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Good Citizen / Bon Citoyen

US Add on not recognized even though listed as active on website

   I purchased a US Talk and Data add-on and it is listed as active on my Public Mobile account page. However, now that I'm in the US, whenever I try to make a call, I get the message: "Your call could not be completed because your plan does not include a US roaming add on. Please contact Public Mobile..." This occurs whether I am using AT&T or T-Mobile

 

   In the past, I've had issues using the data on T-Mobile (only AT&T seems to work), but calls always went through normally on both networks. Now, I can't make any calls on either network.

 

Jay

Mayor / Maire

Re: US Add on not recognized even though listed as active on website

Mayor / Maire

Re: US Add on not recognized even though listed as active on website


@NateinTO wrote:

   I purchased a US Talk and Data add-on and it is listed as active on my Public Mobile account page. However, now that I'm in the US, whenever I try to make a call, I get the message: "Your call could not be completed because your plan does not include a US roaming add on. Please contact Public Mobile..." This occurs whether I am using AT&T or T-Mobile

 

   In the past, I've had issues using the data on T-Mobile (only AT&T seems to work), but calls always went through normally on both networks. Now, I can't make any calls on either network.

 

Jay


Try cycling phone off / on again.

Try manually selecting either of T-mobile or AT&T, whichever works best at the time.

Keep us posted if anything works.

 

Good Citizen / Bon Citoyen

Re: US Add on not recognized even though listed as active on website

   I've gone through the usual troubleshooting measures before posting: turing on and off, ensuring that roaming is on (although this should only affect data not my inability to makle calls), and switched between networks. The issue is at the level of Public Mobile which does not recognize that I activated the plan, even though my account page lists the Add-On as "active".

 

Jay


@NateinTO wrote:

   I purchased a US Talk and Data add-on and it is listed as active on my Public Mobile account page. However, now that I'm in the US, whenever I try to make a call, I get the message: "Your call could not be completed because your plan does not include a US roaming add on. Please contact Public Mobile..." This occurs whether I am using AT&T or T-Mobile

 

   In the past, I've had issues using the data on T-Mobile (only AT&T seems to work), but calls always went through normally on both networks. Now, I can't make any calls on either network.

 

Jay


 

Tags (1)
Mayor / Maire

Re: US Add on not recognized even though listed as active on website

You said you've used the roaming add-on "in the past"...when did the last batch expire ?

Good Citizen / Bon Citoyen

Re: US Add on not recognized even though listed as active on website

 I was in the US 2 weeks ago and used an add on with no problem (now expired). This newest add on was purchased yesterday. My account lists it as active.

Mayor / Maire

Re: US Add on not recognized even though listed as active on website


@NateinTO wrote:

 I was in the US 2 weeks ago and used an add on with no problem (now expired). This newest add on was purchased yesterday. My account lists it as active.


If your old plan expired yesterday, you'll have trouble getting the next one going for about 24 hours after the old one expired. Do you know exactly when it expired ?

Good Citizen / Bon Citoyen

Re: US Add on not recognized even though listed as active on website

How do I bring this to the attention of a moderator? I need to get this straightened out as soon as possible.

Oracle

Re: US Add on not recognized even though listed as active on website


@NateinTO wrote:

How do I bring this to the attention of a moderator? I need to get this straightened out as soon as possible.


Create a moderator support ticket using the ? button at the right side bottom corner of this page.
Keep asking SIMon to "contact human" for one or more times. SIMon will eventually show you the "Submit a ticket" button. Click on submit button to get the create ticket screen.

Mayor / Maire

Re: US Add on not recognized even though listed as active on website

If your last add-on was talk/text and data...try buying just the talk add-on now again.

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