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I bought a roaming add on yesterday - it says I don't have a roaming Plan when I make a call

anju_susan93
Great Neighbour / Super Voisin

I have renew/bought a new us talk and text unlimited add on to my plan yesterday. I have been charged for it as I see in my payment history. But it doesn't appear in my add ons  also when I tried to call today (I am currently in the us) it says I don't have a roaming plan. Texts are able to go through. I paid for this service I would actually like to be able to make calls. Please help. Does anyone know what the problem is?

4 REPLIES 4


@anju_susan93 wrote:

I did both steps. I already had money in my account so I only had to purchase the add on. I see the purchase in my payment history and the decrease from account balance. I also seen that that particular add on is no longer avaliable as an option as it usually is once you have purchase it. 


@anju_susan93  In that case you need to notify the moderator to check your account.

 

While you are waiting for the moderator to respond, you may try the lost/stolen phone trick:

To report your phone stolen. Login to your selfserve account. Choose Plans and Add-ons tab. Choose the Lost/Stolen Phone tab. Choose Suspend Service tab. Wait 15 minutes. Report your phone found. Re-start you phone.

 

To contact Public Mobile click here. The link  sends you to the private message function and adds the moderator team as recipient for a private message. You just have to enter a title and text in the body of the message describing the problem and post. The message will be received by the moderator team and they will respond to it. You will receive the response in your private message inbox.

Moderators are available: M-F from 8 AM to midnight Eastern time and S-S from 8 AM to 10 PM Eastern time.

Note: Moderator Hours are subject to change, but you can always find the current times here

Please note that account verification may be required when contacting the Moderator Team 

 

anju_susan93
Great Neighbour / Super Voisin

I did both steps. I already had money in my account so I only had to purchase the add on. I see the purchase in my payment history and the decrease from account balance. I also seen that that particular add on is no longer avaliable as an option as it usually is once you have purchase it. 

geopublic
Mayor / Maire

@anju_susan93 wrote:

I have renew/bought a new us talk and text unlimited add on to my plan yesterday. I have been charged for it as I see in my payment history. But it doesn't appear in my add ons  also when I tried to call today (I am currently in the us) it says I don't have a roaming plan. Texts are able to go through. I paid for this service I would actually like to be able to make calls. Please help. Does anyone know what the problem is?


@anju_susan93 Purchasing an addon is s two step process. First you fund your account. (You already did this) and the second step is to purchase it. (Sounds like you still need to do this). If the addon doesn't show up as part of your add-ons it means you haven't purchased it. Use selfserve or dial 611 on your phone to purchase it and restart your phone.

hairbag1
Mayor / Maire

@anju_susan93 wrote:

I have renew/bought a new us talk and text unlimited add on to my plan yesterday. I have been charged for it as I see in my payment history. But it doesn't appear in my add ons  also when I tried to call today (I am currently in the us) it says I don't have a roaming plan. Texts are able to go through. I paid for this service I would actually like to be able to make calls. Please help. Does anyone know what the problem is?


You may have to manually select At&T ot T Mobile network.

Also, if you tried renewing within 11 days of original Roaming Add-on ...it could be a problem. PM's brain doesn't like to renew same plans until original one expires plus a day.. You can try to send a message for moderator assistance...Click this to message them

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