add-on is not working

[jassskalkat]

I redeemed my points for 3 GB Data Reward US Roaming-3GB Data (15 day) but it is not working at all. I don't what the problem is and I really need internet.

[hTideGnow · Accepted solution]

Hi @jassskalkat   so, you are in Windsor now but want to use the roaming data since you used up your regular one?

Go to the network connection and use Manual and pick T-Mobile.  Also, make sure roaming data is toggled on 

[dust2dust]

lol So maybe it's the other way around for you. You stay connected to a Canadian tower even though you're in Detroit. Usually people complain that they get connected to a US tower. Did you check your network setting? It might be on manual and on Public. If you set it to automatic it might find a US tower. But then that might cause you trouble when you want to be "in Canada".

[jassskalkat]

I never really notice it but I never had a problem before. Internet works normal in Detroit for me. I had to buy add on this because I spent all my data on watching YouTube videos I didn't know I was using cellular data until I got the message from Public Mobile that I got no data left lol

[jassskalkat]

I'm in Windsor at the moment 

[dust2dust]

I wonder if you stayed connected to a Canadian tower while in Detroit? Did you also turn on roaming data? Is your phone set to LTE? Did you get a welcome to the US text? Maybe your phone is set to manual network and on Public which would make sense if you're in Windsor.

[esjliv]

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@jassskalkat wrote:

I was in Detroit when I bought it but right now I'm in Windsor Canada. It didn't work there it won't work here either. I tried restarting my phone multiple times too.

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@jassskalkat Roaming addons won't work while you are in Canada. Were you on the t-mobile network in Detroit?

[jassskalkat]

I was in Detroit when I bought it but right now I'm in Windsor Canada. It didn't work there it won't work here either. I tried restarting my phone multiple times too.

[esjliv]

@jassskalkat - just checking...you are in the USA right? That ROAMING addon is for use whilst in the USA.

If you are in the USA, try restarting your phone or reset your device's network settings; this can help you get connected to the proper network. Can you see t-mobile ?

EDIT, if this is the 2nd time you are using this same Roaming addon, then it may have been purchased too soon to be able to use. 360 hours after first purchased + 24 hours. In this case, submit a ticket to CSA to get it activated.