topic Re: Phone wont work in Get Support

Phone wont work

markgunn — Wed, 05 Jan 2022 14:51:09 GMT

you don't have an active long distance add-on

What do I do?

Re: Phone wont work

kselmak — Mon, 09 Mar 2020 00:43:19 GMT

Hi @markgunn

Can you check the number to make sure you are not mistyping?

Where are you trying to call and which plan do you have?

Thanks

Re: Phone wont work

Jb456 — Mon, 09 Mar 2020 00:44:43 GMT

More details please.

Did you just sign up?

Did you port from another provider?

What kind of phone do you have?

Anything work on phone? Text/ data?

Have you tried restarting your phone?

Have you tried dialing a 1 infront of number?

Can the person call you?

What area code are you trying to call? There's new ones in Canada....might be an issue...

Re: Phone wont work

gblackma — Mon, 09 Mar 2020 00:45:12 GMT

@markgunn

You can try the Lost/stolen trick. Enable it from within your self service account. Wait 5 minutes take it off and restart your phone. If this fails contact a moderator and ask them to reset your SIM. Click on the green questionmark in the white circle at the bottom right of your screen. This connects to the autobot Simon. Type moderator and follow the prompts to get to one. (CLICK on account specific question and human and submit a ticket).

@markgunn wrote:
you don't have an active long distance add-on
What do I do?

Re: Phone wont work

Triguy — Mon, 09 Mar 2020 00:51:39 GMT

Which plan do you have ? Try dailing 1 infront of the area code.

Re: Phone wont work

markgunn — Mon, 09 Mar 2020 01:14:35 GMT

Tried putting "1" in front of the number, still won't connect. Just comes out with the"you don't have an active long distance add-on" then goes dead

Re: Phone wont work

dabr — Mon, 09 Mar 2020 01:17:19 GMT

@markgunn wrote:
Tried putting "1" in front of the number, still won't connect. Just comes out with the"you don't have an active long distance add-on" then goes dead

@markgunn Are you on a limited minutes plan, ie: $15? If you are maybe you've used up all your outgoing minutes and need to purchase the $5/500 Canada wide minutes to supplement it?

Re: Phone wont work

Jb456 — Mon, 09 Mar 2020 01:20:07 GMT

@markgunn wrote:
Tried putting "1" in front of the number, still won't connect. Just comes out with the"you don't have an active long distance add-on" then goes dead

@markgunn care to answer some of the other questions that have been asked so we can narrow the issue down

Re: Phone wont work

Jared87 — Mon, 09 Mar 2020 01:44:55 GMT

I ported my number and shows I have service and data yet none of my messages are going threw nor am I receiving any messages and none of my data is working !

Re: Phone wont work

Triguy — Mon, 09 Mar 2020 01:56:48 GMT

You may need to setup the PM APN settings if you use data.

APN Settings:
Name: Mobile Internet
APN: sp.mb.com
Proxy: Not set
Port: Not set
Username: Not set
Password: Not set
Server: Not set
MMSC: http://aliasredirect.net/proxy/mb/mmsc
MMS proxy: 74.49.0.18
MMS port: 80
MCC: 302
MNC: 220
Authentication type: Not set
APN type: default,mms,agps,supl,fota,hipri,dun
APN protocol: IPv4
APN roaming protocol: IPv4
APN enable/disable: APN enabled
Bearer: Unspecified
MVNO type: GID
MVNO value: 4D4F

More info for particular devices:

https://apn-canada.gishan.net/en/apn/public-mobile

Re: Phone wont work

LurganIeUk — Mon, 09 Mar 2020 02:45:19 GMT

@markgunn wrote:
Tried putting "1" in front of the number, still won't connect. Just comes out with the"you don't have an active long distance add-on" then goes dead

Where are you calling? Outside of Canada??????

Re: Phone wont work

XionBunny — Mon, 09 Mar 2020 03:35:43 GMT

I'll say it again, always be very informative when looking for help, vauge topics result in everyone having to chase down the cause of your issue.

Re: Phone wont work

kselmak — Mon, 09 Mar 2020 19:04:30 GMT

@markgunn

I'm on 15 plan if you give me the area code you are trying to reach I will look for a library or Walmart with that area code and will test it too

Thanks