USA roaming.....calls being dropped.....add ons not correct even though it said successful and money

[NancyMJ]

I renewed my add ons...the USA roaming bundle.   My calls were dropping so I tried purchasing the $8 unlimited roaming.   My calls are still dropping.   My account does not show proper add ons....  I need help!   Nancy

[NancyMJ]

Not sure of the time frame....got the message yesterday and then went to make a call about 10:30 this morning and got a message that my call couldn't be completed as I didn't have addons.  So I repurchased and within minutes I was able to make my phone call.  

[Anonymous]

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@NancyMJ wrote:

After my problems with US roaming that was finally straightened out.....  I have now waited my 10 days... was sent an email yesterday saying my US roaming add ons would expire today so now I have renewed them for 10 more days and all is working well.

The key is - don't get anxious and renew before your addons have expired!  -    Your phone will drop calls if the addons are overlapping.

all is good again for another 10 days!  :)👍🏻🤗

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Thanks for the update @NancyMJ . How long after the time of day when the add-on expired were you able to re-buy the same add-on? If you recall, the add-ons are 10 - 24 hour periods from time of purchase.

[NancyMJ]

After my problems with US roaming that was finally straightened out.....  I have now waited my 10 days... was sent an email yesterday saying my US roaming add ons would expire today so now I have renewed them for 10 more days and all is working well.

The key is - don't get anxious and renew before your addons have expired!  -    Your phone will drop calls if the addons are overlapping.

all is good again for another 10 days!  :)👍🏻🤗

[Anonymous]

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@NancyMJ wrote:

Yes.... that was the problem......took a few days for them to listen and fix my overlapping add ons but now it's done and I'm in business again!   Thanks for the help!

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 @NancyMJ 

Thanks for the update.

Will you be re-purchasing? We would like to know exactly when you can re-buy the same add-on after the time of day that it expires. I think it's likely midnight ET. Maybe you'd be interested in checking that out for all of us.

Or even if you're back home before it expires you can check after it expires.

[NancyMJ]

Thank you......   took them a few days to listen and correct my addons but today they did and i am not dropping calls anymore.   You were very helpful:)

[NancyMJ]

Yes.... that was the problem......took a few days for them to listen and fix my overlapping add ons but now it's done and I'm in business again!   Thanks for the help!

[Anonymous]

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@NancyMJ wrote:

Thanks....  yes had $40 in my funds....  now I'm down to $17 so they charged me for the add ons I thought I purchased.   I may have tried to top them up too soon because my calls were dropping, I thought my 10 days were expired.   So I may have had multiple things going on...

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It sounds like you have 2 concurrent talk add-ons. This is the problem. You'll need the moderators to fix it.

The add-ons are 10 - 24 hour periods. But the re-buy delay for the same add-on might be overnight or midnight ET. But you bought different add-ons...just the same kind.

[gblackma]

@NancyMJ If you have more than one voice roaming add on at the same time, your calls will drop. The only way to fix this is to contact the moderators and ask them to remove the extra ones. Contact them directly using this link https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

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@NancyMJ wrote:

Thanks....  yes had $40 in my funds....  now I'm down to $17 so they charged me for the add ons I thought I purchased.   I may have tried to top them up too soon because my calls were dropping, I thought my 10 days were expired.   So I may have had multiple things going on...

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[NancyMJ]

Thanks....  yes had $40 in my funds....  now I'm down to $17 so they charged me for the add ons I thought I purchased.   I may have tried to top them up too soon because my calls were dropping, I thought my 10 days were expired.   So I may have had multiple things going on...

[NancyMJ]

I added funds and when I purchased the add ons the screen came up showing I was successful and that amount was deducted from my funds.   Now when I look at my add on... they are not there.   I purchased the 10 day bundle..  talk text and data.  Then when my calls were dropping I thought I did something wrong so I purchased unlimited talk for 10 days.   

now it shows that the add ons I have are the $8 one and then 2 others that say unlimited talk - 10 days - free.    And unlimited text  - 10 days - free.  .....all US roaming

so that isn't what I had purchased.     I just want my phone to work again!

[Anonymous]

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@NancyMJ wrote:

My call goes through and then about a minute in I hear 3 beeps and then  I'll hear 3 more beeps and then it cuts off.

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Can you tell us your Available Funds balance?

Can you look in your add-ons area for any mention of roaming?

Can you look in your Plan Details for any mention of roaming add-ons?

If you have more than 1 of roaming talk then this is a known problem and you'll need the mods to fix it for you.

[NancyMJ]

My call goes through and then about a minute in I hear 3 beeps and then  I'll hear 3 more beeps and then it cuts off.

[computergeek541]

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@NancyMJ wrote:

I renewed my add ons...the USA roaming bundle.   My calls were dropping so I tried purchasing the $8 unlimited roaming.   My calls are still dropping.   My account does not show proper add ons....  I need help!   Nancy

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Since the add-ons are not showing, I'm wondering if the add-ons were purchased or the account was only topped up. When trying to purchase an add-on, proceeding when there are not enough funds in the account balance to pay for the add-on will not purchase the actual add-on, but rather only add the funds to your account.

[Dunkman]

@NancyMJ 

Maybe screenshot your add on section in your overview page to determine which add ons you have purchased.

Which of the following add ons did you purchase?

U.S. Talk, Text and Data Bundle
Unlimited Talk, International Text and 250MB Data for just $20 for 10 days.
U.S. Talk and Text Bundle
Unlimited Talk and International Text for just $15 for 10 days.
U.S. Talk Only
Unlimited Talk for just $8 for 10 days.
U.S. Text Only
Unlimited International Text for just $8 for 10 days.
U.S. Data Only
250MB Data for $10, 500MB Data for $15 and 1GB Data for $20 for 10 days.

[will13am · Accepted solution]

@NancyMJ , are you able to connect to the US roaming partner while attempting to make a call?  If you have the US roaming bundle and that did not work for calls, getting the US talk only is not going to help.  Just to clarify, when you say calls drop, do you mean that you are able to connect a call but just not able to maintain it or you cannot even get the call to dial out?  

If you want to change add-ons because the wrong one was purchase, you will need to get in touch with the moderator team.  The moderator team can be reached via private message using smartforms which is initiated by clicking on the ? on the lower right corner of the webpage or try using this link. The guided process will facilitate documentation of the issue or concern and the required resolution which will be submitted to the moderator team. Refer to this announcement link for additional details on smartforms and the ticketing system for moderator team interactions. If use of smartform brings no joy, then use the following direct link to private message the moderator team. Refer to the following knowledge base article for additional information on the moderator team.