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Add on not working

Great Neighbour / Super Voisin

Purchased add on text and phone for 15 day in US. Has never worked and has only 5days left. Would like a refund for the plan tha never worked. Tried every trouble shooting technique 


Great Citizen / Super Citoyen

Search through your phone settings and enable all roaming if you find any. Won't cost you extra money since it's prepaid service.

Mayor / Maire

Hi @Lorrainelane if it is data roaming, did you enable Mobile data roaming on your phone?


if it is voice roaming you had trouble, can you manually change the Network to 2G??

Mayor / Maire

Curious @Lorrainelane 


What were those trouble shooting techniques?   Just takes a device which can manually connect to the T-Mobile network down there, you may want to turn Roaming "on", and for calling you would need to force the device to the 2G network as the 3G was decommissioned some time ago.


Indeed, the Customer Support Agents are likely very flexible around these add-ons given the persistent user experience and the limited connectivity and foolishness users have to do to get all services to function.


Below is how you reach them.   Can you update us as to whether they complied with your reasonable request, please?


To contact a Customer Support Agent, there are 2 methods:


  1. Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request).  Click the result which states Click here to submit a ticket and follow the prompts,  or, 
  2. Send a private message to the Customer Support Agent by clicking here  You’ll need to be logged into your Community account for the link to work.


Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.





Once VoLTE is active on your plan in the near future, you should have better experience with calling in the USA if you have a VoLTE enabled phone.  

Here is some more information:


As mentioned before, contact CSA and mention about your issues. 

Here is another article on troubleshooting:

Mayor / Maire


contact CSA to politely request a credit to your account for the add-on that was problematic.

Top of page, click Get Help / Chat with Simon to start the process.


You did set phone preferred network to T-Mobile...right ?

Need Help? Let's chat.