Long distance add on

[Hilly16]

I have a 15 day USA talk and text add on that I have been using for the past 10 days but today which is day 11 I cannot make any calls and the recording is telling me that I don’t have a USA talk and text add on.  

[maximum_gato]

@Hilly16 

This sounds like a reoccurence of the glitch pm had when they first launched the 15 day US Roaming add ons  from the former 10 day add ons. Contact customer support to look into the issue. They may need to remove your add on and readd it. Submit a ticket via SIMon at the bottom of the page or send a private message if you cannot verify and submit the ticket.

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

[dust2dust]

Is your account still active? Nothing will work if you've gone into suspension.

But interesting number. When the 15 days were introduced there was a bug where the service stopped after 10 days like the old add-ons. Maybe that bug has returned from the questionable technicians maybe mucking around in the system.

Click the spinner refresh icon underneath the Shop Add-ons button to make sure of those days left.

[hairbag1]

@Hilly16 

is it only talk that's affected or text as well ? Can you still send / rec texts whilst in USA ?

Do you have volte enabled in settings ?

[Hilly16]

• It is unlimited talk and text 

[Hilly16]

I purchased it 10 days ago.  My portal is showing that I have 5 days left 

[Meow]

Check your account how many minutes you really have left.

Remember that 1-59 sec is counted as 1 min for any outgoing call.

Try using different browser. Try Incognito/private mode. Clear browser’s cache. Try forced refresh. Use computer and not phone to log in.

[HALIMACS]

@Hilly16 

Did you purchase it 15 or more days ago? It is only good for 15 days from the point of purchase, not from entry into the US.

Login to your self-serve account to see how many days are remaining and if you need to repurchase, select from the choices there. If you are repurchasing the same one you must wait 24 hours after it has expired before renewing unless you ask the customer support agents to add it for you.

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

1. Use the ticketing system for a faster response time. Click here to create a support ticket, or, 
2. Send a private message to 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.

[hycm53]

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@Hilly16 wrote:

I have a 15 day USA talk and text add on that I have been using for the past 10 days but today which is day 11 I cannot make any calls and the recording is telling me that I don’t have a USA talk and text add on.  

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Login your account to check how many days left. Just reminder you, when you bought 15 day USA talk and text add on it will immediately activated.