topic Re: Phone not working in Get Support

Re: Phone not working

andrzejszkura — Wed, 05 Jan 2022 15:23:34 GMT

My phone does not allow me to make calls.

It worked before and just stopped few days ago and there is a lot of minutes

It give me this message: "this call is not covered by your plan"

Thank you

edited by computergeek541: account information removed

Re: Phone not working

Dolphin1 — Wed, 22 Jan 2020 04:14:54 GMT

@andrzejszkura wrote:
My phone does not allow me to make calls.

It worked before and just stopped few days ago and there is a lot of minutes
It give me this message: "this call is not covered by your plan"
Thank you

This is a public form you should not put your account number and name in a post.

Clicking on the 3 dots in the upper, right corner of your post, and choosing the "Edit" function to remove this information.

Re: Phone not working

CannonFodder — Wed, 22 Jan 2020 04:08:15 GMT

@andrzejszkura You should edit your post A.S.A.P. (by clicking on the 3 dots in the upper, right corner of your post, and choosing the "Edit" function), and take out the personal info(full name & account number), because this is a public forum, and ANYBODY can see that info.

That, and you should have started a new thread, since this one has been started by someone else with a different problem.

Re: Phone not working

LovesToPM — Wed, 22 Jan 2020 04:11:20 GMT

@computergeek541 Please edit the posts by @andrzejszkura and @Dolphin1

to remove name and account info. Thanks!

Re: Phone not working

computergeek541 — Wed, 22 Jan 2020 04:20:03 GMT

Thanks everyone for pointing me to this. A new thread has been created and the person's information has been removed.

Dolphin1: When quoting, please remove such information from the the quote.

Re: Phone not working

darlicious — Wed, 22 Jan 2020 04:27:15 GMT

@andrzejszkura Are you on the $15 plan? If yes can you confirm you still have minutes left in your account? Have you recently had a renewal since losing your calling? Can you still text and use data? What happens when you call your number? Can you recieve calls?

Have you rebooted your phone? Tried toggling airplane mode on for a few minutes and off again? If nothing works and this has not happened right after renewal contact the moderators for assistance by clicking on the (?)at the bottom right of your screen and submit a ticket via Simon explaining your issue to the moderators. Type in human or rep and choose account related issue and follow the prompts to explain your issue and submit a ticket. Keep an eye on the envelope icon next to your avatar at the top right corner of your screen for a little number will pop up indicating a message from the moderators thru your private message box. Responding promptly to messages will speed up your service times.

Are you dialing (1) before the number? What happens if you remain on the line after the message finishes...does it connect your call?

Re: Phone not working

andrzejszkura — Wed, 22 Jan 2020 04:42:11 GMT

Yes, I am on $15 plan. I barely used may be 2 minutes.

I rebooted the phone and removed/put back the SIM card.

It is on Auto Pay, so there is enough money.

Yes, I dial +1, area code, phone number (it worked bedore just fine).

Re: Phone not working

andrzejszkura — Wed, 22 Jan 2020 04:43:40 GMT

It is VERY old LG flip phone, but it worked for a while.

Re: Phone not working

darlicious — Wed, 22 Jan 2020 05:01:41 GMT

Do you have another phone to test your SIM in? If you are getting a message your phone is still working. You may just need the moderators to check if something is not working in your account.

Re: Phone not working

darlicious — Wed, 22 Jan 2020 05:23:20 GMT

It is likely you will not hear back from a moderator til morning. If you really need your phone and you have tried the other suggestions to get your calling working you can try the lost/stolen trick but it comes with its own consequences. Firstly what happens when you call your number? Does it go straight to voicemail? And does your texting and data work? If yes, yes and yes.

You can possibly get your calling feature to work by logging in to your account. Report your phone lost. Log out. Wait 10 minutes. Log in. Report found. Log out. Reboot phone. Can you make a call? Be forewarned doing this will cause any rewards you have to not be applied upon renewal. You will have to contact the moderators to have them applied manually. Consider this before choosing to try this method that may or may not work depending on what is actually causing the problem with your calling feature....however it has worked in the past for some.

