topic Re: ALL CALLS DOWN. several days - no apparent reason in Get Support

ALL CALLS DOWN. several days - no apparent reason

mark_addison — Wed, 05 Jan 2022 14:43:33 GMT

ALL incoming and outgoing CALLS DOWN. NOT CONNECTING

'Cant complete calls' says 'long distance add on is not active. '

Voicemail and local calls fall into this.

Incoming calls are simply not going through.

No reason for this.

My last payment was successful. Up to date.

I have 15$/ month 100 minute plan.

I have 500 mins canada wide calls add on.

I am 10 days into the new cycle. There is NO WAY I have used them all.

I am around 6 months into my billing/ contract.

I have reset the phone.

I have been on self serve.

I have chatted to SimonBot and then submitted a ticket.

No response after several days from Public Mobile.

I see no way to fix this??

Any Ideas????

Causing me quite an issue.... always happens at a time when u really need calls!! Trying to secure employment - effectively causing me financial trouble.

If I cannot fix asap I will be leaving Public Mobile.

ANY HELP WOULD BE AMAZING.

Re: ALL CALLS DOWN. several days - no apparent reason

Triguy — Thu, 14 Nov 2019 20:27:01 GMT

When you log into your account - do you see any minutes remaining ? If not then you have used them up.

Re: ALL CALLS DOWN. several days - no apparent reason

Luddite — Thu, 14 Nov 2019 20:46:38 GMT

@mark_addison Surprised there has been no response to a ticket submission. @Tiana_V ??

As far as what to do: login to your account; confirm Status is Active and you have minutes showing under Data & add-ons. If both true, try these tricks:

a) Lost/Stolen Trick

1. login to your account >> Plan and Add-ons >> Lost/Stolen Phone >> click Suspend Service >> logout

2. login to your account >> Plan and Add-ons >> Lost/Stolen Phone >> click Resume Service >> logout

3. wait a few minutes, reboot your phone and check for service

b) $1 Trick

1. login to your account >> Payment >> One TIme Payment >> follow the direction to poay $1 >> logout

2. wait a few minutes, reboot your phone and check for service

If neither work, get another a ticket:

click https://publicmobile.ca.ada.support/chat/ or the ? on the lower right of this page,
enter "refund",
click "Contact us",
click "Submit ticket",
login manually if your username/password are not filled in,
click the drop down menu (in the white area),
pick the topic that fits your issue and follow the directions to submit it,
If none of the topics are correct click Other/Something Else until you reach the blank form

Re: ALL CALLS DOWN. several days - no apparent reason

geopublic — Thu, 14 Nov 2019 20:31:12 GMT

@mark_addison wrote:
ALL incoming and outgoing CALLS DOWN. NOT CONNECTING
'Cant complete calls' says 'long distance add on is not active. '
Voicemail and local calls fall into this.
Incoming calls are simply not going through.

No reason for this.
My last payment was successful. Up to date.
I have 15$/ month 100 minute plan.
I have 500 mins canada wide calls add on.
I am 10 days into the new cycle. There is NO WAY I have used them all.

@mark_addison Access selfserve does it show your minutes counter? Does it show your 500 add-on? If not, that means they have been used up and you will need to purchase another 500 minute add-on to get up and running.
I am around 6 months into my billing/ contract.

I have reset the phone.
I have been on self serve.
I have chatted to SimonBot and then submitted a ticket.
No response after several days from Public Mobile.

What happens when you dial 611 from your device? If you submitted a ticket and have not received a reply check your private messages. That is the envelope top right of your screen. If you don't have any private messages from a moderator then submit another ticket.

I see no way to fix this??
Any Ideas????
Causing me quite an issue.... always happens at a time when u really need calls!! Trying to secure employment - effectively causing me financial trouble.

If I cannot fix asap I will be leaving Public Mobile.

ANY HELP WOULD BE AMAZING.

M

Re: ALL CALLS DOWN. several days - no apparent reason

PAULRANG18 — Thu, 14 Nov 2019 21:26:16 GMT

Best to contact a moderator again. This is complicated.

Re: ALL CALLS DOWN. several days - no apparent reason

mh1983 — Thu, 14 Nov 2019 21:32:13 GMT

Where are you located?

Re: ALL CALLS DOWN. several days - no apparent reason

mark_addison — Thu, 14 Nov 2019 22:26:46 GMT

no minutes remaining.

but like i said i have not used 600 minutes.

It says on my account

Current Add-Ons

500 min Canada-Wide Long Distance - $5.00

Which makes me believe I have this applied to account. Maybe this is somehow not active. How would I activate?

Re: ALL CALLS DOWN. several days - no apparent reason

mark_addison — Thu, 14 Nov 2019 22:39:20 GMT

Thanks I missed the private message.

Did not know that is how they would contact me.

Re: ALL CALLS DOWN. several days - no apparent reason

mark_addison — Thu, 14 Nov 2019 22:42:29 GMT

fernie BC

worked great for 6 months.

I believe my add on is not activated but its not clear what to do...

Re: ALL CALLS DOWN. several days - no apparent reason

geopublic — Thu, 14 Nov 2019 22:57:13 GMT

@mark_addison If your addon is listed on your overview page when you access your selfserve account then it's active. It automatically kicks in when you don't have any minutes left in your regular plan. If the addon doesn't show on the overview page then you need to purchase it via the payments addon tab.