topic Re: Ons (Long Distance) in Get Support

Ons (Long Distance)

pkkk44 — Wed, 05 Jan 2022 09:16:20 GMT

Hi there!

Yesterday I added the Internacional Long Distance minutes (400 min). Today I have been trying to call some numbers from my country, Spain. However, a man answers me saying that talks aren't in my current plan. Anyone can help me???

Thanks!

Re: Ons (Long Distance)

Anonymous — Wed, 10 Apr 2019 00:19:44 GMT

@pkkk44 wrote:
Hi there!
Yesterday I added the Internacional Long Distance minutes (400 min). Today I have been trying to call some numbers from my country, Spain. However, a man answers me saying that talks aren't in my current plan. Anyone can help me???

Thanks!

Do you still see the amount that you paid in, in your Available Funds?

Do you see the 400 minutes lower down on your overview page?

Do you have a Talk component in your base plan?

Edit: And is your Account Status Active?

Re: Ons (Long Distance)

SD08 — Wed, 10 Apr 2019 00:16:54 GMT

@pkkk44 wrote:
Hi there!
Yesterday I added the Internacional Long Distance minutes (400 min). Today I have been trying to call some numbers from my country, Spain. However, a man answers me saying that talks aren't in my current plan. Anyone can help me???

Thanks!

Just to clarify, you mean calling from Spain? The 400 mins international long distance add-on is only for use when you are IN Canada. PM only has roaming for the US, not other countries. For that you would need a local SIM.

Re: Ons (Long Distance)

pkkk44 — Wed, 10 Apr 2019 00:19:05 GMT

Hi,

I have checked it. In my box of plans and ons, I can see:

400 min Intl Long Distance (Incl Canada & US) 0 / 400 MIN

8.5GB at 3G Speed 285.856 / 8704 MB

I have also verified that my monthly plan includes: Unlimited Talk to Canada and the US.

I don't know if you need to receive any notification by messaging when you get an on. In my case, I got yesterday and I haven't received any message saying me that I get the on. But in my plan account appears like actived.

Re: Ons (Long Distance)

pkkk44 — Wed, 10 Apr 2019 00:19:51 GMT

No! I'm currently in Canada. I have been trying to make the calls from Toronto

Re: Ons (Long Distance)

Anonymous — Wed, 10 Apr 2019 00:21:13 GMT

@pkkk44 wrote:
Hi,

I have checked it. In my box of plans and ons, I can see:

400 min Intl Long Distance (Incl Canada & US) 0 / 400 MIN
8.5GB at 3G Speed 285.856 / 8704 MB

I have also verified that my monthly plan includes: Unlimited Talk to Canada and the US.

I don't know if you need to receive any notification by messaging when you get an on. In my case, I got yesterday and I haven't received any message saying me that I get the on. But in my plan account appears like actived.

Try restarting the phone.

Re: Ons (Long Distance)

pkkk44 — Wed, 10 Apr 2019 00:25:50 GMT

Anything! I have restarted the phone and it doesn't work. It is still appearing the same guy telling my that talk is not in my current plan.

Re: Ons (Long Distance)

Anonymous — Wed, 10 Apr 2019 00:26:58 GMT

@pkkk44 wrote:
Anything! I have restarted the phone and it doesn't work. It is still appearing the same guy telling my that talk is not in my current plan.

Two more things to try. We'll start with this one.

Try the lost/stolen feature.
Log in to self-serve. Plan & Add-Ons from top menu. Lost/Stolen Phone from next menu. Suspend Service button. Log out. Wait a few minutes. Log back in and back to Lost/Stolen Phone and Resume Service this time. Log out. Restart phone.
See what happens.

Re: Ons (Long Distance)

srlawren — Wed, 10 Apr 2019 00:29:45 GMT

@Anonymous wrote:
@pkkk44 wrote:
Anything! I have restarted the phone and it doesn't work. It is still appearing the same guy telling my that talk is not in my current plan.
Two more things to try. We'll start with this one.
Try the lost/stolen feature.
Log in to self-serve. Plan & Add-Ons from top menu. Lost/Stolen Phone from next menu. Suspend Service button. Log out. Wait a few minutes. Log back in and back to Lost/Stolen Phone and Resume Service this time. Log out. Restart phone.
See what happens.

