topic Re: Cannot make outgoing calls or receive calls in Get Support

Cannot make outgoing calls or receive calls

roxanne-michael — Wed, 05 Jan 2022 09:49:06 GMT

I just purchased a phone for my son since he broke his other one. He has been with Public Mobile for a year now. The new phone is compatible and I inserted the Public Mobile SIM card from his old phone - thinking everything would work instantly. He can send and receive texts but cannot make outgoing calls or receive calls. For outgoing calls he gets a recording that says "he does not have an active long distance add-on" even though his phone package includes province-wide calling and the calls were local. I've sent a message to the Moderator for Public Mobile. How long does this normally take?

Re: Cannot make outgoing calls or receive calls

hycm53 — Tue, 07 May 2019 16:52:09 GMT

@roxanne-michael wrote:
I just purchased a phone for my son since he broke his other one. He has been with Public Mobile for a year now. The new phone is compatible and I inserted the Public Mobile SIM card from his old phone - thinking everything would work instantly. He can send and receive texts but cannot make outgoing calls or receive calls. For outgoing calls he gets a recording that says "he does not have an active long distance add-on" even though his phone package includes province-wide calling and the calls were local. I've sent a message to the Moderator for Public Mobile. How long does this normally take?

For outgoing calls try dial 1 first before area code.

Re: Cannot make outgoing calls or receive calls

geopublic — Tue, 07 May 2019 16:52:46 GMT

@roxanne-michael wrote:
I just purchased a phone for my son since he broke his other one. He has been with Public Mobile for a year now. The new phone is compatible and I inserted the Public Mobile SIM card from his old phone - thinking everything would work instantly. He can send and receive texts but cannot make outgoing calls or receive calls. For outgoing calls he gets a recording that says "he does not have an active long distance add-on" even though his phone package includes province-wide calling and the calls were local. I've sent a message to the Moderator for Public Mobile. How long does this normally take?

@roxanne-michael it can take up to 48 hours to get a response depends on volume of messages in the queue.

Re: Cannot make outgoing calls or receive calls

geopublic — Tue, 07 May 2019 18:07:10 GMT

@roxanne-michael wrote:
I just purchased a phone for my son since he broke his other one. He has been with Public Mobile for a year now. The new phone is compatible and I inserted the Public Mobile SIM card from his old phone - thinking everything would work instantly. He can send and receive texts but cannot make outgoing calls or receive calls. For outgoing calls he gets a recording that says "he does not have an active long distance add-on" even though his phone package includes province-wide calling and the calls were local. I've sent a message to the Moderator for Public Mobile. How long does this normally take?

@roxanne-michael When you dial *611 from the phone what happens?

Re: Cannot make outgoing calls or receive calls

3mom — Tue, 07 May 2019 18:20:20 GMT

Log into your online account and see what your plan says. Some accounts had a small glitch which can be fixed by messaging the moderator team. Moderator team should get back to you within 24 hours.

Re: Cannot make outgoing calls or receive calls

Triguy — Tue, 07 May 2019 18:24:08 GMT

You could try to reset your sim/account with the lost phone trick.

To report your phone stolen. Login to your account. Choose Plans and Add-onstab. Then choose Lost/Stolen Phone tab. The choose Suspend Service tab. Logout. Wait few minutes. Login in and report your phone found.

Re: Cannot make outgoing calls or receive calls

LaurenB — Mon, 13 May 2019 04:19:53 GMT

I have been having the same problem for 3 days now. I have been a PM customer for several months - local numbers that I could previously call now all return the message "you do not have an active long distance add-on". Please help. I have messaged the moderator team, but no reply yet and I need a working phone by tomorrow.

Re: Cannot make outgoing calls or receive calls

HarveyW — Mon, 13 May 2019 04:29:33 GMT

I'm having the same problem. Left a msg with the moderator a couple days ago but no answer. Tried the lost and stolen method...nothing - doesn't work. Tried replacing the SIM card - doesn't work...same problem. Reboot ...nothing.

