4 weeks ago
I have a twofold problem…
1, I purchased US Canada Mexico package several months ago and it never reflected in my subscription plan on the app. I am currently in Mexico and not connecting to service. I insured that I was connected by purchasing a new plan several days early, which included Mexico. I can see I was charged on my credit card, but it’s not reflected as updated in my profile and currently says I have a US Canada plan.
which brings me to the second problem, I am not connected to a network out here. I have tried all troubleshooting options given. I have an iPhone 11 Pro Max. My friend has an android and purchased Services yesterday and has no issues connecting. Please help
4 weeks ago
@Rvdiddy wrote:I have a twofold problem…
1, I purchased US Canada Mexico package several months ago and it never reflected in my subscription plan on the app. I am currently in Mexico and not connecting to service. I insured that I was connected by purchasing a new plan several days early, which included Mexico. I can see I was charged on my credit card, but it’s not reflected as updated in my profile and currently says I have a US Canada plan.
which brings me to the second problem, I am not connected to a network out here. I have tried all troubleshooting options given. I have an iPhone 11 Pro Max. My friend has an android and purchased Services yesterday and has no issues connecting. Please help
Hey @Rvdiddy
An option to try out is to go into your settings, then network settings and reset them. Then reboot. After it's restarted, go into your network settings and turn off automatic. Now, I've never been to Mexico before so I'm not aware of what providers they have there so you can manually try each one. If the problem persists, you can contact a CS Agent to find out why it's not working.
You can submit ticket by direct message:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
A Customer Service Agent will reply to your community inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage
4 weeks ago - last edited 4 weeks ago
hi @Rvdiddy ,
1. Also try to reboot your phone, some time it's required.
2. If you have purchased CAN/US/MEX plan and it was not reflected in your account, did you purchase the plan "on the renewal" date ? if yes, can it be that you're still within the month of the old package, and your new plan will be renewed on the next billing cycle ?
3. On the mobile application - Check the current plan, and it will show you the current plan (Subscription -> Manage Subscription).
4. On the mobile application you can check the upcoming charge date + upcoming package (Payment -> View Upcoming Payment Breakdown".
5. If this is the case where you package/plan with Mex still didn't kick in, then you have 2 options: a. wait for renewal date. b. purchase the subscription right away, it will bill you credit card and you will not get any refund for the old plan/left minutes/left data etc.
Best,
Hope that helps.
4 weeks ago
it might be browser cache problem so you are not seeing the correct plan. Try access again using browser with Incognito mode
and for service in Mexico. try to change network mode to 3G and 4G, then manually connect to At&T or Telcel