US add on with data

[Amanda24]

On Nov 23rd, I successfully completed a purchase for a 15-day add-on. Currently, I'm still waiting for it to take effect. My Account says I still have $30 available but twice, actually, I have put the add-on in my cart and completed the purchase. What's with the activation delay/neglect!?

[hTideGnow]

HI @Amanda24 

check Community inbox for agent's reply.  If no reply still, message them again with the ticket reference number for update

[Amanda24]

It's been well over 24 hours since I made my purchase, and I submitted a ticket yesterday at 6:00 pm but no reply as yet. I'm logged in incognito now and nothing is different 😕

If I have to wait 24 hrs to re-buy, that means I have a day without internet access, doesn't it? Unless I can connect to wifi which is not always possible. How do I purchase add-ons without an interruption to my service?

 

 

 

[hTideGnow · Accepted solution]

HI @Amanda24 

if you are rebuying roaming addon after the first one expired, you have to wait 24 hours to rebuy or you need to ask support agent to help

So, it is likely this problem, please submit ticket as said above

[Amanda24]

@hTideGnow

Thanks for the prompt response! I definitely have my roaming on and my first purchase of the 15-day add-on, which I completed in Canada, was seamless but has expired now.

Definitely connected via T-Mobile.

Submitted a ticket yesterday, about 6pm but no answer yet...

I am going to clear my cache and attempt your initial suggestion now!

Thank you, again, for the help

[hTideGnow]

@Amanda24 

it could be just a browser cache problem.  Please try again using Incognito/private/secret mode on your browser to login My Account, or try using the PM app (logoff the app first and log back in)

if same, then submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  

If any issue with ticket submission, you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage          

And if you are in US already, try access the roaming data.  Just remember to turn on Roaming data on your phone and make sure your phone connects to T-Mobile or AT&T or Verizon