topic Re: Phone service down one week! message no add-ons in Get Support

Why do I get the message I don't have an add-on? (when I really do) Why can't I place or take calls?

dumbphone — Wed, 05 Jan 2022 09:44:14 GMT

Phone is paid (a year ahead) can't make calls can't take calls (busy signal)

lost/suspend method dosen't help

reboots do nothing

Message plays I have no add on / long distance but its a local call.

Phone service down one week! message no add-ons

dumbphone — Fri, 03 May 2019 10:08:41 GMT

but its not true I have an add on and can't make or take calls

inbound jusy busy

outbound "you don't have an add-on"

grrr but I do

Re: Phone service down one week! message no add-ons

dumbphone — Fri, 03 May 2019 10:10:23 GMT

Can I get a credit for the lost week+ of service?

Re: Phone service down one week! message no add-ons

Triguy — Fri, 03 May 2019 10:17:43 GMT

There have been a lot of posts about this service issue. You should contact a moderator to report it. They may give you a credit.

Moderator can be reached at

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

Re: Phone service down one week! message no add-ons

Dlwalsh — Fri, 03 May 2019 10:26:44 GMT

Same problem here !

Had to message a Moderator and they resetted the plan on their end in order for It to start working

It took them almost 20 hours to get back to me and 5 mins to fix it

so don't be in a rush for a response

Re: Phone service down one week! message no add-ons

Alex888 — Fri, 03 May 2019 10:38:15 GMT

@dumbphone Do you have a plan with limited minutes? If you do, check the main page of your account, does it tell you how many of your minutes you have used?

Re: Phone service down one week! message no add-ons

dumbphone — Fri, 03 May 2019 10:58:10 GMT

thanks @Alex888 yes this was my first idea I checked and only half minutes have been used this error has occurred before basically the add-on is dis-engaged somehow ... is there a better place to see the total in and out minutes (other than me adding up the call logs?) thanks again but in advance

Re: Why do I get the message I don't have an add-on? (when I really do) Why can't I place or take ca

will13am — Fri, 03 May 2019 12:36:31 GMT

@dumbphone, a few customers have reported similar symptoms. I think that you may have an account provisioning issue. You will need the moderator team to refresh your account. The moderator team can be reached via private message using this link. Please include a detailed description of the issue and the required resolution. This will speed up problem resolution significantly. Refer to the following knowledge base link for additional information on contacting the moderator team.

Re: Phone service down one week! message no add-ons

will13am — Fri, 03 May 2019 12:38:23 GMT

@dumbphone wrote:
thanks @Alex888 yes this was my first idea I checked and only half minutes have been used this error has occurred before basically the add-on is dis-engaged somehow ... is there a better place to see the total in and out minutes (other than me adding up the call logs?) thanks again but in advance

Unfortunately, the only way to see your usage is to login to the self serve and view it from there.

Re: Phone service down one week! message no add-ons

dumbphone — Fri, 03 May 2019 12:56:59 GMT

yes minute usage was not showing ... I forced a new plan to just get the everything working again... I trust the amazing mods can still help me with a credit to offset downtime / lost plan time... now minutes show again.... this has happend before I hope it happens less.

Re: Phone service down one week! message no add-ons

computergeek541 — Fri, 03 May 2019 21:51:21 GMT

(threads about same issue merged)