topic Re: Unable to Call Toll Free number in Get Support

Unable to Call Toll Free number

DSCulp65 — Tue, 04 Jan 2022 09:46:50 GMT

Spent a very long time on hold with a 1-888 number. I have the Unlimited Canada wide calling and have never had an issue. Confirmed on my usage that this is free. Now it is saying that I have run out of minutes and unable to call. Why? and what can be done about this. This is a very important number that I need access to for work.

Re: Unable to Call Toll Free number

softech — Thu, 23 Dec 2021 16:12:40 GMT

@DSCulp65 wrote:
Spent a very long time on hold with a 1-888 number. I have the Unlimited Canada wide calling and have never had an issue. Confirmed on my usage that this is free. Now it is saying that I have run out of minutes and unable to call. Why? and what can be done about this. This is a very important number that I need access to for work.

@DSCulp65 is this a 1-888 number for Canada?

it is a glitch sometimes that it will say you run out of minute. Reboot your phone and usually that will fix it

Re: Unable to Call Toll Free number

HALIMACS — Thu, 23 Dec 2021 16:32:47 GMT

@DSCulp65

This should not happen.

I've heard this from other members and it is something you should report to public mobile with a request to remedy.

There's a couple of ways you can do this:

Start with politely asking the Customer Service Agents.

To contact a CSA, there are 2 methods:

Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select contact Customer Support Agent, then select other (or the topic that more closely matches your request). Click the result which states Click here to submit a ticket and follow the prompts, or,
Send a private message to the Customer Support Agent by clicking here You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Depending on the quality of their response, and if you feel your concern was not addressed, contact Public Mobile staff by tagging @J_PM in a private message.

Re: Unable to Call Toll Free number

DSCulp65 — Thu, 23 Dec 2021 16:42:08 GMT

Thank you!! Rebooting the phone seems to have worked and I can call out again but it did eliminate my Long Distance add on so I have submitted a ticket to have that re-instated. Will see how that goes.

Re: Unable to Call Toll Free number

softech — Thu, 23 Dec 2021 16:46:16 GMT

@DSCulp65 wrote:
Thank you!! Rebooting the phone seems to have worked and I can call out again but it did eliminate my Long Distance add on so I have submitted a ticket to have that re-instated. Will see how that goes.

@DSCulp65 is that 1-888 number a free number on landline as well? it should have no extra charge and it does not count as long distance calls.

Re: Unable to Call Toll Free number

DSCulp65 — Thu, 23 Dec 2021 16:54:37 GMT

It is a landline and shows in my usage as free but it still counted towards some unknown limit and ended up blocking me from calling. As others have suggested this seems to be a glitch and rebooting the phone fixed it.

Re: Unable to Call Toll Free number

Nezgar — Fri, 24 Dec 2021 17:07:37 GMT

@DSCulp65 wrote:
...I can call out again but it did eliminate my Long Distance add on so I have submitted a ticket to have that re-instated.

Which long distance add on got eliminated by rebooting your phone? Do you think it got used up by calling toll-free numbers? That doesn't sound right - yes CSA's should be able to clarify...

But long distance add-ons should only be consumed in Canada if you're on the $15 plan with limited minutes, or any other plan when calling outside of Canada (or USA if on a plan that includes USA calling...)

Re: Unable to Call Toll Free number

DSCulp65 — Fri, 24 Dec 2021 17:25:32 GMT

Actually, tried to call the number again today and it was saying I was out of minutes. It's definitely a Toll Free number and I have the Unlimited plan! I need to get this addressed. 😣

Re: Unable to Call Toll Free number

softech — Fri, 24 Dec 2021 17:28:23 GMT

@DSCulp65 If you login to My Account , do you still see your Long Distance minutes under My Data & Add-ons ? You should at least have 500 LD minutes from the Holiday Bonus.

if you see them all used up , and likely from the 1-800 number, open a ticket with PM:

1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

Start with typing "Submit a ticket", click "Contact Us", click "Other" from the choices, click "Click here to submit a ticket". Then follow to complete the ticket submission.

2. Or you can Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox, envelope on the top right, after ticket is opened. CS Agent will reply and work with you via messaging there

Re: Unable to Call Toll Free number

Nezgar — Fri, 24 Dec 2021 17:28:31 GMT

@DSCulp65

Just curious if you tried dialing with and without a 1 before the 8xx number.

Can you call other tollfree numbers? Ie +1 800 444 4444 is a test number that reads back your caller ID.

Re: Unable to Call Toll Free number

BeachNBeer — Fri, 24 Dec 2021 17:33:43 GMT

@DSCulp65 What's the number? If you want to share...