US talk, text, data add-on hasn't been shown up

[bigharry66]

Hi Guys.......I purchased the US talk, text & data 250MB add-on this morning and it still hasn't been added to my account.  I deposited $20 this morning and you took the $20 + tax for the add-on but I still don't have the coverage.  Please help because I need to contact my family back home in Canada. 

[dabr]

@bigharry66   Submit a ticket to customer support via chatbot or send private message.  Here's couple of links, try chatbot first.

chatbot:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html

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

[dust2dust]

Only the support people can fix this. Click on the simon chatbot below and find your way to submit a ticket.

[bigharry66]

I've tried everything.  As you can see above, I've paid for the US add-on but it's not showing up in my add-ons.  Plus see attached.........If I go to add on a new US add-on it doesn't give me the option to add the US Talk, Text & Data 250MB add-on because I'm supposed to have had it already.  Plus when I try to send a new text............PM 611 returned text message stating I don't have any US coverage.   This doesn't make any sense.  Is there someone else I should be contacting to get this fixed?

[dust2dust]

And what about calls and data?

You will need to contact support to fix whatever the problem is. It would seem you did finish up the 10 days. Then you waited until the next morning anyway. But it might still be that you need to wait 24 hours to buy the same add-on.

[dabr]

@bigharry66    Make sure your data roaming is enabled and perhaps try rebooting the phone. 

Are you able to manually select AT&T or T-Mobile?  T-Mobile is suggested in order for calls to work if you can select 2G network mode on your phone.

edit:   I see you've already used a previous add-on.  There's supposed to be 24 hour delay in being able to purchase/use the same add-on after the first one expires.

[bigharry66]

I purchased the US talk, Text & data (10 days) add-on on Oct 1st and it worked just fine, but it ran out on Oct 11th.  I'm in the US for 30 days, so I need to get another 10 days added on. If I send a text, I get a 611 text back stating "your plan does not include sending texts while in the US".   I've paid for the add-on...see attached.  Is there someone who can help me? 

[fujiyama]

It might also be connectivity issues with 3G network shutdown in the US:

https://www.publicmobile.ca/en/on/get-help/articles/us-roaming

If this is the problem, try contacting CSA for a refund.

If your phone supports esim, this might help with free data during your trip 😎

https://www.t-mobile.com/offers/free-trial 

[softech]

@bigharry66 

With this new site, you likely still reading off the cached version, so the list of add-ons  you got might not be up to date

Try to login My Account using Incognito mode (or InPrivate for Edge, Private for Safari) or try again with a completely different browser like Edge/Firefox/Chrome.  You should then see the latest list from the server.

Also, check Payment History to confirm the money was used to purchase the roaming add-on and was not just loaded into the account as Available Fund