@pkkk44 are you dilaing the Spanish number like this? https://www.howtocallabroad.com/results.php?callfrom=canada&callto=spain

Re: Ons (Long Distance)

mimmo — Wed, 10 Apr 2019 00:29:52 GMT

@pkkk44 are you dialing the number correctly that message sometimes appears when the number entered is incorrect. Try calling a USA tel number that will help identify if the addon is working corretly.

If it is not then you could try the lost stolen trick. Click. Plans and addons then lost stolen toggle the lost stolen mode for 5 mins.

Re: Ons (Long Distance)

Anonymous — Wed, 10 Apr 2019 00:33:14 GMT

@mimmo wrote:
@pkkk44 are you dialing the number correctly that message sometimes appears when the number entered is incorrect. Try calling a USA tel number that will help identify if the addon is working corretly.

If it is not then you could try the lost stolen trick. Click. Plans and addons then lost stolen toggle the lost stolen mode for 5 mins.

He said he has the Can/US plan.

Re: Ons (Long Distance)

pkkk44 — Wed, 10 Apr 2019 00:34:17 GMT

Ok, I'll try it. Just a little doubt. Do I have to activate data roaming or something similar? It's currently with the option never.

Re: Ons (Long Distance)

srlawren — Wed, 10 Apr 2019 00:35:06 GMT

@pkkk44 wrote:
Ok, I'll try it. Just a little doubt. Do I have to activate data roaming or something similar? It's currently with the option never.

@pkkk44 no you don't. Just dial using the format in the link I provided and you *should* be good to go.

Re: Ons (Long Distance)

Anonymous — Wed, 10 Apr 2019 00:35:16 GMT

@pkkk44 wrote:
Ok, I'll try it. Just a little doubt. Do I have to activate data roaming or something similar? It's currently with the option never.

No. Not data.

srlawren may be on to it. Make sure you're dialing the number fully correctly.

Re: Ons (Long Distance)

pkkk44 — Wed, 10 Apr 2019 00:47:15 GMT

Hi! I was calling directly to the saved numbers from Spain, so those numbers don't have the +34 (this is the spanish prefix). I just tried calling with the prefix and it seems that works (the beeps sound). The problem is that nobody from Spain is going to answer me at this (their) hour. It could be that the problem? Not to use the prefix?

Re: Ons (Long Distance)

Anonymous — Wed, 10 Apr 2019 00:50:10 GMT

@pkkk44 wrote:
Hi! I was calling directly with the saved numbers from Spain, so those numbers don't have the +34 (this is the spanish prefix). I just try calling with the prefix and it seems that works (the beeps sound). The problem is that anybody from Spain is going to answer me at this (their) hour. It could be that the problem? Don't use the prefix?

For all international dialing, you first need to get out of your own country. ie. 011. Then you need to connect to the country code of whatever country you're trying to call. ie. 34 Then you get into the local area codes and prefixes etc.

Edit: The first + sign in front of the country code is another way of getting out of whatever country you're in. (sorry mimmo - I edited this and then saw your post)

The thought crossed my mind to remind you of the time difference but I thought "nah...he'll know that" 🙂

Re: Ons (Long Distance)

mimmo — Wed, 10 Apr 2019 00:48:50 GMT

I believe You can also dial +34 then the number instead of 011

@Anonymous sorry I missed the part that USA calling was included in the plan. But concept still stands try calling another country and see if it connects

Re: Ons (Long Distance)

pkkk44 — Wed, 10 Apr 2019 00:49:51 GMT

The number I'm using for making the calls is a canadian number, so I don't understand when you say 'you first need to get out of your own country. ie. 011. Then you need to connect to the country code of whatever country you're trying to call'

Re: Ons (Long Distance)

Anonymous — Wed, 10 Apr 2019 00:51:15 GMT

@pkkk44 wrote:
The number I'm using for making the calls is a canadian number, so I don't understand when you say 'you first need to get out of your own country. ie. 011. Then you need to connect to the country code of whatever country you're trying to call'

Say what now?! I thought you trying to call someone in Spain? Why did you get the 400 minute add-on?

Re: Ons (Long Distance)

pkkk44 — Wed, 10 Apr 2019 00:54:55 GMT

No!!!! I'm in Toronto and I'm trying to call people from Spain. That's why I got the 400 min Int on!!