Data add-on

[louben]

I purchased a 1 gig add-on like I've done so many times before. This time my data isn't working even though it shows up in My Plan & add-ons and the transaction did go through. I'm not sure why this happened or how to fix it. 

 

[gblackma]

@JoanneMacAulay please use the 3 dots on the top right of your post to remove your personal information.  This is a public forum.  Log into your self services account and check to see if the addon are in the data a section.

If they are restart your phone, turn it off, wait 30 seconds and restart it. Enable data and try sending an mms message and surfing the internet. Stay safe 

[JoanneMacAulay]

I purchased 4 additional gigs of data and have no credit showing but you have my credit card money! I need my data asap! xxxxxxxxxxxxxxxxxxxxxxxxxx

edited by computergeek541: phone number removed

[Dunkman]

@louben 

Are you trying to purchase data for Canada use or for roaming in the USA?  From your screen shot, it looks like that you have Canada data 1gb and US roaming text and talk.  Is that what you wanted?  

If you want Canada data and it is not working, maybe try a network reset.  

[gblackma · Accepted solution]

@louben if in US enable data, roaming and restart your phone.

As @gpixel mentioned, you purchased the wrong add on. PM is prepaid there are no refunds. However, since a mistake was made, contact the moderators, explain your situation and ask them nicely to reverse the $15 1 gig data addon and add the correct $15 500mb US roaming data addon. Or add $5 extra for the 1 gig US roaming addon before contacting them and ask them to switch it to that one instead. There are 2 ways to contact the Moderator Team:

• Faster response- Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click here to get started.
• Slower- Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

Once connected to Simon, you will be asked to log in again with your community user name and password.  Please do, this allows you to continue and send your message.
- Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent.

- Keep an eye on the envelope top right of your screen.  The mods answer will show up there.  When it does, you will be asked to verify your self service account, with your password and login. Doing so allows the process to continue. Stay safe. 

[gpixel]

@louben 

• toggle airplane mode on off
• restart your device

*you can't use a regular data add-on if you are in America. you need to purchase a roaming data add-on.