topic Re: Add-ons disapeared in Get Support

Add-ons disapeared

smusaji — Wed, 05 Jan 2022 15:06:45 GMT

Hi, I just mentioned that my previously purchased add-ons for 500min Canada-wide talk disappeared from my file. I thought it said they never expire. I have 80% left out of it, where did this go?

Re: Add-ons disapeared

gblackma — Fri, 27 Mar 2020 20:29:22 GMT

@smusaji the add on disappers when it is used up. They are pretty good at tracking this. You can try checking your usage history in your self service account. You will either have to add another one, or given the present crises consider a temporary upgrade to the $25 plan immediately. Here is an article on switching plans. https://www.publicmobile.ca/en/bc/get-help/articles/change-your-plan

This plan.

To save more, add the TextNow voip app and use it via Wifi to make / receive / send calls and texts in Canada and to the United States for free. You can also use it as I do to check my voicemail from my own phone without using the minutes from the PM plan. Simply dial your PM phone number - reject the call when it rings (this sends the call to voicemail) - press the * key to allow you to enter your password. - enter - and viola you are in your voicemail account - Hang up when you are finished. No minutes used. Thank you

Re: Add-ons disapeared

popping — Fri, 27 Mar 2020 20:31:31 GMT

@smusaji

If you don't see the minutes add-on usage line, you had used all your add-on minutes.

I have the $5 500 minutes add-on. I used 133 minutes out of my 500 add-on minutes. If you do not see similar usage line on your overview page, you had use all your add-on minutes. It is the time to get another minutes add-on.

Data & Add-Ons	Amount Used
$0 Free Holiday Giveaway: 1GB Add-on	140.206 / 1024 MB
$0 Free Holiday Giveaway: 400min INTL Long Distance (incl CA & US)	1 / 400 MIN
100 Minutes Canada-Wide Talk	15 / 100 MIN
1GB Promo	102.004 / 1024 MB
250 MB at 3G speed	9.375 / 250 MB
500 min Canada-Wide Long Distance	133 / 500 MIN

Re: Add-ons disapeared

geopublic — Fri, 27 Mar 2020 20:36:06 GMT

@smusaji wrote:
Hi, I just mentioned that my previously purchased add-ons for 500min Canada-wide talk disappeared from my file. I thought it said they never expire. I have 80% left out of it, where did this go?

@smusaji The only time it disappears is when it is all used up. :smileysad: Check your add-on usage to confirm.

Re: Add-ons disapeared

hairbag1 — Fri, 27 Mar 2020 20:47:17 GMT

@smusaji wrote:
Hi, I just mentioned that my previously purchased add-ons for 500min Canada-wide talk disappeared from my file. I thought it said they never expire. I have 80% left out of it, where did this go?

It never expires...you use up to 500 minutes of Canada wide calling for the cost of $5. Once your regular plan minutes run out, then the 500 minutes add-on take over. Any of those 500 minutes that you don't use during your regular cycle, will just keep rolling over until you do use them up. If you find you're using much more, consider getting the $25 plan with unlimited Canada wide calling...as suggested by @gblackma

Re: Add-ons disapeared

CannonFodder — Fri, 27 Mar 2020 21:29:45 GMT

@smusaji

@smusaji wrote:
Hi, I just mentioned that my previously purchased add-ons for 500min Canada-wide talk disappeared from my file. I thought it said they never expire. I have 80% left out of it, where did this go?

Since you made that statement, highlighted in bold, above, can we assume you HAVE logged into your self-serve account, as @popping showed, quite recently, and at that point it showed up as having ~400 mins. left? 🤔 If so, I suggest you log in once again, and take a look at the usage history, just to make sure there aren't a few REALLY long phone calls you may have forgotten about..... any chance you made a few calls where you got put on "hold" for a significant amount of time?

