topic Re: How Long Distance Call Works? in Get Support

How Long Distance Call Works?

nice1234guy — Tue, 04 Jan 2022 18:40:17 GMT

I live in Vancouver BC. I paid $8 for Long Distance add-on on January. I have not use it once. Last week, I traveled to Toronto, and tried to make phone call, but I was unable to do so. I come back now and try to make calls to Toronto, and I can't either. It says "I don't have an active long distance add-on". Why? What add-on should I get to make long distance calls? Please help.

Re: How Long Distance Call Works?

Samianauman — Sun, 16 Apr 2017 17:17:59 GMT

It's a 2 step process check on main page online does it showing extra money in your available fund if yes that's mean addon not activated first funds goes to your available funds then you add addon again

Here's a link which will explain all your questions about Canada wide province wide and long distance here's the link
Here is the link
http://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Province-wide-Canada-wide-and-Long-Distance-Add-ons/ta-p/81459

Re: How Long Distance Call Works?

NDesai — Sun, 16 Apr 2017 17:18:03 GMT

Do you have Talk on your plan and is your plan active? If yes, do you see that 200min add-on under add-on on self-serve overview page?

Re: How Long Distance Call Works?

nice1234guy — Sun, 16 Apr 2017 17:20:48 GMT

Is there a lime limit for the Long Distance add-on?

Re: How Long Distance Call Works?

Samianauman — Sun, 16 Apr 2017 17:22:58 GMT

No it's roll over unused minutes to next cycle
They don't expire until you used them all

Re: How Long Distance Call Works?

nice1234guy — Sun, 16 Apr 2017 17:23:34 GMT

Yes, my phone is active. I am using my phone now, and my plan is active.

Re: How Long Distance Call Works?

Samianauman — Sun, 16 Apr 2017 17:27:21 GMT

No check if you have a long distance add on
Also go on payment history to check did you ever bought a long distance add on

As I mention before buying add on it's a 2 step process first when you click on addon to purchase let say 8 dollar addon then 8 dollars add your your available public mobile funds then once you see 8 dollars available in your main page for self serve then u gov back to add on and add again from your available funds

Re: How Long Distance Call Works?

nice1234guy — Sun, 16 Apr 2017 17:28:07 GMT

On the Add-on page, it only show the Data Usage, but no Long Distance. I did pay the $8 for it. What should I do now?

Re: How Long Distance Call Works?

NDesai — Sun, 16 Apr 2017 17:30:47 GMT

@nice1234guy wrote:
On the Add-on page, it only show the Data Usage, but no Long Distance. I did pay the $8 for it. What should I do now?

Seems like you did not complete the process by purchasing the add-on again. First time it adds the funds to your available balance. If that $8 is sitting on Available Funds, purchase the add-on again. If that $8 is not there, you will have to private message one of the mod and they will help you.

Re: How Long Distance Call Works?

Samianauman — Sun, 16 Apr 2017 17:33:18 GMT

As a said you haven't purchased you have to go to addon page buy again from your available funds

Do you see extra money sitting in your available fund in main page self serve ?

If yes that means money transferred from your credit card to Pm account now you can purchase long distance add on

Re: How Long Distance Call Works?

kav2001c — Sun, 16 Apr 2017 17:36:46 GMT

Could be a bug

I know a friend who claimed to me they purchased a long distance add on as well yet when I looked at his account it simply showed a $15 balance in account

Re: How Long Distance Call Works?

NDesai — Sun, 16 Apr 2017 17:42:35 GMT

@kav2001c wrote:
Could be a bug
I know a friend who claimed to me they purchased a long distance add on as well yet when I looked at his account it simply showed a $15 balance in account

That's normal. I don't know if it was one step before, but for a while now, its been two steps process.

Re: How Long Distance Call Works?

Samianauman — Sun, 16 Apr 2017 17:46:30 GMT

They have to simplify the process or add a whole procedure in add on page this way there will be no issues specially its hard for ppls who do 1st step then leave for vacation or personal trips when they buy USA roaming once in USA they have to faces problem with no add on n no service

Re: How Long Distance Call Works?

nice1234guy — Sun, 16 Apr 2017 17:50:11 GMT

I pay $8 by using my credit card. I have record to show it. So now, who should I report this issue to?

Re: How Long Distance Call Works?

Samianauman — Sun, 16 Apr 2017 17:59:30 GMT

I know what u mean u paid 8 dollars but if you go public mobile site and login do you see 8 dollars sitting in your available funds or no

If you do see in there then simply go to addon and add long distance from available fund then
ONLY IF YOU DONT SEE IN YOUR AVAILABLE FUNDS
then
Contact mod by private msg
In your private message to any moderator include whatever bits of the following info you have:
* PM account email address
* PM phone number
* PM SIM card number
* Detailed explanation
* Community Moderators are available from Mon-Thursday 9am(EST) to 9pm(EST) and Friday, Saturday, and Sunday from 9am(EST) to 5:30pm(EST)
Here is the link for how to contact moderators
http://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Updated-Contacting-our-Community-Moderators/ta-p/76452

Re: How Long Distance Call Works?

nice1234guy — Sun, 16 Apr 2017 18:01:31 GMT

Thank you. I will contact the Community Moderators

Re: How Long Distance Call Works?

nice1234guy — Sun, 16 Apr 2017 18:30:11 GMT

This chart is not completely right. First of all, I am not sure it will include the US. Second, when I was in Toronto, I can still receive phone calls from Vancouver even I don't have the long distance add-on.

Re: How Long Distance Call Works?

Samianauman — Sun, 16 Apr 2017 18:46:12 GMT

Are you talking about this chat

when you were in Toronto did you received lots of calls from Vancouver

i think incoming from Vancouver burned your 200 mins

other thing you can check login to your account click on add on right beside chat you will see available fund see if you notice different amount then ur expectations

also check your payment history and addon usage section if you feel something missing then as I mention send a msg which you said u already have done it wait for reply and ask mod anything you don't feel satisfy about we have a great team they will look after you

Re: How Long Distance Call Works?

ute1978 — Mon, 17 Apr 2017 14:27:36 GMT

@nice1234guy wrote:
Thank you. I will contact the Community Moderators

Could you please, please keep us updated on this?

The "long-distance add on"-problem is a mystery not yet solved.

Re: How Long Distance Call Works?

Samianauman — Mon, 17 Apr 2017 15:41:50 GMT

@ute1978

I know looks like lots of users having issues when They buy add on and lots of new user doesn't know the 2 step process either that's would be awesome if they can fix that issue once you select add on then make a payment for that specific add on then should be done at that point without going back and buy from available fund