topic Re: phone not working in Get Support

phone not working

Sam2 — Wed, 05 Jan 2022 18:16:39 GMT

my phone is not working - keeps asking for me to do add ons.....I still have minutes on my account

Re: phone not working

Triguy — Sat, 19 Sep 2020 19:37:23 GMT

Check your self serve account to see how many minutes you have left. Try rebooting your phone.

Re: phone not working

popping — Sat, 19 Sep 2020 20:04:29 GMT

@Sam2 wrote:
my phone is not working - keeps asking for me to do add ons.....I still have minutes on my account

If you have the $15 plan, you may have used all your 100 outgoing minutes.

Do you see any minutes usage line on your overview page after login.

I used 66 minutes out of my 100 minutes of my current cycle.

100 Minutes Canada-Wide Talk

66 / 100 MIN

If you do not have this usage line, you used all your minutes for the current cycle.

You can purchase the $5 500 minutes add-on.

Re: phone not working

Sam2 — Sat, 19 Sep 2020 20:23:30 GMT

actually it's asking me for an add on for long distance

i have a $10 plan that allows me to talk for 50 minutes nationwide and I haven't used it all

Re: phone not working

popping — Sat, 19 Sep 2020 20:29:47 GMT

@Sam2 wrote:
actually it's asking me for an add on for long distance
i have a $10 plan that allows me to talk for 50 minutes nationwide and I haven't used it all

Add 1 in front of your phone number to dial and report result.

Update 1:

If you let the warning message to the end, is your call connected? PM service is prepaid. It PM system let your call connected, you will not get overage charge.

Update 2:

You account may not be provisioned correctly.

Adding $1 to your account my trigger PM server to provision your account again. Please report result.

Re: phone not working

Sam2 — Sat, 19 Sep 2020 20:31:16 GMT

added 1 to the phone number and listened to the message to the end it it just hangs up

the message wants me to add a long distance add on to my plan

can you tell me how I can see how many minutes I've used on my plan?

Re: phone not working

Sam2 — Sat, 19 Sep 2020 20:32:53 GMT

I have $26 on my account.....do not want to add any more money to the account

Re: phone not working

Sam2 — Sat, 19 Sep 2020 20:34:09 GMT

how do I check how many minutes on my account.....

rebooted the phone.....still doesn't work

Re: phone not working

darlicious — Sat, 19 Sep 2020 20:35:21 GMT

@Sam2

If you havent accessed your account before dial 611. What does it tell you?

Re: phone not working

popping — Sat, 19 Sep 2020 20:36:21 GMT

@Sam2 wrote:
added 1 to the phone number and listened to the message to the end it it just hangs up
the message wants me to add a long distance add on to my plan
can you tell me how I can see how many minutes I've used on my plan?

I have a $10 plan.

My minutes usage line is showing I used 4 out of my 50 minutes,

Limited Canada-Wide Talk

4 / 50 MIN

If you do not see this line, you had used all your 50 minutes on your current cycle, Then, purchase a $5 500 Canada wide minutes add-on.

Re: phone not working

Dunkman — Sat, 19 Sep 2020 20:36:56 GMT

@Sam2

As popping mentioned above, do you see the minutes tracker in your self service account, under add on section. If you do not see the tracker, that means you ran out of minutes with this 30 day cycle.

See below:

If you need to, you could buy a 500 minutes Canada wide talk add on for $5. Unused minutes roll over to next month. It is a very useful add on for customers on the $10 and $15 plans.

Re: phone not working

darlicious — Sat, 19 Sep 2020 20:37:03 GMT

@Sam2

If you have run out of minutes which is likely just add the $5/500 min calling add on. Since you have a balance you can do this thru 611. Do you know your pin#?

Re: phone not working

Sam2 — Sat, 19 Sep 2020 20:37:10 GMT

when I dial 611 it gives me options to pay my account, etc.....

is there any number I can call for help

I've had this phone for about 2 years

Re: phone not working

kb_mv — Sat, 19 Sep 2020 20:37:27 GMT

@Sam2 wrote:
added 1 to the phone number and listened to the message to the end it it just hangs up
the message wants me to add a long distance add on to my plan
can you tell me how I can see how many minutes I've used on my plan?

@Sam2 If you are on a plan with limited minutes like me (as opposed to unlimited nationwide calling) look below. I currently have used o minutes of my 100 as I just renewed, If that line is missing, you have used them all up and will need to buy an add on (you can see I have one listed there, also with 0 minutes used.

Re: phone not working

Sam2 — Sat, 19 Sep 2020 20:38:03 GMT

where is this line that shows me that?

Re: phone not working

popping — Sat, 19 Sep 2020 20:39:32 GMT

@Sam2 wrote:
where is this line that shows me that?

I have a $10 plan.

My minutes usage line is showing I used 4 out of my 50 minutes,

Limited Canada-Wide Talk

4 / 50 MIN

If you do not see this line, you had used all your 50 minutes on your current cycle, Then, purchase a $5 500 Canada wide minutes add-on.

Re: phone not working

Sam2 — Sat, 19 Sep 2020 20:42:35 GMT

my cell phone is for emergency usage when I'm out - so I've used only about 2 - 3 minutes of my 50 minutes.....I hardly ever use this phone

who can I contact to help me with this problem

Re: phone not working

darlicious — Sat, 19 Sep 2020 20:44:49 GMT

@Sam2

Dial 611 and listen to the prompts. Press 2 for add ons. Enter your pin#. Then listen to your options. You want to purchase the 500 min Canada wide long distance add on for $5.

Re: phone not working

kb_mv — Sat, 19 Sep 2020 20:43:11 GMT

@Sam2 wrote:
my cell phone is for emergency usage when I'm out - so I've used only about 2 - 3 minutes of my 50 minutes.....I hardly ever use this phone
who can I contact to help me with this problem

@Sam2

You can contact the mods one of 2 ways. Click the question mark bottom right of the browser as shown in the picture and open a ticket through the automated ticketing system;

or you can contact them through direct messaging at the following link (note this way may take longer for a response);

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

In either case you should receive a reply within 48 hours though typically they are much faster. Watch the envelope icon top right for a reply.

Re: phone not working

popping — Sat, 19 Sep 2020 20:48:07 GMT

@Sam2 wrote:
my cell phone is for emergency usage when I'm out - so I've used only about 2 - 3 minutes of my 50 minutes.....I hardly ever use this phone
who can I contact to help me with this problem

I have a $10 plan.

My minutes usage line is showing I used 4 out of my 50 minutes,

Limited Canada-Wide Talk

4 / 50 MIN

Do you have this usage line or not?

If no, you used all you 50 minutes. Moderator will tell you the same info to buy add-on.

You can wait for your next renewal date to get another 50 minutes.

When is your renewal date?

Create a moderator support ticket for help using this link https://publicmobile.ca.ada.support/chat/