Thinking about buying add'l L/D to see if this rectify but am not sure whether or not this works...could waste the add'l $ if this is not the solution.

Being a first time PM customer I'm not impressed so far as I've only had this plan for a couple of weeks.

Re: Cannot make outgoing calls or receive calls

3mom — Mon, 13 May 2019 04:36:33 GMT

@LaurenB how long ago did you message the moderators? Typically they respond within 4-24 hours within receiving a message. I know it is really frustrating, but they are working hard to get it rectified.

Re: Cannot make outgoing calls or receive calls

HarveyW — Mon, 13 May 2019 04:38:50 GMT

a couple of days ago - no response.

Re: Cannot make outgoing calls or receive calls

3mom — Mon, 13 May 2019 04:39:18 GMT

@HarveyW I'd suggest messaging @CS_Agent again if they haven't messaged you back yet if it has been past 48 hours. I'm sorry that you are dissatisfied with your service being a new Public Mobile customer, but it will be rectified by a moderator.

Re: Cannot make outgoing calls or receive calls

HarveyW — Mon, 13 May 2019 04:53:16 GMT

Thanks, just did.

Re: Cannot make outgoing calls or receive calls

Kf72 — Mon, 13 May 2019 11:18:45 GMT

I’m pretty sure that you need to register the SIM card numbers to have your plan fully operational that’s why it would give you that message sign in to your account and add it. Then it should be activated

Re: Cannot make outgoing calls or receive calls

HarveyW — Mon, 13 May 2019 20:40:59 GMT

I've done that and it was working for at least 10 days. Then after that I keep getting the msg that I don't have a L/D plan on my account. I'm on the $15. Still waiting for the moderator...this is day 3.

Re: Cannot make outgoing calls or receive calls

3mom — Mon, 13 May 2019 20:49:39 GMT

The only thing I can say about not being able to make any outgoing calls is that perhaps you exceeded the 100 minutes before your 30 days was up. But I would message @CS_Agent again & they will get back to you. My experience with them has been great!

Re: Cannot make outgoing calls or receive calls

HarveyW — Mon, 13 May 2019 21:32:38 GMT

Thanks but that could be it as I rec'd a msg saying that I have 10 mins. left.

Re: Cannot make outgoing calls or receive calls

roxanne-michael — Tue, 14 May 2019 00:13:55 GMT

I get the PM recording to pay my bill, cancel autopay, etc.

Re: Cannot make outgoing calls or receive calls

geopublic — Tue, 14 May 2019 00:20:41 GMT

@roxanne-michael wrote:
I get the PM recording to pay my bill, cancel autopay, etc.

@roxanne-michael Good that means that the plan is active.

While you are waiting for moderator, you may try the lost/stolen phone trick:

To report your phone stolen. Login to your selfserve account. Choose Plans and Add-ons tab. Choose the Lost/Stolen Phone tab. Choose Suspend Service tab. Wait a few minutes. Report your phone found. Re-start you phone

Re: Cannot make outgoing calls or receive calls

HarveyW — Tue, 14 May 2019 00:20:59 GMT

I just purchased 200 mins. For $8.00 and am now able to make outgoing calls. So...is this a ploy for us to purchase long distance when don't need it?

Re: Cannot make outgoing calls or receive calls

LaurenB — Tue, 14 May 2019 18:23:29 GMT

Harvey - I can empathize. I messaged the moderators on May 11 - this is day 4. Still no service whatsoever and no reply. I messaged again today.

I had a working phone from February to May, so my SIM was fully activated and it should not be a problem with my account. I am on Autopay. I topped up anyway in case it was a problem with my credit card - that was not the problem. I did not exceed my minutes or texts, as I have unlimited calling and make relatively few calls. Is there a way to tag a message to the moderators as "urgent", besides the subject heading?

I'll try the lost/stolen phone trick....