topic Re: we cannot complete your call in Get Support

we cannot complete your call

asmaoudiallo — Wed, 05 Jan 2022 14:39:02 GMT

Hello community,

I have been hearing the following message while tryin an outgoing call:

"Sorry, we cannot complete your call. You don't have an active long distance call , and this call is not covered by your plan. Get an add-on by dialing *611"

I also noticed this morning that when someone calls me, my phone does not ring on my end but I will see the missed call.

My plan includes: -

- 100 Minutes Canada-Wide Talk + Unlimited Incoming Minutes
- 250 MB at 3G speed
- Unlimited International Text

I don't understand what is going on?

Has someone had this issue before?

Regards

Re: we cannot complete your call

Anonymous — Tue, 25 Feb 2020 16:10:22 GMT

@asmaoudiallo

You've likely used your 100 minutes.

Check your self-serve under data & add-ons to see if your 100 minutes are shown. If not then you've used them for this term.

You could get the $5 500 minute add-on to extend your minutes until renewal.

The not ringing might be do not disturb or inadvertently blocking them.

Re: we cannot complete your call

kselmak — Tue, 25 Feb 2020 16:12:54 GMT

Hi @asmaoudiallo

It looks like two issues here

Incoming and outgoing

For incoming, which should be unlimited, can you check if you are in dnd mode?

For outgoing, can you check if you still have any minutes left under add-ons, if none shows it means you used it up, you can buy 500 for $5.

Does anything else work, your in out texts or data?

Thanks

Re: we cannot complete your call

Staliger — Tue, 25 Feb 2020 16:13:02 GMT

@asmaoudiallo wrote:
Hello community,
I have been hearing the following message while tryin an outgoing call:
"Sorry, we cannot complete your call. You don't have an active long distance call , and this call is not covered by your plan. Get an add-on by dialing *611"

I also noticed this morning that when someone calls me, my phone does not ring on my end but I will see the missed call.

My plan includes: -
- 100 Minutes Canada-Wide Talk + Unlimited Incoming Minutes
- 250 MB at 3G speed
- Unlimited International Text
I don't understand what is going on?

Has someone had this issue before?

Regards

@asmaoudiallo As was mentioned before, check your self-service account for 100mins. If you don't have, that means they were used up, and you need to buy a 5$ addon. Did you restart your phone or added +1 for the number you try to call? No sound for incoming call is a phone issue, not PMs.

Re: we cannot complete your call

gblackma — Tue, 25 Feb 2020 16:21:46 GMT

@asmaoudiallo regarding the missed calls. Check to See if you habe either aeroplane mode or do not disturb on. Remove them if you do and restart.

Re: we cannot complete your call

asmaoudiallo — Tue, 25 Feb 2020 16:23:23 GMT

i can send text messages.

How do I check if I am in DND mode?

Thanks in advance

Re: we cannot complete your call

gblackma — Tue, 25 Feb 2020 16:27:06 GMT

What's the make and model of the phone? If it's an Android both settings are usually on the WiFi drop down menu @asmaoudiallo .

Re: we cannot complete your call

darlicious — Tue, 25 Feb 2020 16:28:09 GMT

@asmaoudiallo If using airplane mode does not work to get your calling working again....

Log in to your account. Report your phone lost. Log out. Wait 5 min. Log in. Report found. Log out. Reboot phone. Do you have calling now?

Re: we cannot complete your call

Anonymous — Tue, 25 Feb 2020 16:28:42 GMT

@asmaoudiallo wrote:
i can send text messages.
How do I check if I am in DND mode?
Thanks in advance

Smartphones usually have a pull down or up menu that would have a toggle for DND.

I'm sure flip phones have a simple enough method.

Re: we cannot complete your call

gail709 — Tue, 25 Feb 2020 16:33:42 GMT

Can you let us know if you checked your account, and if your 100 minutes were used up?

