topic Re: Cannot make any outgoing calls in Get Support

Cannot make any outgoing calls

LZSOttawa — Wed, 05 Jan 2022 10:33:33 GMT

I am at the end of my rope. Ever since yesterday afternoon, I cannot make ANY outgoing calls, not even to check my voicemail. Whenever I try to place a call, I get the following message from a male voice: "Sorry, we could not complete your call. You don't have an active long-distance add-on and this call is not covered by your plan. Get an add-on by dialing *611." Then, the connection is cut.

I have the $15 plan with 100 outgoing minutes. I am sure I didn't use all the minutes, as I call very little. Still, I checked my minutes online. I could not tell whether I had any left, as there was no line in my overview telling me about my minutes. I checked my detailed usage statement and it seems I barely used any minutes at all, which makes sense. Nevertheless, just as a safety, a few minutes ago I purchased the $5 add-on for 500 minutes. My credit card was charged. Still, NO MINUTES are showing on my online statement, and the add-on is not showing either. And I still can't make outgoing calls. This is what my online overview statement looks like right now, after purchasing the add-on:

If this isn't fixed soon I am leaving Public Mobile. This is ridiculous and unacceptable!!!

Re: Cannot make any outgoing calls

Triguy — Tue, 25 Jun 2019 14:38:10 GMT

If there are no minutes remaining then you have used up your minutes. Click on view my usuage to see how many minutes have been used.

Re: Cannot make any outgoing calls

stonechucker — Tue, 25 Jun 2019 14:45:43 GMT

@LZSOttawa, as @Triguy has mentioned, you have run out of minutes. You can add $5 to get 500 minutes of Canada wide calling now, and then schedule a plan change to the now new $15 plan that has unlimited incoming calls (if you haven't already), or consider upgrading to the $25 Canada Wide calling, unlimited SMS and MMS, and 250 MB of data.

Re: Cannot make any outgoing calls

jclaydon2018 — Tue, 25 Jun 2019 14:48:33 GMT

Are you a new customer? sometimes if you're porting a number from an old service, it takes up to a day for things to work properly

What kind of number were you dialing?

I have made calls that were in the same general vincinity but because they had a different area code, they are considered long distence, which would not be covered by your plan.

Have you attempted to speak to a moderator, they should be able to help you review and explain any minutes that may haved been used altho i believe the self-serve stuff is supposed to keep track of all your calls, I'll have to double check that..

Hope you get your issue resolved

-James

Re: Cannot make any outgoing calls

stonechucker — Tue, 25 Jun 2019 15:03:28 GMT

@jclaydon2018, the user has run out of calling minutes on a limited calling plan. They need to add minutes or change plan to get more calling options.

There is a chance the subscriber is not dialling a valid phone number, but the details posted above show the plan is currently out of minutes for making (and possibly receiving) calls.

Re: Cannot make any outgoing calls

TheOldVR — Tue, 25 Jun 2019 15:56:31 GMT

I suggest you take a look at your call logs, you might find where all of your minutes were used up.

I noticed one of our phones ended up frozen on a call and that caused all of the minutes to be used up....

And - as others have mentioned grab a, Add-on.