topic Re: calling issues in Get Support

calling issues

rainetyler2006 — Wed, 05 Jan 2022 16:03:55 GMT

How come when I try to place a call, it tells me that I do not have a long distance addon. All calls placed are local, I have been paying for my plan and unable to use it except for texting.

Re: calling issues

will13am — Sun, 07 Jun 2020 17:45:24 GMT

@rainetyler2006 , try adding a 1 in front of the 10 digit number.

Re: calling issues

gblackma — Sun, 07 Jun 2020 17:47:25 GMT

@rainetyler2006 try dialing with a 1 in front of the number And if you are on a limited plan please log into your self service account and see if there are minutes remaining. If there aren't, consider buying the 500 minute, $5 Canada wide addon. Stay safe.

Re: calling issues

rainetyler2006 — Sun, 07 Jun 2020 17:49:52 GMT

My plan is the 15$ plan, it has 100 canadawide mins, i have tried everything and still does not work

Re: calling issues

RossN — Sun, 07 Jun 2020 17:52:49 GMT

@rainetyler2006 hi sounds like you ran out of minutes check your self serve if no minutes are showing in your data and add in section you have run out

Re: calling issues

rainetyler2006 — Sun, 07 Jun 2020 17:52:31 GMT

No minutes were used, as everytime I place a call... it says unfortunately we're unable to place your call, you do not have a long distance addon.

Re: calling issues

Dunkman — Sun, 07 Jun 2020 17:52:44 GMT

@rainetyler2006

Check your self service account. Do you see the 100 minute talk tracker in your overview page? If you don't see the tracker, that means that you ran out of minutes this month. Then you can buy the $5 Canadian 500 minute talk add on.

Re: calling issues

rainetyler2006 — Sun, 07 Jun 2020 17:54:59 GMT

I do not see anything except for the usage. I literally have not even been able to place a call, so I dont know how the minutes could be used

Re: calling issues

hairbag1 — Sun, 07 Jun 2020 17:57:41 GMT

@rainetyler2006 wrote:
How come when I try to place a call, it tells me that I do not have a long distance addon. All calls placed are local, I have been paying for my plan and unable to use it except for texting.

As others have suggested...we strongly suspect that you've used up your 100 minute allotment. Get the $5 / 500 min of Canada wide calling add-on or wait until your current plan cycle renews itself...you'll have a new batch of 100 minutes then. Get the add-on or upgrade to $25 plan with unlimited Canada wide calling.

Re: calling issues

esjliv — Sun, 07 Jun 2020 17:58:00 GMT

I am copying a message of a similar issue:

Can you confirm specifically, that the message is that you can not complete the call without long distance?

Calling between local area codes, not all exchanges are 'local'. For instance, although Brantford and Cambridge are both in the area codes 519 and 226, I need to call 'LD' to call my Dad. However, it's not a charge on my province wide plan. The message I get (when I don't call LD) is "The number you're calling is long distance, charges may be applied". If you're getting this message, it will complete, and there will be no charges, as it's in the same province.

Adding the +1 to all your contacts will help limit the message when dialing.

If there's truly an issue, and the calls won't complete, please contact the @Moderator_TeamTeam

Re: calling issues

Dunkman — Sun, 07 Jun 2020 18:03:55 GMT

@rainetyler2006

If you don't see the tracker as shown in previous post, it means that you ran out of minutes. You can check your usage history to determine when you ran out of minutes.

Here is some more information:

Talk

Talk minutes are counted whenever you make or receive calls on your phone. Talk time is calculated from the start of a call to when it is disconnected, and includes ring time and call routing. Total call time is always rounded up to the nearest minute. Please note that calls to voicemail and forwarding calls will use plan minutes.

Use Minutes	Doesn't Use Minutes
Making a call	*Calling 611 (the IVR)**
Answering a call (not with $15 plan)	Making or receiving calls from 911
Retrieving voicemail messages	Using calling apps when connected to Wifi
Using call forwarding

Re: calling issues

Triguy — Sun, 07 Jun 2020 18:17:42 GMT

Check your self serve account if no minutes are listed then you have depleted your 100 minutes. You can purchase an add-on

500 Canada-wide Long Distance minutes for $5.