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Model Citizen / Citoyen Modèle

Re: Best way to add US add-on?

Thanks, it wouldn't make sense if not. BTW my friends activated the add-on from home before leaving for the airport. Good advice. Smiley Happy

 

=aw

 

Model Citizen / Citoyen Modèle

Re: Best way to add US add-on?

My friend is now in US and is having a lot of trouble. She thinks she did something wrong but I'm not so sure. She added the $20 US Roaming Bundle add-on before she left the house in Canada on Jan 1.

 

She couldn't turn on data roaming but I think that's fixed (my fault, I didn't tell her to turn on mobile data first). More seriously, calls are not working (I told her she shouldn't need data roaming on for calls to work, is that right?). Specifically she reported, "I've called a friend as a local [Canadian] # and reached her but it cut off twice  and same happened when we called someone in Georgia."

 

I've looked at her account and I think she did it right, then bought too much. Here's the situation.

 

I see only 4 add-ons on her main page (yes I see she used a tiny bit of US data, not sure how)..

01.02.2019-18.10

but maybe that's a limitation of PM's site. I'm seeing more when I click on "Purchase Add-ons", it lists her add-ons but too many (because she bought again, thinking she'd done it wrong -- she actually did buy the $20 (Talk+Text+250) on Jan 1, and the $15 (Talk+Text) and $10 (250MB) on Jan 2. That explains why there are so many but would it explain why they're not working?01.02.2019-18.13

 

 

 

 

 

 

 

I feel I'm missing something obvious to get this working. I've told her to turn on mobile data, turn on data roaming, turn off WiFi, and trying using a little bit of data and trying making a call. But is there another step to making this work?

 

Thanks!

=aw

 

Mayor / Maire

Re: Best way to add US add-on?

@ottawa oh no.... the double US Roaming Talk add-ons in your second screen shot are the cause.  This is a known issue that you must not purchase this particular add-on more than once at a time.  Unfortunately you/she will need to reach out to the moderator team to correct this, and this will take a few days to get a response.  Most unfortunate.  Having more than one of the US Roaming Data won't cause any issues (other than possible waste).  I'm not 100% sure about the texting but that one is easy enough to test--if she can send you a text message and you can receive it, then the duplicate is okay there too.  But for talk, it definitely confuses the system unfortunately.


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Model Citizen / Citoyen Modèle

Re: Best way to add US add-on?

Thanks for the fast response. I will let her know and I will reach out to the mods on her behalf.

 

That said, she only bought the second voice roaming add-on because she thought she had failed to buy the first one. What did she need to do for the voice roaming to work? I wouldn't have thought data roaming was needed since she might not have bought data.

 

=aw

 

Mayor / Maire

Re: Best way to add US add-on?

@ottawa there shouldn't be anything special required for voice roaming.  Some phones "just work" when crossing into the USA (with valid add-on(s) purchased), where others sometimes need a manual network selection (turn off automatic network selection and manually choose T-Mobile or AT&T).  Or actaully even a simple reboot can resolve that issue for some.


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Model Citizen / Citoyen Modèle

Re: Best way to add US add-on?

Okay thanks I've told her what to do and I'll wait to hear from her. She's with family but unfortunately they don't have a landline.

 

=aw

 

Model Citizen / Citoyen Modèle

Re: Best way to add US add-on?

Thanks to the mod who fixed my friend's problems (not sure if we're supposed to name them but it's all good).

 

Now we have another problem. I told my friend the plans would now run Jan 4-13 instead of Jan 1-10 (because the mod reset them on Jan 4). But then she went ahead and bought talk and text add-ons yesterday, so now her calls are limited to 1min.Texting seems to work and I think data does too.

 

I told her the new second talk add-on should kick in on Jan 14, after the first one expires. Is that right? I also told her there's no point in flagging this for a mod, since they probably wouldn't be able to fix it faster than letting it fall off. If I'm wrong then I'll contact the mods for her again.

 

BTW I think it would be appropriate to have a warning on the add-on page, saying that 2 simultaneous US talk add-ons will conflict. I know it would probably be a lot of work to recode to the talk add-on is blocked while a talk add-on is live (though really that would be the best solution for the customer), but where would I submit this suggestion for a line of text on the order page?

 

Thanks!

=aw

 

Mayor / Maire

Re: Best way to add US add-on?

 @ottawa

Adding roaming add-ons starts right away even if it's the same one. As your friend has found out, problems arise when you try to stack the add-ons. You can buy the different roaming add-ons and they'll run concurrently like buy texting, then buy talk, then buy data but buying the SAME one has problems.

There are lot of places where the text is unclear or doesn't match reality.

Model Citizen / Citoyen Modèle

Re: Best way to add US add-on?

To add further confusion, this morning (Jan 14@10am) my friend's still showing 2x talk and 2x text and 1x data add-ons, but I expected the first set of talk+text+data (fixed by mod on Jan 4) to have fallen off already.

 

I expected the second set of talk+text (which my friend bought on Jan 11) to be active now, and the data to be dead, and I was going to buy her another data.

 

To recap,

  • on Jan 1 my friend bought talk+text+data and left for US.
  • On Jan 2 my friend bought talk+text (because it wasn't working), which caused a conflict.
  • On Jan 4 mod fixed it and re-applied the talk+text+data, and I said don't buy again until Jan 14.
  • On Jan 11 my friend bought talk+text again, and broke talk

 

I told her the mod's Jan 4 add-on should expire at the end of Jan 13 and her Jan 11 add-on should start working. This what I'm seeing on Jan 14:

 

01.14.2019-10.14

01.14.2019-10.15

 

Do I have the timelines wrong?

 

Thanks!

=aw

 

 

Mayor / Maire

Re: Best way to add US add-on?

@ottawa the bundle purchased Jan 4th is likely the "problem".  Yes it would have expried at midnight last night, but there is a weird quirk where expried US Roaming add-ons can take up to about 24 hours to properly remove themselves from the account.  You may have heard of people having trouble receving texts back at home in Canada the day after their US Roaming Texting add-on expires?  I believe the same thing must be going on with the talk.  But in any event, if you haven't already, you or your friend should reach out to the moderator team for help.  Smiley Sad


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