04-22-2020 02:44 PM - edited 01-05-2022 10:29 AM
Hello
The phone my mom uses had a 1GB plan and I purchased another 1GB as add on. The original `1GB has been used and although she still has another 1GB left, it is not connecting to the internet. One of her calls was cut off on Whatsapp and she is not able to use other apps.
Thank you for your help
04-22-2020 05:15 PM
@amagnatta Try In order:
1. Restarting your phone. Turn your phone off, wait 30 seconds and restart.
2.Putting your phone on aeroplane mode for 5 minutes. Take it off and restart.
If these tricks don't work reset your network settings, enable data, restart your phone , re- enter WiFi set to be if applicable, and try using data.-
04-22-2020 04:26 PM
@amagnatta wrote:I did purchase it and it was charged to my visa.
@amagnatta Look like you still need to do step 2.
04-22-2020 04:11 PM
@amagnatta wrote:I did purchase it and it was charged to my visa.
How to buy an add on tutorial:
https://productioncommunity.publicmobile.ca/t5/Plans-Add-Ons/HOWTO-Purchasing-Add-ons/m-p/198974
04-22-2020 04:10 PM
@amagnatta wrote:Hello
The phone my mom uses had a 1GB plan and I purchased another 1GB as add on. The original `1GB has been used and although she still has another 1GB left, it is not connecting to the internet. One of her calls was cut off on Whatsapp and she is not able to use other apps.
Thank you for your help
When you go to add on's you have to have enough funds in your account to add the data. If you did not have the funds in your account it will not apply. Make sure you turn your data off on your phone then back on or reboot your phone.
Cheers
04-22-2020 04:09 PM
@amagnatta wrote:I did purchase it and it was charged to my visa.
As mentioned, it's two steps. If you're still seeing the amount you paid in your Available Funds then you didn't do the second step. Maybe post a screen snip of your overview page so we can see what you have going on. Blank out personal info of course.
04-22-2020 04:06 PM
I did purchase it and it was charged to my visa.
04-22-2020 03:19 PM
@amagnatta wrote:it said she had $15 left and I need to pay another $10 which i did but it does not say it's active
Buying add-on is a two steps process. She has $15 available fund in her account. Now, she can do the second step to purchase the addon.
04-22-2020 03:15 PM
it said she had $15 left and I need to pay another $10 which i did but it does not say it's active
04-22-2020 03:06 PM
@amagnatta wrote:Hello
The phone my mom uses had a 1GB plan and I purchased another 1GB as add on. The original `1GB has been used and although she still has another 1GB left, it is not connecting to the internet. One of her calls was cut off on Whatsapp and she is not able to use other apps.
Thank you for your help
If your available fund is $15 or more, you had not purchase the extra 1GB add-on yet. You did the first step by adding fund to your account. You need to purchase the addon now with your $15 available fund. Also check her account for the add-on usage line. If her account overview page does not showing any data usage line, she had used all the data.
04-22-2020 03:05 PM
If you did purchase it and it's showing up on your overview page, try restarting your phone
04-22-2020 02:49 PM
To purchase Add-Ons using your Self-Serve account, follow these steps:
04-22-2020 02:47 PM - edited 04-22-2020 02:50 PM
@amagnatta Hi check to see if the other one gigabyte is in your account when you purchase an add on it is a two-step process first you have to put the money in your account and then you have to buy the add on please check to see if the money is still in your account if so step two you have to purchase the add on.