian customers. 

[hairbag1]

@Abys 

I do understand, indeed. If you're a new PM client or an occasional visitor to your account, it can be very confusing until you're familiar with the lay-out and how things work. PM has data add-ons for In Canada and for use while in USA. The In Canada data ($5 or $!5) last for 30 days while the US data add-on ($10, 20 or $25) last for either 15 days or until it reaches data limit. I'm sure that Customer Support will be happy to make the change for you though. While you wait, have a snoop around the PM website. Have a look at the different add-ons and plan options. Top of this page click on the tab labelled Shop to see what's in there.

[Abys]

I did not make a mistake, @Hairbag; it is a Public Mobile mistake. There is no writing that the GB purchased with points are only for the US. It makes no sense that a Canadian client with a Canadian address and Canadian phone number is given the option to use points to purchase GB, and the client is not told that the GB is for the US. Here, you can understand the mistake from Public Mobile. 

[Abys]

I followed option 2 as the chatbot sent me back here. I wrote to them. I am looking forward to getting the point back, as I can't use the data here in Canada. I am surprised that the rewards were automatically used by GB for the US. My account phone number and address are in Canada.  Thank you for your help, Softech.

[hairbag1]

@Abys 

you made a mistake...that is for data while in US. You should ask Customer Support for consideration and fix your purchase of data to In Canada data. Use the little orange bubble, bottom right side of page to start that process.

added...if that fails, use this link instead. Give them as much acct info as you can ie acct #, ph #, name on acct etc..

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

[softech]

@Abys only US roaming as a 15 days expiry

  Support can helptno confirm and exchange, Please open ticket 

[Abys]

I used poits. 

[Abys]

Are you working for Public Mobile? It does not say that it is a US roaming add-on. How can Public Mobile give my point back? 

[softech · Accepted solution]

@Abys you might have got the wrong one of it shows 15 days expiry. Support can help to exchange it back 

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

[Abys]

canada

[hairbag1]

@Abys 

for use in Canada...here's what you should have bought...

[softech]

@Abys seems like your got US roaming add-on . Do you want to use it in US or Canada?? if use in Canada, you got the wrong one