topic Re: Can't Make Outgoing Calls in Get Support

Can't Make Outgoing Calls

Peebs — Wed, 05 Jan 2022 17:43:59 GMT

I bought a new iPhone 11 and moved the SIM card from my 5C to the 11 and everything is perfect with the new phone. There is a $40.00 plan associated with that card including data.

THEN......... I had an old 4 with a $10.00 plan that included 50 minutes Canada-wide. I wanted to switch the SIM card to the 5C, but the instructions in this Community said to order a new SIM card. I did that. When the card arrived, I changed the SIM card in the phone and updated the SIM card number in my account. My existing plan includes 50 minutes of Canada-wide talk.

NOW, I can't make any outbound calls on the 5C (not even a local call to my other phone). I receive a message telling me that I need a long-distance add-on.

This is our 2nd phone and used for EMERGENCIES. To call an ambulance or the fire department OR if/when my car breaks down on the side of the road. I don't have a landline. This is an urgent issue for me!

Re: Can't Make Outgoing Calls

Dunkman — Sat, 08 Aug 2020 15:35:24 GMT

@Peebs

Is it possible that you ran out of minutes? Check your talk minute tracker in your self service account, overview page, add on section. If you don't see the tracker, that means you ran out.

Maybe try rebooting your phone with new SIM card. Network reset.

Re: Can't Make Outgoing Calls

will13am — Sat, 08 Aug 2020 15:49:50 GMT

@Peebs , you could try toggling the lost phone/found phone option in the self serve account assuming you did not run out of minutes as already suggested. Regardless, it is a good idea to top up the account with a $5/500 minute add-on. It is cheap insurance against running out of usage.

Re: Can't Make Outgoing Calls

Staliger — Sat, 08 Aug 2020 15:53:19 GMT

@Peebs Check your self-service account. Does it still have minutes? Perhaps you ran out of them. If not, create a ticket with moderators by clicking on ? on the bottom right of the page and follow directions.

Re: Can't Make Outgoing Calls

gpixel — Sat, 08 Aug 2020 16:06:48 GMT

@Peebs hi, the sim may not have provisioned correctly when changing sims through your self serve

contact customer support mods here

type "activation issue"

(use the chat bubble options, then click "submit a ticket, click me" option)
https://publicmobile.ca.ada.support/chat/

make sure to check your inbox(top right corner envelope icon) periodically, for a response

the 50 mins renew monthly(30 day cycle)

Re: Can't Make Outgoing Calls

Peebs — Sat, 08 Aug 2020 16:03:56 GMT

I may have misunderstood how this plan works. Are you suggesting that those 50 minutes are one-time use only? I thought they renewed every month.

Re: Can't Make Outgoing Calls

Dunkman — Sat, 08 Aug 2020 16:06:11 GMT

@Peebs wrote:
I may have misunderstood how this plan works. Are you suggesting that those 50 minutes are one-time use only? I thought they renewed every month.

@Peebs

It does renew every 30 day cycle.

Re: Can't Make Outgoing Calls

Triguy — Sat, 08 Aug 2020 16:10:03 GMT

Try dialing 1 infront of the area code.

Re: Can't Make Outgoing Calls

geopublic — Sat, 08 Aug 2020 17:10:09 GMT

@Peebs Dial 611 from the 5C is your account active? If yes, then just put 1 in front of the number when calling.

If it's not active then maybe Auto-Pay failed so you need to manually reactivate your account by following the prompts.

Re: Can't Make Outgoing Calls

Peebs — Sat, 08 Aug 2020 17:55:41 GMT

Thanks @geopublic

611 works fine. Adding 1 in front doesn't help. Auto-pay did not fail. The account is in order. I escalated to a moderator. Thanks for your recommendations.

Re: Can't Make Outgoing Calls

Peebs — Sat, 08 Aug 2020 17:56:28 GMT

Thanks for the recommendation. Unfortunately, it didn't work. I have escalated to a moderator.

Re: Can't Make Outgoing Calls

Peebs — Sat, 08 Aug 2020 18:10:26 GMT

Thank you @Dunkman.

Re: Can't Make Outgoing Calls

Peebs — Sat, 08 Aug 2020 18:13:05 GMT

Thanks again @Dunkman I haven't used any minutes in months, so it's impossible that I ran out. I checked the minute tracker as you suggested so I was able to explain that to the moderator when I escalated. I also rebooted as you suggested.

My problem isn't resolved yet, but I thank you for taking the time to respond to my query.

Re: Can't Make Outgoing Calls

Peebs — Sat, 08 Aug 2020 18:14:59 GMT

Thank you for the recommendation to top up the account with $5/500 minute add-on. I have now escalated my problem to a moderator, but I just wanted you to know that I didn't know about those add-ons and I think you are correct about that one being cheap insurance.

Regards,

Re: Can't Make Outgoing Calls

Peebs — Sat, 08 Aug 2020 18:17:04 GMT

Thank you @Staliger for advising about the option to "create a ticket". I have done that now. Just waiting for resolution.

Regards.

Re: Can't Make Outgoing Calls

Peebs — Sat, 08 Aug 2020 18:19:04 GMT

Thank you @gpixel I have taken your recommendations and used your instructions to do so. I am working with a moderator now.

Re: Can't Make Outgoing Calls

Maryjoe — Sat, 08 Aug 2020 20:40:15 GMT

hi,

Please a run a ticket with the moderator and they will definitely help you out.Also try switch-off your phone for a minute and start it will also help you.Tehe self serve account will show you all the plan details and also if you have any minutes left on that plan.

Thankyou