topic Re: Can't make a phone call. in Get Support

Can't make a phone call.

Jethro82 — Wed, 05 Jan 2022 11:17:39 GMT

When I try to call my *local* pharmacy I get a message from public mobile that talk is not included in my plan. My plan has 100 minutes of outgoing talk. When I log in the self serve page clearly states I have used exactly forty of those. Not that it matters but before I switched over to this plan I made sure that people with limited talk could use long distance add ons as additional talk by looking at forum discussions about it - I have 500 minutes of unused Canada wide long distance. I suspect that since my plan is relatively new, I might have used 10 minutes of incoming calls and the only option the computers have been set up to deal with is the 50 minute total plan. Any help here would be wonderful.

Re: Can't make a phone call.

ChuckYeah — Tue, 06 Aug 2019 15:43:28 GMT

This has happened to others before and was cured by just restarting the phone. Try that first.

Re: Can't make a phone call.

Jethro82 — Tue, 06 Aug 2019 15:46:58 GMT

sadly this did not work.

Re: Can't make a phone call.

ChuckYeah — Tue, 06 Aug 2019 15:48:35 GMT

In self service, does it say your account is active?

Re: Can't make a phone call.

Jethro82 — Tue, 06 Aug 2019 15:50:45 GMT

where would it say that.... I see nothing indicating my account is inactive

Re: Can't make a phone call.

ChuckYeah — Tue, 06 Aug 2019 15:52:05 GMT

On the overview page, right under the Available Funds box. Should say Account Status: Active.

Re: Can't make a phone call.

Jethro82 — Tue, 06 Aug 2019 15:53:15 GMT

yes, it does.

Re: Can't make a phone call.

ChuckYeah — Tue, 06 Aug 2019 15:55:55 GMT

The only otherthing I can think of is shutting down the phone, removing the sim for a minute, Putting it back in and see if it reconnects to the network? Maybe someone else has some ideas also.

Re: Can't make a phone call.

ChuckYeah — Tue, 06 Aug 2019 16:02:25 GMT

Have you heard of the lost phone trick? That can sometimes jumpstart your account also. Not sure if it will work in this situation. I have the steps if you want to try it.

Re: Can't make a phone call.

popping — Tue, 06 Aug 2019 16:15:12 GMT

@Jethro82

Your account may not be provisioned correctly. Try the lost/stolen phone trick to re-provision your plan.

1. Login to your self-serve account.
2. Report your phone lost/stolen using [Plan and Add-Ons] --> [Lost/Stolen Phone]
3. Logoff
4. Wait 5 minutes and login again
5. Report your phone found.
6. Re-start you phone to provision your account again. i.e. enable all features of you plan again.

If this trick failed to get thing working again, you should send a private message to moderator for help. But the wait is up to 48 hours. Good luck.
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Can't make a phone call.

geopublic — Tue, 06 Aug 2019 16:23:38 GMT

@Jethro82 wrote:
When I try to call my *local* pharmacy I get a message from public mobile that talk is not included in my plan. My plan has 100 minutes of outgoing talk. When I log in the self serve page clearly states I have used exactly forty of those. Not that it matters but before I switched over to this plan I made sure that people with limited talk could use long distance add ons as additional talk by looking at forum discussions about it - I have 500 minutes of unused Canada wide long distance. I suspect that since my plan is relatively new, I might have used 10 minutes of incoming calls and the only option the computers have been set up to deal with is the 50 minute total plan. Any help here would be wonderful.

@Jethro82 Have you tried making a call to another number and see if it works? If yes, then maybe the local pharmacy number is incorrect or not in service anymore?

Re: Can't make a phone call.

Jethro82 — Tue, 06 Aug 2019 16:29:31 GMT

I think I found the problem, when I programmed the number into my phone there I put 5 5's in a row, while the actual number has four. With an 11 digit number starting with 2 public mobile must have thought I was trying to make an international call. That was not at all clear from the message they gave me.

Re: Can't make a phone call.

geopublic — Tue, 06 Aug 2019 16:30:43 GMT

@Jethro82 That would do it.