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monthly pass not working

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monthly pass not working

I have purchased a monthly pass back on August 22, 23 2018 and I cannot get internet on my phone at home. I have called and spoke to two agents about this in the past two days and nothihg has been resovled. I have not had an issue before with this. When it tries to connect it comes back saying invaild IP address. I woul like to see if this can be resovled since I have paid for this service and are not able to use it at my home address.