US Add-on

[ThomasSimper]

We have the full US add-on - unlimited talk, text , 3Gb data. 8 of 15 days remaining. Tried to make a call to US and got message that all available minutes had been used. Usage history shows “unlimited” talk fully used. How can “unlimited” be used up? Have not made any calls into US. Can we only use this for calling while in the US? 

[ThomasSimper]

Worth a try but I think the problem is with my interpretation. Thanks to all for their quick replies

[DennyCrane]

@will13am It's possible that they purchased and used the roaming add-on for a trip to the US, and now are home and they thought they could continue using it to call into the US from Canada. If that's the case this wouldn't be refund worthy. 

[dust2dust]

@Handy1- "Tried to make a call to US and got message that all available minutes had been used. Have not made any calls into US. Can we only use this for calling while in the US?"

It's all there.

[will13am]

@ThomasSimper , you purchased a US roaming add-on which is for use while traveling in the US. What you need is US long distance add-on which is for use while in Canada.  You might want to chat with support about getting a refund due to error in add-on purchase.  No guarantees they will provide a refund, but worth asking anyway.  

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

[DennyCrane]

@Handy1 "Can we only use this for calling while in the US?"

I think @ThomasSimper is in Canada trying to call the US.

[Handy1]

@ThomasSimper  So you’re in the US now ? Reboot phone and make sure you’re connected to T mobile or AT&T . Also ensure you have the right add on US roaming add on and not the US long distance add on . Or vise versa 

add @DennyCrane  right you got US roaming add on you wanted US long distance add on 

use this link to support and see if they can reverse this for you 

send a  private message   To CS_Agents click          

VVVVV      Link below    VVVVV

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

[DennyCrane · Accepted solution]

That add-on is only for use IN the US, to call the US and Canada. To call from Canada to the US you'll need a long distance add-on.