topic Re: Sorry, we cannot complete your call, you do not have the required long distance add on in Get Support

Sorry, we cannot complete your call, you do not have the required long distance add on

adamstefan — Wed, 05 Jan 2022 08:46:44 GMT

"Sorry, we cannot complete your call, you do not have the required long distance add on."

This message started yesterday. I also cannot send a message. (in my account i used 12 messages out of 50) I stay in Toronto all the time. I have Canada wide plan.I have Ontario location in my account. I have topped my account with $8 what is showing in my account. I have autopay. I rebooted my phone many times. I cannot call to my phone.

I am in trouble. Need help!!

Re: Sorry, we cannot complete your call, you do not have the required long distance add on

Pizzaeh — Mon, 18 Mar 2019 02:59:56 GMT

@adamstefan wrote:
"Sorry, we cannot complete your call, you do not have the required long distance add on."
This message started yesterday. I also cannot send a message. (in my account i used 12 messages out of 50) I stay in Toronto all the time. I have Canada wide plan.I have Ontario location in my account. I have topped my account with $8 what is showing in my account. I have autopay. I rebooted my phone many times. I cannot call to my phone.
I am in trouble. Need help!!

Update: reading up on this message, it's probably a plan renewal related problem, so you should send a message to the mods. Click the envelope icon (top right), or click the link below. Explain the details to them.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

When you log into your account, what do you see? What is the account status?

What plan are you on?

Re: Sorry, we cannot complete your call, you do not have the required long distance add on

Alex888 — Mon, 18 Mar 2019 03:01:05 GMT

@adamstefan Try going into your account, report your phone as lost/stolen, log out, wait 5 minutes, log in and report it found, then restart your phone.

Re: Sorry, we cannot complete your call, you do not have the required long distance add on

adamstefan — Mon, 18 Mar 2019 03:02:13 GMT

Canada Wide Plan.

Re: Sorry, we cannot complete your call, you do not have the required long distance add on

will13am — Mon, 18 Mar 2019 03:02:20 GMT

@adamstefan, on the overview page, check the my data and add-on box, do you see any minutes or sms there. The metering is shown there. If the usage is all consumed, you won't see it.

What is the intent of topping up? Is it to renew the plan early? If so, you need to private message the moderator team to do the early renewal. Customers cannot do it on their own.

Re: Sorry, we cannot complete your call, you do not have the required long distance add on

adamstefan — Mon, 18 Mar 2019 03:14:33 GMT

I have done as you sugested. Still the same problem.

Re: Sorry, we cannot complete your call, you do not have the required long distance add on

Anonymous — Mon, 18 Mar 2019 03:21:05 GMT

@adamstefan wrote:

Canada Wide Plan.

Keep scrolling down. What is showing underneath in the next area?

Re: Sorry, we cannot complete your call, you do not have the required long distance add on

adamstefan — Mon, 18 Mar 2019 03:21:06 GMT

@will13am wrote:
@adamstefan, on the overview page, check the my data and add-on box, do you see any minutes or sms there. The metering is shown there. If the usage is all consumed, you won't see it.

What is the intent of topping up? Is it to renew the plan early? If so, you need to private message the moderator team to do the early renewal. Customers cannot do it on their own.

Could be that i do not understand how topping account work. I have ballance $8 topped up recently. My origiinal 50 minutes is exhausted. My sccount shows that i also have 38 maessages left to sent out of 50.

Re: Sorry, we cannot complete your call, you do not have the required long distance add on

Anonymous — Mon, 18 Mar 2019 03:23:40 GMT

@adamstefan wrote:
@will13am wrote:
@adamstefan, on the overview page, check the my data and add-on box, do you see any minutes or sms there. The metering is shown there. If the usage is all consumed, you won't see it.

What is the intent of topping up? Is it to renew the plan early? If so, you need to private message the moderator team to do the early renewal. Customers cannot do it on their own.
Could be that i do not understand how topping account work. I have ballance $8 topped up recently. My origiinal 50 minutes is exhausted. My sccount shows that i also have 38 maessages left to sent out of 50.

Right. That's the answer to the subject line question. You can't call or answer anything anymore. Use that $8 and get the 200 minute add-on and you can call again.

Re: Sorry, we cannot complete your call, you do not have the required long distance add on

adamstefan — Mon, 18 Mar 2019 03:24:44 GMT

@Anonymous wrote:
@adamstefan wrote:
@will13am wrote:
@adamstefan, on the overview page, check the my data and add-on box, do you see any minutes or sms there. The metering is shown there. If the usage is all consumed, you won't see it.

What is the intent of topping up? Is it to renew the plan early? If so, you need to private message the moderator team to do the early renewal. Customers cannot do it on their own.
Could be that i do not understand how topping account work. I have ballance $8 topped up recently. My origiinal 50 minutes is exhausted. My sccount shows that i also have 38 maessages left to sent out of 50.
Right. That's the answer to the subject line question. You can't call or answer anything anymore. Use that $8 and get the 200 minute add-on and you can call again.

How can i do it?

Re: Sorry, we cannot complete your call, you do not have the required long distance add on

Alex888 — Mon, 18 Mar 2019 03:27:15 GMT

@adamstefanThat's why you can't make calls, you are out of minutes. Public Mobile doesn't do overage charges, you just stop being able to use it. You can either purchase a long distance add-on, it will always remain in your account until you have used all of the minutes you purchased, or you can message the moderators and ask them to renew your plan early. Either way, make sure you have enough funds in your account to cover the cost of either the add-on or renewal.

