My US-Canada Add on did not work on my iphone

[maramshaat]

Hello,

I traveled to NY, USA and before my trip I made sure to add the USA-CANADA add on plan for both my father and I, once we arrived it did not work whatsoever. How could I get compensated for the amount that i paid? 

[Anonymous]

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@maramshaat wrote:

Thanks ShawnC13

Yes i did follow the steps and it shows that i have the add on in my usage tab however none was used. I also connected to the carriers but everytime i called it said that i did not have the add on although i did. 

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The couple other following questions might seem dumb but it would be useful to know to be sure. It does kinda sound like you might have bought a non-roaming add-on. What is the add-on called in your overview page?

[maramshaat]

Thanks ShawnC13

Yes i did follow the steps and it shows that i have the add on in my usage tab however none was used. I also connected to the carriers but everytime i called it said that i did not have the add on although i did. 

[computergeek541]

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@maramshaat wrote:

Hello,

I traveled to NY, USA and before my trip I made sure to add the USA-CANADA add on plan for both my father and I, once we arrived it did not work whatsoever. How could I get compensated for the amount that i paid? 

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I could be wrong, but I am also suspecting that a long distance add-on might have been purchased by mistake.

@maramshaat if you go into your account, what is the name of the package that you purchased?

[luke11992]

As others have stated, you need to go into settings and enable data roaming. I have an iPhone and the US add-on worked fine for me after I enabled this setting.

[geopublic]

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@maramshaat wrote:

Hello,

I traveled to NY, USA and before my trip I made sure to add the USA-CANADA add on plan for both my father and I, once we arrived it did not work whatsoever. How could I get compensated for the amount that i paid? 

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@maramshaat  Did you make sure that you purchased the correct addon? You did pick the US Roaming Talk and not the US Canada talk addon correct?

[ShawnC13]

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@maramshaat wrote:

Hello,

I traveled to NY, USA and before my trip I made sure to add the USA-CANADA add on plan for both my father and I, once we arrived it did not work whatsoever. How could I get compensated for the amount that i paid? 

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Did you do the two step process for purchasing add-ons?  Did you have your Roaming features turned on?  Did you try to manually select either AT&T or the T~Mobile Network?  These are just all the things that need to be checked and or will be asked.  

Purchasing addons is a two step process.  Here is a great tutorial on how to purchase addons created by @srlawren  https://productioncommunity.publicmobile.ca/t5/Plans-Add-Ons/HOWTO-Purchasing-Add-ons/m-p/198974

[Dunkman]

@maramshaat 

Generally, there are no refunds in prepaid plans, but you can contact moderator to see what they can do for you.

Did you turn on data roaming?  Try to manually choose carrier (AT&T or T mobile)?

Send a private message to moderator through the following link :

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