Re: Phone not working

LovesToPM — Wed, 22 Jan 2020 05:26:09 GMT

@andrzejszkura wrote:
Yes, I am on $15 plan. I barely used may be 2 minutes.
I rebooted the phone and removed/put back the SIM card.
It is on Auto Pay, so there is enough money.
Yes, I dial +1, area code, phone number (it worked bedore just fine).

@andrzejszkura

Please don't assume that your account status is active because AutoPay is enabled. PM billing can sometimes fail.

What is your account status?

If your account is suspended or expired, do you see a button to Reactivate service?

If yes, click on it to try to make a manual payment.

If all is well, your account should return to active status.

Reboot your phone if needed.

Re: Phone not working

Dolphin1 — Wed, 22 Jan 2020 05:50:37 GMT

@computergeek541 wrote:
Thanks everyone for pointing me to this. A new thread has been created and the person's information has been removed.

Dolphin1: When quoting, please remove such information from the the quote.

Sorry about that. I will be more careful next time, as I was just trying to help.

Re: Phone not working

andrzejszkura — Wed, 22 Jan 2020 07:45:18 GMT

Everything seems to be OK

Account Status: Active

No button to "reactivate".

Rebooted the phone.

Please, have a look at my account:

edited by computereek541: removed account number.

Re: Phone not working

computergeek541 — Wed, 22 Jan 2020 07:46:02 GMT

@andrzejszkura Please do not post your account number here. These messages that you are posting here can be seen by anyone using the internet.

Re: Phone not working

CannonFodder — Wed, 22 Jan 2020 07:57:53 GMT

@andrzejszkura wrote:
Everything seems to be OK
Account Status: Active
No button to "reactivate".
Rebooted the phone.
Please, have a look at my account:

edited by computereek541: removed account number.

@andrzejszkura None of the people that have posted in this thread have the ability to look at your account, because we're all just Public Mobile customers, like you. If you want or need someone to look at your account, only the Moderators can do that.

I suggest you go back to page 1 of this thread, and try all of the hints that @darlicious mentioned in her 1st post. If none of those suggestions work, she also mentioned that you should contact the Moderators, and told you how to do so. Try that, and let us know if you get it resolved. Good luck!

Re: Phone not working

darlicious — Wed, 22 Jan 2020 09:31:56 GMT

@andrzejszkura At this point if you tried airplane mode.....you have two choices. Contact the moderators. They will likely get back to you sometime in the morning. They will look into your account and service and fix whatever is causing the problem. Or try the using the lost/stolen feature. This may work but you will still have to contact the moderators after your renewal to get your rewards applied and you will not have them to pay for your next renewal they will be credited for use on the following renewal.

Re: Phone not working

LovesToPM — Wed, 22 Jan 2020 15:27:42 GMT

@andrzejszkura

Have you also tried adding $1 to your account?

This can sometimes reprovision your account.

Make the manual payment, then restart your phone.

Re: Phone not working

andrzejszkura — Wed, 22 Jan 2020 18:18:00 GMT

I am still having problems.

- I added $1 to the account (as suggested)

- Turned off the phone, removed and reinserted the SIM cars, restarted the phone.

- I can receive phone calls

I am getting this message.

"Sorry we cannot complete your call , you don't have active long distance addon and this call is not covered by your plan."

Do you want me to send you my account number, my phone number , or my login id?

Re: Phone not working

LovesToPM — Wed, 22 Jan 2020 18:23:05 GMT

@andrzejszkura wrote:
I am still having problems.
- I added $1 to the account (as suggested)
- Turned off the phone, removed and reinserted the SIM cars, restarted the phone.
- I can receive phone calls
I am getting this message.
"Sorry we cannot complete your call , you don't have active long distance addon and this call is not covered by your plan."

Do you want me to send you my account number, my phone number , or my login id?

Please no. No personal info here in the forum.

Did you get a reply from Moderators yet? Check here to see your private messages and respond to them: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Phone not working

andrzejszkura — Wed, 22 Jan 2020 18:27:05 GMT

I also switched the phone. I mean, I put the SIM card in a different phone.

I still get the same problem and the same message.