topic Re: Cannot make or receive calls, getting "talk not included in your plan" message even th in Get Support

Cannot make or receive calls, getting "talk not included in your plan" message even though it is.

walleyec2004 — Wed, 05 Jan 2022 13:50:29 GMT

Hi all, I activated my daughters old Iphone SE for my sister in law with a $15 plan back on Sept. 6, 2019 and was able to make and recieve calls on that date. On the 7th when I tried to give it to her I noticed that the call feature wasn't working. I'm able to send and recieve texts but not calls. While troubleshooting the issue I could sporatically recieve calls but not make any.

The phone number on the Iphone was previously ported to my daughters new phone long ago so while stting up the new sim card I selected a new number. The registration of the new sim card went without any hitches and when I tested the phone afterwards all seemed well. I should mention the phone passed the "check compatibility" test in the registration process as well.

I've since tried removing the sim card, rebooting the phone and reinstalling the card and using the "lost phone" trick mentioned in other posts to no avail. Any tips that I might not have tried yet? Thanks.

Re: Cannot make or receive calls, getting "talk not included in your plan" message even th

kselmak — Sun, 08 Sep 2019 23:25:00 GMT

Can you take a screen shot of your self serve page with sedative information blacked out?

Is it possible that you are out of minutes?

If the minutes are still there you should contact moderators through Simon by clicking on the question simbol

Do you have data included (if you have autopay) if yes in a meantime you can use textNow until you resolve it, don't forget to restrict background data for it as you only have 250 megs

Re: Cannot make or receive calls, getting "talk not included in your plan" message even th

Dunkman — Sun, 08 Sep 2019 23:24:24 GMT

@walleyec2004

Maybe try the PM Sim card in another phone. To determine whether hardware set up issue versus PM service issue. Is the iphone locked to previous carrier?

A few other things to try:

Network reset

Toggle airplane mode on/wait a few minutes/toggle off

Manually load $1 into account

Connect to itunes, with new SIM

Re: Cannot make or receive calls, getting "talk not included in your plan" message even th

walleyec2004 — Sun, 08 Sep 2019 23:33:10 GMT

Re: Cannot make or receive calls, getting "talk not included in your plan" message even th

darlicious — Sun, 08 Sep 2019 23:34:22 GMT

Have you checked the account to see if the minutes are used up? It may seem unlikely but all outgoing calls are rounded up to the minute and are charged accordingly....whether they reach a voicemail, are answered or just dialed. So the simple act of dialing a number counts as a minute. I had never heard of this before but read it in a thread the other day. So testing the phone could have already used up the plan allotment in outgoing calls. Good to add the 500min for $5 add on and be aware of pm's policy of how they "charge" outgoing minutes. Btw it is in the terms of service.

Re: Cannot make or receive calls, getting "talk not included in your plan" message even th

darlicious — Sun, 08 Sep 2019 23:37:57 GMT

Have you checked the "check my usage" box to the left ..?. For individual calls. You already said you have called out on the 6th you should not be at 0/100. And you are receiving calls. Texts are ok too.

Re: Cannot make or receive calls, getting "talk not included in your plan" message even th

geopublic — Sun, 08 Sep 2019 23:52:16 GMT

@walleyec2004 According to your screenshot is shows none of you minutes have been used up so how were you able to test calling the first day? Are you using the correct sim card in that phone? Is you phone setup to connect to the network via LTE only?

Re: Cannot make or receive calls, getting "talk not included in your plan" message even th

walleyec2004 — Sun, 08 Sep 2019 23:53:42 GMT

Just to clarify, I only made 1 call out and 1 call in on the 6th. Both calls were disconnected before being answered to save the minutes. On the 6th i was only able to receive calls sporadically. 1 call out of 20 or so and no outgoing calls were able to be sent.

Re: Cannot make or receive calls, getting "talk not included in your plan" message even th

geopublic — Mon, 09 Sep 2019 00:08:38 GMT

@walleyec2004 Public uses 3G for calls so make sure that 3G is enabled on your phone.

Re: Cannot make or receive calls, getting "talk not included in your plan" message even th

darlicious — Mon, 09 Sep 2019 00:10:57 GMT

At this point it's beyond my knowledge but doing a search in getting started or plans and add ons with key words while you wait for a response from a moderator could give you a solution.

Re: Cannot make or receive calls, getting "talk not included in your plan" message even th

GinYVR — Mon, 09 Sep 2019 00:15:40 GMT

@walleyec2004I would suggest you swap the SIM card with another known working phone to narrow down whether it is a Public Mobile issue or an equipment issue... it can be either way with things you had described so far.