Re: we cannot complete your call

asmaoudiallo — Tue, 25 Feb 2020 16:37:48 GMT

Sorry i just grabbed that dnd stands for do not disturb. It is deactivated

Rgds

Re: we cannot complete your call

Anonymous — Tue, 25 Feb 2020 16:42:34 GMT

@asmaoudiallo wrote:
Sorry i just grabbed that dnd stands for do not disturb. It is deactivated

Rgds

As mentioned earlier, did you try adding 1 in front of the numbers?

Did you check your self-serve for the presence of the 100 minutes in the add-ons area?

Two things to try:
1. Try the lost/stolen feature.
Log in to self-serve. Plan & Add-Ons from top menu. Lost/Stolen Phone from next menu. Suspend Service button. Log out. Wait a few minutes. Log back in and back to Lost/Stolen Phone and Resume Service this time. Log out. Restart phone.
See what happens.

2. Manually add $1 into your account and restart the phone.

(So I dusted off my macro now that this is back in)

Re: we cannot complete your call

gblackma — Tue, 25 Feb 2020 16:43:47 GMT

@asmaoudiallo was aeroplane mode also off too? Did you restart your phone? Then text someone and ask them to call you. If the call comes through then this part should be fixed.

@asmaoudiallo wrote:
Sorry i just grabbed that dnd stands for do not disturb. It is deactivated

Rgds

Re: we cannot complete your call

asmaoudiallo — Tue, 25 Feb 2020 16:50:33 GMT

Hey Guys thanks a lot

I just fixed it.

So i have this app on my phone called Phone (it came with my phone)

So my baby may have disabled notifications. That why I wasnt seing the calls and since my phone is always on silent.

Thanks for your time guys!!!

Also, what plan would you recommend is best?

Re: we cannot complete your call

Anonymous — Tue, 25 Feb 2020 16:54:18 GMT

@asmaoudiallo wrote:
Also, what plan would you recommend is best?

Depends on your needs. More data is really about the only thing to add. The rest of the plans are unlimited calling.

Glad you got it going. The dnd thought was close. No notifications is just about as good as dnd 🙂

Re: we cannot complete your call

gblackma — Tue, 25 Feb 2020 16:59:10 GMT

It depends @asmaoudiallo , do you make a lot of calls? If you do, the $25 monthly unlimited calling would be good. The question is do you make more the 500 minutes worth of calls monthly. Most people have found that the 100 minutes + the $5 500 minute add on, which doesn't expire until used up. Is enough for them.

If you do decide to change your plan, please use the make the change at next renewal date option.

Re: we cannot complete your call

geopublic — Tue, 25 Feb 2020 17:22:39 GMT

@asmaoudiallo wrote:
Hello community,
I have been hearing the following message while tryin an outgoing call:
"Sorry, we cannot complete your call. You don't have an active long distance call , and this call is not covered by your plan. Get an add-on by dialing *611"

I also noticed this morning that when someone calls me, my phone does not ring on my end but I will see the missed call.

My plan includes: -
- 100 Minutes Canada-Wide Talk + Unlimited Incoming Minutes
- 250 MB at 3G speed
- Unlimited International Text
I don't understand what is going on?

Has someone had this issue before?

Regards

@asmaoudiallo Check the number. Are you dialing the correct area code. If you have available minutes with your plan then make sure the number is correct.

Re: we cannot complete your call

smiley3 — Tue, 25 Feb 2020 20:23:00 GMT

@asmaoudiallo wrote:
Hey Guys thanks a lot
I just fixed it.

So i have this app on my phone called Phone (it came with my phone)

So my baby may have disabled notifications. That why I wasnt seing the calls and since my phone is always on silent.

Thanks for your time guys!!!

Also, what plan would you recommend is best?

I like the $25 dollar plan. It gives you unlimited text and talk, and 1GB of data and a $2 dollar discount every month with autopay.

Re: we cannot complete your call

kselmak — Fri, 06 Mar 2020 01:35:04 GMT

$25 is good for unlimited, but if you are at home with internet and VoIP or home phone or have office phone, 13(15-2) is more than enough. Best plan