topic Re: No data no local calls AGAIN!! in Get Support

Cannot make local calls. Get message saying I don’t have long distance plan

Kathieknox — Wed, 05 Jan 2022 06:57:55 GMT

Re: Cannot make local calls. Get message saying I don’t have long distance plan

Anonymous — Sat, 29 Sep 2018 17:28:24 GMT

@Kathieknox, Did you just sign up with Public Mobile, or did this just start happening? What area code are you in, and what area code are you dialing?

Also, what plan do you have (what does it say in your self serve portal)?)

Re: Cannot make local calls. Get message saying I don’t have long distance plan

Anonymous — Sat, 29 Sep 2018 17:27:55 GMT

And what plan are you on? If the $10 plan then maybe you're out of minutes.

Re: Cannot make local calls. Get message saying I don’t have long distance plan

Kathieknox — Sat, 29 Sep 2018 20:31:57 GMT

No not on the $10 plan. Unlimited text and calls in Ontario.

Still not working.

Re: Cannot make local calls. Get message saying I don’t have long distance plan

Han_15 — Sat, 29 Sep 2018 22:24:02 GMT

Did you try turning your phone off and on again? (to reboot the carrier)

Perhaps the number you called were out of province by any chance?

Re: Cannot make local calls. Get message saying I don’t have long distance plan

Kathieknox — Sun, 30 Sep 2018 11:50:35 GMT

I still have same problem of not being able to make local calls and get the same message from public mobile that I am not set up for long distance.

I have turned off phone. Removed he SIM card and put back in.

I’m calling numbers I have previously called without problem. They are all in 416 area code which is where I am calling from. I have repeatedly tried to call different and the same numbers since yesterday. My plan has not changed and there is nothing different under my account when I look it up. No charges are due for another month.

It is not safe for me not to have use of my phone to make calls.

How can I resolve this and get an administrator to sort this out?

Many thanks.

Re: Cannot make local calls. Get message saying I don’t have long distance plan

Kathieknox — Sun, 30 Sep 2018 11:52:23 GMT

Yes I have tried turning off and taking SIM card out.

All numbers are local and I have tried repeatedly since yesterday with no change. Account looks exactly the same and is paid up until mid October.

How can I reach an administrator for help? Thanks

Re: Cannot make local calls. Get message saying I don’t have long distance plan

mimmo — Sun, 30 Sep 2018 13:31:23 GMT

@Kathieknox what plan do you actually have? does anything else work> can you receive calls sms use data? your plan says active correct? and plan details say you have a talk plan? just double checking.

mods are replying last i heard 48hours so when you contcat them include all theneeded info.

if the reply time does nt work, then one possile workaround (depending on the plan you have) is you could try doing an immideate plan chnage to the $10, 50 minute plan and see if that resets your acount.

contacting mods see below

How can you get help with your account, activation, or service?

Please contact the Community Moderator Team to get gelp with you account.
They are Public Mobile support employees who can help with your issue (More details).
Click here to send them a private message.

In your message please include:

PM Phone Number, 4 digit PIN, Account email address, Detailed explanation of your issue

Don't know your pin?--provide any 3 of the following:

Complete mailing address, Email address, Alternate phone number, Date of birth, Last top up date & amount

How long until they reply?:

Office Hours: Mon-Fri 9am to 9pm, and Sat-Sun 9am to 7:30pm [Toronto Time].
Messages are replied to during business hours and in the order they are received
Typical response time is between 1-3 hours, but can be up to 48 hours.
There is no need to send multiple messages.

Some good posts/reads:

Search PM-GUIDE (remove "-") to find some great posts and answers to many common questions

Re: Cannot make local calls. Get message saying I don’t have long distance plan

d-d-d-dan — Sun, 30 Sep 2018 13:49:49 GMT

I feel like maybe it's related to specific cell towers. I had this issue near my workplace (as did somebody else on PM), but the moment I leave the area, outgoing calls begin working again.

Re: Cannot make local calls. Get message saying I don’t have long distance plan

Kathieknox — Sun, 30 Sep 2018 13:50:39 GMT

Hi mimmo

thanks very much.

I can receive calls and texts and make texts. Data seems to be fine although I’m usually using wifi.

Yes play says active and that I have a text and talk plan with some data.

