topic Re: Plan not Working in Get Support

Plan not Working

andrewykim01 — Wed, 05 Jan 2022 10:12:42 GMT

Good Day

I have been a client for a while now, but however I am new to the forum, I recently made a trip to the USA over the Memorial Day Weekend, I got the roaming add-on also somehow ended up getting the USA/Canada Long distance, however was not able to use it, and I can't even call anynumber based out of Toronto area...

Need some assistance, I think one of the plans I shouldn't have gotten.

Thanks

Andrew

Re: Plan not Working

GinYVR — Mon, 03 Jun 2019 09:39:32 GMT

Hi @andrewykim01 Yes you got the wrong package.. however the long distance miuntes should still be with your account until you exhaust it..(so it didn't go to waste in theory).

If you are travelling to the US, you should have gotten the Roaming package instead.. more info here. Remember the 10 days starts when you purchase the package.. not when you leave the country! Also remember to enable roaming on your phone.

Re: Plan not Working

andrewykim01 — Mon, 03 Jun 2019 09:46:16 GMT

I ended up getting both, only the data part worked on the roaming, the talk part did not work.

Also the Long Distance minutes is useless to me now, Since I really dont call US also my current plan should be able to call across Canada....Now I can't even call a local Toronto, its saying that its not part of my package..

Re: Plan not Working

andrewykim01 — Mon, 03 Jun 2019 10:03:42 GMT

This is my plan below, any chance of getting a credit or refund on the US/Canada Long Distance

Also I can't even call local number.

Please advise

$25 per 30 Days

My Plan

This plan includes: -
- 500MB + 500MB at 3G Speed
- Unlimited Canada-wide Talk
- Unlimited International Text

My Add-ons

200 min US and Canada Long Distance

US Roaming - 250 MB Data (10-day)

US Roaming - Unlimited Talk (10-day)

US Roaming - Unlimited Text (10-day)

Re: Plan not Working

Triguy — Mon, 03 Jun 2019 10:25:13 GMT

PM accounts are prepaid so no guarantee about getting a refund but you could try contacting a moderator.

Moderator can be reached at

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

Re: Plan not Working

andrewykim01 — Mon, 03 Jun 2019 10:36:46 GMT

@Triguy @GinYVR , thanks for your assistance, I have private messaged the moderator team

Re: Plan not Working

Dunkman — Mon, 03 Jun 2019 13:46:11 GMT

@andrewykim01

Moderator wait times are 1-2 days. You could try the lost/stolen phone trick. This seems to reset your plan and sometimes fixes glitches in the PM system. It does no harm to your phone or plan.

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

Re: Plan not Working

stonechucker — Mon, 03 Jun 2019 15:20:40 GMT

Are you still in the US? Memorial Day weekend was 10 days ago, or there abouts.

If you're still in the US make sure you've set your 'Nework Operator' to auto, or one of the partner networks.

If you're back in Canada, make sure the settings is either Auto, or Public Mobile.

Your information for your plan and addons show that you had the right roaming addons - and they were applied to your plan. With this being around the 10-day expiry timeframe, it's possible SMS isn't working in Canada (a known bug of the US texting...) but the calls haven't been an issue previously in relation to this.

Re: Plan not Working

andrewykim01 — Mon, 03 Jun 2019 15:26:51 GMT

@stonechucker I am back in Canada have been since last Wednesday.

Re: Plan not Working

andrewykim01 — Mon, 03 Jun 2019 15:31:16 GMT

@stonechucker - The Network operator is listed as Public Mobile.