topic Re: How to check long distance usage in Get Support

How to check long distance usage

b777 — Tue, 04 Jan 2022 18:26:33 GMT

So i'm in my self serve account trying to figure out my long distance usage yet I can't find anything to indicate where I used my minutes... i've only used 7 min but Im wondering why I got charged since I didn't call out of province... i've recieved out of province calls but I was in Ontario and as per my understanding you shouldn't get charged long distance if it's an incoming call and you're in your home province

Re: How to check long distance usage

NDesai — Fri, 20 Jan 2017 08:20:24 GMT

Hi @b777

You should be able to check call history under Plans and Add-on > Usage History.

Re: How to check long distance usage

Chaos_Scorpio — Fri, 20 Jan 2017 13:39:09 GMT

@NDesai do you sleep?

Re: How to check long distance usage

b777 — Fri, 20 Jan 2017 16:40:19 GMT

Usage history doesn't tell me anything about my long distance minutes and where they were used up

Re: How to check long distance usage

srlawren — Fri, 20 Jan 2017 17:00:01 GMT

@Chaos_Scorpio I don't think @NDesai does, no! (He's on the we(s)t coast though....so it was only around midnight here when he posted)

Re: How to check long distance usage

srlawren — Fri, 20 Jan 2017 17:03:20 GMT

@b777 unfortunately I haven't made any long distance calls for quite some time so I can't locate any in my usage history to reference. Hopefully someone else can help you locate how to tell if it's coming out of your LD add-on minutes.

As to the why question: do you happen to live near a provincial border? For example Gattineau, Ottawa, Hull, etc?

Re: How to check long distance usage

b777 — Fri, 20 Jan 2017 21:21:58 GMT

I live in Toronto so I wouldn't have the border issues... maybe this is something that PM should address and a mod or mods can look into. I would like to know where my long distance minutes were used up (Was it someone I called, or someone that called me, etc). Just simply telling me I used 7 minutes out of 400 and not knowing where I used those 7 minutes up because I never made an out of call province or left the province doesn't make sense... I will be addressing this issue in the public lab section and hopefully the idea will be considered/implemented

Re: How to check long distance usage

srlawren — Fri, 20 Jan 2017 21:57:11 GMT

@Mary_M would you mind please helping @b777? Is it possible to see which calls in your usage history have been deducted from your LD add-on bucket?

Re: How to check long distance usage

Shazia_K — Fri, 20 Jan 2017 22:03:52 GMT

Hello @b777,

I will be glad to look into this for you,

Can you please send me a private message with your Public Mobile phone number so that I can have a look?

Thanks,

Shazia

Re: How to check long distance usage

b777 — Sun, 22 Jan 2017 20:33:12 GMT

So I got a reply from Shazia via private message but no response on this issue... I know it's the weekend so I hopefully have some sort of answer by tomorrow

Re: How to check long distance usage

srlawren — Mon, 23 Jan 2017 20:49:26 GMT

@b777 any luck?

Re: How to check long distance usage

b777 — Mon, 23 Jan 2017 22:24:41 GMT

nothing, you would think one of the PM mods would get back to me by now....

Re: How to check long distance usage

Mary_M — Tue, 24 Jan 2017 15:01:23 GMT

Hey @b777,

Sorry for the delay!

Do you remember calling any out of province numbers or international numbers in the last few months?

In the meantime, I'll work on going through your account to find charges for any calls placed and I will provide you with an update shortly!

Mary

Re: How to check long distance usage

b777 — Tue, 24 Jan 2017 16:38:14 GMT

Hi Mary

I definitely did not call any international numbers off my phone since signing up with PM and I do not recall calling out of province... I have called out of province using hangsout dialer but that uses data so it shouldn't affect my LD minutes... Otherwise I've only recieved out if province calls but I've always been in my home province when receiving those calls

Re: How to check long distance usage

Mary_M — Tue, 24 Jan 2017 16:51:47 GMT

Thank you for confirming @b777,

Your minutes should not get deducted if calling local numbers therefor we'll look into this and submit a ticket if needed! Please expect an update from me within the next 24 hours.

Respectfully,

Mary

Re: How to check long distance usage

srlawren — Tue, 24 Jan 2017 18:18:58 GMT

@Mary_M looking forward to it.

This does beg the bigger question of why it's so difficult for customers to see where their LD minutes are being used up. I hope the usage history gets updated to reflect the usage at some point.

Re: How to check long distance usage

Mary_M — Wed, 25 Jan 2017 15:18:07 GMT

Hey @b777,

Thank you so much for your patience!

My system is having somewhat of a hard time locating all of your usage, and to make sure we understand why your minutes were deducted, I've submitted a ticket for investigation (ref # IN0000012836573). The 7 minutes were also reinstated into your account.

Although it can take up to 2 business weeks, feel free to send me a message for an update 🙂

I hope this helps,

Mary

Re: How to check long distance usage

b777 — Wed, 25 Jan 2017 16:37:59 GMT

Perfect, thank you

Re: How to check long distance usage

Mary_M — Wed, 25 Jan 2017 17:00:21 GMT

Glad I could help 🙂 @b777

Re: How to check long distance usage

b777 — Thu, 09 Feb 2017 20:08:44 GMT

So I have yet to hear anything on this issue and clearly it's a problem because I recently moved to timmins (this past Sunday) and the only calls I've made have been locally in Timmins and some to Toronto to my family. Still have the same number and plan yet I got charged another 4 min of LD usage! Come on PM a province wide plan should be province wide and the system should know that timmins to Toronto or a Toronto number being used in Timmins is not LD minutes if you have a province wide plan! I called a friend with a 514 number from Montreal but he's in Timmins so that's not LD either!