Re: Add-ons disapeared

smusaji — Fri, 27 Mar 2020 21:31:02 GMT

I did not use them. They just disappeared. Moreover, I wanted to get another one a couple of days ago. I went to add-ons, selected the option for 500 Canada-wide minutes, paid it and got a confirmation that everything worked. However, now I can see that the purchase did not work and I just got the money back as credit. What is going on? In case the option is discontinued, I want to at least got my unused balance that I had.

Re: Add-ons disapeared

CannonFodder — Fri, 27 Mar 2020 21:33:36 GMT

I don't THINK this is the case with this add-on, but guys, is there any chance that this is like the US roaming add-ons, in that the system has a brain cramp when you buy a 2nd one while you still have the 1st one???

Re: Add-ons disapeared

smusaji — Fri, 27 Mar 2020 21:34:22 GMT

That is correct. At the beginning of March I remember having around 400/500 left. I did not talk them out, but now they are no longer there. Moreover, when I tried to add another 500 min - it did not work and those $5 paid just went into my currently available credit.

Re: Add-ons disapeared

popping — Fri, 27 Mar 2020 21:38:44 GMT

@smusaji wrote:
I did not use them. They just disappeared. Moreover, I wanted to get another one a couple of days ago. I went to add-ons, selected the option for 500 Canada-wide minutes, paid it and got a confirmation that everything worked. However, now I can see that the purchase did not work and I just got the money back as credit. What is going on? In case the option is discontinued, I want to at least got my unused balance that I had.

@smusaji wrote:
That is correct. At the beginning of March I remember having around 400/500 left. I did not talk them out, but now they are no longer there. Moreover, when I tried to add another 500 min - it did not work and those $5 paid just went into my currently available credit.

Buying add-on is a 2 steps process. If your account has $5 available fund in your account, you finished the first step. Now, you need to buy the add-on with the available fund $5.

Re: Add-ons disapeared

gblackma — Fri, 27 Mar 2020 21:37:52 GMT

@smusaji try adding the other $5 add on again. If you still feel that an error occurred then contact a moderator and ask them to check it for you. 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)

Keep an eye on the envelope top right of your screen. The mods answer will show up there.
You can also enable email notification to receive a private message notification in your email INBOX.
Go into your community account > my settings > PREFERENCES > Private Messenger > enable "Receive email notifications for new private messages" > Save

Re: Add-ons disapeared

CannonFodder — Fri, 27 Mar 2020 21:38:40 GMT

@smusaji So, have you checked your usage history? You DO realize, don't you, that if you're on the $15 plan, calls to voicemail count against your minutes, and any part of a minute gets rounded up to the next full minute, such that a call of 1:37 counts as 2 mins.?

Re: Add-ons disapeared

popping — Fri, 27 Mar 2020 21:43:56 GMT

@CannonFodder wrote:
@smusaji So, have you checked your usage history? You DO realize, don't you, that if you're on the $15 plan, calls to voicemail count against your minutes, and any part of a minute gets rounded up to the next full minute, such that a call of 1:37 counts as 2 mins.?

@smusaji In addition to the voicemail does not account against the plan minutes, calling toll free number will not against the plan minutes too. PM is actually very generous on counting minutes usage.

Re: Add-ons disapeared

smusaji — Fri, 27 Mar 2020 21:51:09 GMT

I have checked my history and even if they charge me for those long calls to 1-800 like CRA office or something like that - it would hardly get me below half of those 500. It is just impossible to have them disappeared due to consumption.

Re: Add-ons disapeared

geopublic — Fri, 27 Mar 2020 21:54:50 GMT

@smusaji wrote:
I have checked my history and even if they charge me for those long calls to 1-800 like CRA office or something like that - it would hardly get me below half of those 500. It is just impossible to have them disappeared due to consumption.

@smusaji The minutes counter is pretty accurate. Please note that 1-800 do count towards your minutes. If you still feel there was an error then submit a ticket to PM so that they can investigate.