Account says active

I have the $32 plan

i will try to pm them again and provide more details. Thanks so much for your help.

Re: Cannot make local calls. Get message saying I don’t have long distance plan

mimmo — Sun, 30 Sep 2018 13:56:58 GMT

@Kathieknox as a stop gap since data works and you can receive calls, Install the fongo voip app. this will give you a free canadian number that you can call out from untill the mmods fix your outgoing calls. if you have android phone i thing you can even use google hangouts to make calls and set it up to use your number (vis sms verification or something)

No data no local calls AGAIN!!

Kathieknox — Mon, 08 Oct 2018 23:12:09 GMT

For the second time in one week I cannot make local calls and I have no data. Why???

I am ready to switch carriers!!

A moderator wrote back AFTER the problem had been solved and apparently adjusted something and now I have both problems all over again! How do I escalate this to a moderator again??

Re: No data no local calls AGAIN!!

hairbag1 — Mon, 08 Oct 2018 23:17:05 GMT

I suggest you reply to the last email that PM moderator sent to you and explain your issue. Good luck.

Re: No data no local calls AGAIN!!

Kathieknox — Mon, 08 Oct 2018 23:26:45 GMT

Thanks..yes I have done that. But what happens is it takes them a week to reply and then I am stuck without use of a phone for calls or for data.

When first problem arose last week (not able to make local calls;kept getting message that phone not equipped for long distance. They put 500 long distance minutes on so I could make local calls.) Now I can’t make calls again. And there is no way I have used 500 minutes. And now again I have no data.

I cant wait for another week or more before resolution. Moderator “refreshed the provisioning of account” and now I’m back to square one with nothing working. After I had spent all that time sorting and fixing.

Re: No data no local calls AGAIN!!

hairbag1 — Mon, 08 Oct 2018 23:32:41 GMT

It's typical that they get back to you within about 48hrs...or so. I know it's frustrating. Hang in there !

Re: No data no local calls AGAIN!!

stonechucker — Mon, 08 Oct 2018 23:37:45 GMT

@Kathieknox, this sounds very strange. Adding minutes on an unlimited plan means nothing if you’re trying to make a call within the same province, let alone the same area code.

What happens if you let the message finish, does the call go through? If yes, there is no problem, as that is what is supposed to happen. I’m not in the 416, but I know I have to dial some numbers in the 226 with a 1 first, as they are long distance calls by definition.

if they do not go through, then it’s either a provisioning issue, or you’re on the $10 50/50 plan, but you say you’re not.

Re: No data no local calls AGAIN!!

Kathieknox — Mon, 08 Oct 2018 23:40:22 GMT

Thanks for your support. Unfortunately it has been 5 days for replies. I have fixed the data issue as per a previous post of mine but I am again without ability to make local calls. A second week of this stress trying to get help and not having a phone that functions isn’t something I think I can tolerate. I have a $50 credit in my account but I’m ready to lose that and go to Freedom. This is too much.

Re: No data no local calls AGAIN!!

Kathieknox — Mon, 08 Oct 2018 23:44:36 GMT

Thanks for your reply

I know it doesn’t make sense but what they did last week was add long distance minutes to my unlimited account for local calls and texting and that allowed me to make local calls. They gave me 500 minutes long distance and there is no way I have used 500. I was worried that this would only be a temporary fix and it looks like that’s true. First moderator said it was a problem with back end of public mobile. I will again try to get help through Telus as they saved the day last week on both the data and local calls problems. But if I can’t get rhis solved tonight or heaven forbid I get it solved and a moderator refreshes my phone I will likely lose it all again.

They did not read my last reply to them saying I had fixed it

Re: No data no local calls AGAIN!!

stonechucker — Mon, 08 Oct 2018 23:45:27 GMT

Can you screenshot your overview page, minus any personal information? Maybe there’s something being overlooked.

Re: No data no local calls AGAIN!!

Kathieknox — Tue, 09 Oct 2018 00:03:42 GMT

Thanks for trying to help me.

Sorry I’m not sure what you mean by the overview page. Could you elaborate please?

I keep getting booted off the community site and have to keep logging in through the whole procsss each time. I have the box checked to remember me but it’s not working. I must be doing something wrong.