Re: Cannot make or receive calls, getting "talk not included in your plan" message even th

walleyec2004 — Mon, 09 Sep 2019 21:37:13 GMT

I just swapped the sim card into my phone and experienced the same issue. No incoming or outgoing calls.

Is it possible that the issue is with the sim card and if so is there a charge to replace it?

Re: Cannot make or receive calls, getting "talk not included in your plan" message even th

walleyec2004 — Mon, 09 Sep 2019 23:07:03 GMT

A quick follow up...

Since I wasn't able to make or recieve callls when I tried the PM sim card in my phone I went out and bought a replacement card. I got home and registered the new card, installed it in my sister in laws phone and AGAIN cant make or recieve calls. I tried the new card in my phone and had the same issue. My sim card (Koodo) works in both phones so I know its not a hardware issue.

Over $50 spent so far and not a single call completed yet. Very frustrating and disappointing. Starting to regret going with this company. Tried to do a good deed for my sister in law who has limited funds and this happens.

Any possibility that my account isn't registered correctly? Don't know where else to look.

Re: Cannot make or receive calls, getting "talk not included in your plan" message even th

geopublic — Mon, 09 Sep 2019 23:35:44 GMT

@walleyec2004 wrote:
A quick follow up...
Since I wasn't able to make or recieve callls when I tried the PM sim card in my phone I went out and bought a replacement card. I got home and registered the new card, installed it in my sister in laws phone and AGAIN cant make or recieve calls. I tried the new card in my phone and had the same issue. My sim card (Koodo) works in both phones so I know its not a hardware issue.
Over $50 spent so far and not a single call completed yet. Very frustrating and disappointing. Starting to regret going with this company. Tried to do a good deed for my sister in law who has limited funds and this happens.
Any possibility that my account isn't registered correctly? Don't know where else to look.

@walleyec2004 From what you describe it sounds like your account has not been provisioned properly. No point in wasting funds by replacing sim cards. Hopefully you opened up a ticket with the Moderator Team. They should be able to reset your account from their end and fix the problem. You should also ask them to change your renewal date to reflect the loss of service as a result of your account not being provisioned preoperly.

If you haven't submited a ticket:

Re: Cannot make or receive calls, getting "talk not included in your plan" message even th

darlicious — Mon, 09 Sep 2019 23:34:03 GMT

I can only imagine this is completely frustrating for you. . Going back through your posts...have you submitted a ticket to the moderators? If so.....despite all the extra service issues this weekend and going by my own experience they should get in contact soon. I waited about 24 hours for a response. But you should send them an update regarding the other methods you've employed to try and resolve your problem along with detailing the purchase of a new SIM card. Most important is resolving the service issue but being prepared to ask for an additional credit to the account so you can get both resolved at the same time. Make sure you include the original tickets reference number in your follow up messages. Try and keep the faith.

Re: Cannot make or receive calls, getting "talk not included in your plan" message even th

rz2019 — Tue, 10 Sep 2019 01:05:57 GMT

I have the similar issue in the past two days and send private message to the Moderator. I got message back after 24 hours and the moderator refresh my plan from his/her back system side. Everything is working now. I suggest you contact with the moderator.

Re: Cannot make or receive calls, getting "talk not included in your plan" message even th

Ashley123 — Tue, 10 Sep 2019 01:31:10 GMT

I am having the same issue activated phone on sept 6 and hasnt been working still at first it said i didnt have a long distance add on now it says i dont have talk or text and i paid for 2 months and have the 15.00 talk and text plan this is very frustrating as i bought for my daughter to keep in contact while at school im extremely disappointed with this company as ive messaged for help since Friday with no response

Re: Cannot make or receive calls, getting "talk not included in your plan" message even th

darlicious — Tue, 10 Sep 2019 01:51:14 GMT

@Ashley123 wrote:
I am having the same issue activated phone on sept 6 and hasnt been working still at first it said i didnt have a long distance add on now it says i dont have talk or text and i paid for 2 months and have the 15.00 talk and text plan this is very frustrating as i bought for my daughter to keep in contact while at school im extremely disappointed with this company as ive messaged for help since Friday with no response

Did you submit a ticket via Simon or just a private message to the moderators? You should resubmit via the system you did not use.

Re: Cannot make or receive calls, getting "talk not included in your plan" message even th

Ashley123 — Tue, 10 Sep 2019 01:55:05 GMT

I did both probably 6 messages in total sent

Re: Cannot make or receive calls, getting "talk not included in your plan" message even th

dabr — Tue, 10 Sep 2019 01:58:53 GMT

@Ashley123 wrote:
I did both probably 6 messages in total sent

@Ashley123 I'm assuming you've already tried all the workarounds?

I agree not getting a timely response from the moderators is quite frustrating especially if you're without service.