To submit a ticket to the Moderator Team, please start a conversation with the Public's virtual assistant, SIMon by clicking the icon below:

If you are still having problems contacting Public Mobile then click here. The link sends you to the private message function and adds the moderator team as recipient for a private message. You just have to enter a title and text in the body of the message describing the problem and post. The message will be received by the moderator team and they will respond to it. You will receive the response in your private message inbox.

Please note that account verification may be required when contacting the Moderator Team

Re: Add-ons disapeared

popping — Fri, 27 Mar 2020 22:19:15 GMT

@smusaji wrote:
I have checked my history and even if they charge me for those long calls to 1-800 like CRA office or something like that - it would hardly get me below half of those 500. It is just impossible to have them disappeared due to consumption.

I called a toll free number this afternoon using my $10 plan with only 50 incoming or outgoing minutes. The minutes usage line on the overview page did not change. The details usage still showing my toll free call and did not count against my plan minutes. The call used 9 minutes. But that counted 0 minutes against my plan minutes.

27/03/2020 2:12

Outgoing Call

xxx831xxxx

888xxx3436

ALBERTA

NANP area

0:08:14

Minutes

$0.00

To prove that PM did not charge the toll free 9 minutes call, my plan minutes usage line showing that I used only 6 minutes since my renewal. Otherwise, my minutes usage line will be at least 9 minutes or more.

@geopublic

Do you have any proof that PM charge the toll free call against the plan minutes. You may be correct if PM does not apply the same rule to all toll free calls.

Data & Add-Ons	Amount Used
$0 Free Holiday Giveaway: 1GB Add-on	0.091 / 1024 MB
$0 Free Holiday Giveaway: 400min INTL Long Distance (incl CA & US)	0 / 400 MIN
50 International Outgoing Texts and Unlimited Incoming Texts	8 / 50 Unit
Limited Canada-Wide Talk	6 / 50 MIN

Re: Add-ons disapeared

AE_Collector — Fri, 27 Mar 2020 22:51:33 GMT

I have never checked as @popping did but I don’t believe that I have ever seen a discussion about toll free calls on PM that concluded that they are billable minutes...IE: NOT billable. Collecting your voice mail messages using your cell phone IS consuming billable minutes but the person who left you the messages didn’t trigger any billable minutes leaving a message.

Thats my take on it at least.

AE_Collector

Re: Add-ons disapeared

geopublic — Fri, 27 Mar 2020 23:05:49 GMT

@popping I'm going off the official PM document:

https://www.publicmobile.ca/en/bc/get-help/articles/limited-talk-and-text-plans

Nowhere does it say that toll free number don't count.

Does anyone know if the same is true for the $15 plan?

Re: Add-ons disapeared

AE_Collector — Sat, 28 Mar 2020 16:09:45 GMT

Whether toll free minutes are billable outgoing minutes would only be relevant to the $10 or $15 plan and every discussion I have seen here concluded that they don’t get billed in reality. Toll Free calls were always free to dial on payphones without the need to deposit any $ as well.

AE_Collector

Re: Add-ons disapeared

CannonFodder — Fri, 27 Mar 2020 23:17:18 GMT

@popping wrote:
@CannonFodder wrote:
@smusaji So, have you checked your usage history? You DO realize, don't you, that if you're on the $15 plan, calls to voicemail count against your minutes, and any part of a minute gets rounded up to the next full minute, such that a call of 1:37 counts as 2 mins.?
@smusaji In addition to the voicemail does not account against the plan minutes, calling toll free number will not against the plan minutes too. PM is actually very generous on counting minutes usage.

Uhm.... was that a brain fart(the bold & underlined part, above), or am I misunderstanding what you're saying? I threw that info out there, because I thought just MAYBE the OP had used up all the plan minutes, and had then used up TONS of the add-on minutes by checking voicemail. That, and given that the OP said the account showed ~400 mins. at the beginning of this month, and it's now the 27th, it seemed like a good possibility that those minutes got used that way.