To purchase an addon look at the main page of your account and beside the section that says My Data & Addons the is a button to purchase addons. Make sure you buy the Canada addon, not a US one.

Re: Sorry, we cannot complete your call, you do not have the required long distance add on

Anonymous — Mon, 18 Mar 2019 03:26:03 GMT

@adamstefan wrote:
@Anonymous wrote:
@adamstefan wrote:
@will13am wrote:
@adamstefan, on the overview page, check the my data and add-on box, do you see any minutes or sms there. The metering is shown there. If the usage is all consumed, you won't see it.

What is the intent of topping up? Is it to renew the plan early? If so, you need to private message the moderator team to do the early renewal. Customers cannot do it on their own.
Could be that i do not understand how topping account work. I have ballance $8 topped up recently. My origiinal 50 minutes is exhausted. My sccount shows that i also have 38 maessages left to sent out of 50.
Right. That's the answer to the subject line question. You can't call or answer anything anymore. Use that $8 and get the 200 minute add-on and you can call again.
How can i do it?

Go into purchasing add-ons and select the 200 minute one and after success restart the phone.

Re: Sorry, we cannot complete your call, you do not have the required long distance add on

adamstefan — Mon, 18 Mar 2019 03:27:50 GMT

@adamstefan wrote:
@Anonymous wrote:
@adamstefan wrote:
@will13am wrote:
@adamstefan, on the overview page, check the my data and add-on box, do you see any minutes or sms there. The metering is shown there. If the usage is all consumed, you won't see it.

What is the intent of topping up? Is it to renew the plan early? If so, you need to private message the moderator team to do the early renewal. Customers cannot do it on their own.
Could be that i do not understand how topping account work. I have ballance $8 topped up recently. My origiinal 50 minutes is exhausted. My sccount shows that i also have 38 maessages left to sent out of 50.
Right. That's the answer to the subject line question. You can't call or answer anything anymore. Use that $8 and get the 200 minute add-on and you can call again.
How can i do it?

How do i contact the moderator. I checked all my account option i cannot find it.

Re: Sorry, we cannot complete your call, you do not have the required long distance add on

Alex888 — Mon, 18 Mar 2019 03:28:41 GMT

@adamstefan You can send them a private message here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Sorry, we cannot complete your call, you do not have the required long distance add on

Anonymous — Mon, 18 Mar 2019 03:29:16 GMT

@adamstefan wrote:
How do i contact the moderator. I checked all my account option i cannot find it.

You don't need the moderator. It's all self-serve. Even easier for you since you already have the money in your account.

Re: Sorry, we cannot complete your call, you do not have the required long distance add on

will13am — Mon, 18 Mar 2019 03:30:15 GMT

@adamstefan , follow this guide. It is well illustrated.

https://productioncommunity.publicmobile.ca/t5/Plans-Add-Ons/HOWTO-Purchasing-Add-ons/m-p/198974?advanced=false&collapse_discussion=true&filter=location&location=category:Public_Mobile_Community&q=add-on%20purchase&search_type=thread

Re: Sorry, we cannot complete your call, you do not have the required long distance add on

osprey828 — Mon, 18 Mar 2019 03:31:07 GMT

You can contact the mod in Private message.

Go to the Top right and click on Envelope beside the Bell
Click New message
send a message to Moderator_Team

Re: Sorry, we cannot complete your call, you do not have the required long distance add on

adamstefan — Mon, 18 Mar 2019 03:32:11 GMT

@Anonymous wrote:
@adamstefan wrote:
@Anonymous wrote:
@adamstefan wrote:
@will13am wrote:
@adamstefan, on the overview page, check the my data and add-on box, do you see any minutes or sms there. The metering is shown there. If the usage is all consumed, you won't see it.

What is the intent of topping up? Is it to renew the plan early? If so, you need to private message the moderator team to do the early renewal. Customers cannot do it on their own.
Could be that i do not understand how topping account work. I have ballance $8 topped up recently. My origiinal 50 minutes is exhausted. My sccount shows that i also have 38 maessages left to sent out of 50.
Right. That's the answer to the subject line question. You can't call or answer anything anymore. Use that $8 and get the 200 minute add-on and you can call again.
How can i do it?
Go into purchasing add-ons and select the 200 minute one and after success restart the phone.

Great, thanks, it works again!! Kind of two step procedure - not very intuitive for me.

Re: Sorry, we cannot complete your call, you do not have the required long distance add on

adamstefan — Mon, 18 Mar 2019 03:33:32 GMT

Thank you,

Re: Sorry, we cannot complete your call, you do not have the required long distance add on

Anonymous — Mon, 18 Mar 2019 03:36:35 GMT

~~@adamstefan~~

~~The link from will13am is excellent. But you've already paid in some money so you skip that step.~~

~~So further down on your overview page you'll see a button next to My Data & Add-ons saying Purchase Add-ons. Click it.~~

~~Scroll down a little and on the left side you'll see a Talk column.~~

~~Click on the little + button next to the 200 minute item.~~

~~Scroll a little further down and click on the Buy Add-ons button underneath in the middle.~~

Typed all this and in the meantime he got it figured. 🙂