US data add on

[brine]

I purchased 1 GB US data - son now in states and doesn’t seem to be able to use it. 

[Dunkman · Accepted solution]

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@brine wrote:

Thank you - we just re checked plan to learn his includes Canada and US! 

So… we didn’t need this add on after all. How do I get that refunded. Ugh…

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@brine 

Is his service working now then?  

If you need a refund (or a credit back to your account), click on the chat icon on the right lower corner of website.  Follow prompts to submit ticket for customer service agent help.  It will take a few hours for CSA to respond.  

[Phil_Adelphus]

@brine  Two more things to check, first the obvious -  he does have cellular data turned on?  Is the phone set to connect to 5G, LTE or 3G?  

[brine]

Thank you - we just re checked plan to learn his includes Canada and US! 

So… we didn’t need this add on after all. How do I get that refunded. Ugh…

[Dunkman]

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@brine wrote:

How does he know he is using this add on? And not his regular plan?

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@brine 

What is his regular plan?  If his regular plan does not include US roaming, to have service in USA, he has to be using the US add on.  

Do you see the US roaming add on in his account?  

[brine]

How does he know he is using this add on? And not his regular plan?

[brine]

$20 for 15 

[Phil_Adelphus]

@brine   Are you sure you got the right add on?  Was it $20 for 15 days or $15 for 30 days?

[Dunkman]

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@brine wrote:

How do you reset network?

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@brine 

From the apple website:

If you're using iOS or iPadOS 15 or later, tap Settings > General > Transfer or Reset [Device] > Reset > Reset Network Settings.

If you're using iOS or iPadOS 14 or earlier, tap Settings > General > Reset > Reset Network Settings.

This also resets Wi-Fi networks and passwords, cellular settings, and VPN and APN settings that you've used before.

[brine]

How do you reset network?

[Dunkman]

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@brine wrote:

Yes - iPhone 

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@brine 

iPhones should have no issues with US roaming. As mentioned, a simple reboot of phone or network reset of phone (note; this will erase any saved Wifi passwords).  Make sure airplane mode is turned off. 

Which US carrier is he connected to?  If one carrier does not work, try to manually select the other carrier (if available).  Public mobile US partners include T mobile, AT&T and Verizon.  Sometimes one carrier works better than another in a certain area. 

[Sansan]

What type of phone does he have? Tell him to reset networks and restart the phone. He would also need to check the APN.

[brine]

Yes - iPhone 

[Chalupa_Batman]

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@brine wrote:

I purchased 1 GB US data - son now in states and doesn’t seem to be able to use it. 

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Hey @brine 

Tell him to go into the Settings, Network settings and turn off automatic on the "carrier" part. Then click on T-Mobile and then since you've stated data roaming is turned on, tell him to reboot. This should work.

Do you know what phone he's using?

[brine]

Roaming on. Just for data 

[Sansan]

Is this just for data or calls?

Is roaming turned on?