topic Re: Local calls don't connect in Get Support

Local calls don't connect

J2G — Wed, 05 Jan 2022 22:27:14 GMT

I can text, call toll free and receive calls. Local and long distance don't go through Account is up to date

Re: Local calls don't connect

JoyLuck — Mon, 16 Nov 2020 16:52:26 GMT

@J2G wrote:
I can text, call toll free and receive calls. Local and long distance don't go through Account is up to date

Can you try putting a 1 in front of the number(s)?

Re: Local calls don't connect

Anonymous — Mon, 16 Nov 2020 16:55:09 GMT

@J2G wrote:
I can text, call toll free and receive calls. Local and long distance don't go through Account is up to date

Try adding a 1 in front of your 10 digit numbers.

Edit: speedy JoyLuck again

Edit some more: getting that recording saying long distance charges may apply is an old legacy thing. If you hang on, the call should go through. Don't worry about long distance charges here...there aren't any.

Re: Local calls don't connect

gumbyng — Mon, 16 Nov 2020 16:54:17 GMT

I would first start with a phone reset...could be a temporary glitch.

Have you tried multiple phone numbers and/or adding a 1+ in front?

Last step would be to contact support.....use the chatbot, lower right hand corner chat bubble.

Re: Local calls don't connect

J2G — Mon, 16 Nov 2020 17:07:10 GMT

Recording says "don't have an active long distance add on".

I do

Re: Local calls don't connect

Anonymous — Mon, 16 Nov 2020 17:08:08 GMT

@J2G wrote:
Recording says "don't have an active long distance add on".
I do

Oh. Are you on the $15 plan? Maybe you've used the outgoing minutes.

Re: Local calls don't connect

J2G — Mon, 16 Nov 2020 17:09:22 GMT

Still will not connect - same thing - says I don't have account up to date. I do

Re: Local calls don't connect

JoyLuck — Mon, 16 Nov 2020 17:11:37 GMT

@J2G wrote:
Recording says "don't have an active long distance add on".
I do

If you are on a limited minutes plan and are out of minutes buy the 500 minutes add on for $5. The unused minutes roll over each cycle until consumed.

Re: Local calls don't connect

J2G — Mon, 16 Nov 2020 17:11:01 GMT

Added $15.00 2 days age and it shows paid on my online account

Re: Local calls don't connect

JoyLuck — Mon, 16 Nov 2020 17:18:44 GMT

@J2G wrote:
Added $15.00 2 days age and it shows paid on my online account

Log into self service to see how many minutes you have left. You should see a line like this.

Re: Local calls don't connect

LurganIeUk — Mon, 16 Nov 2020 17:17:14 GMT

@J2G wrote:
Recording says "don't have an active long distance add on".
I do

Are you calling within Canada? If yes and you are on $15 plan then your 100 minutes or $5 500 minute add-on should work.

If you are calling LD somewhere else...do you have the “correct” LD add-on?

Re: Local calls don't connect

LurganIeUk — Mon, 16 Nov 2020 17:18:38 GMT

What is your account status when you log into “My Account”?

Re: Local calls don't connect

J2G — Mon, 16 Nov 2020 17:18:38 GMT

Where can I find minutes left? I see where it shows detailed calling but not minutes left.

Re: Local calls don't connect

LurganIeUk — Mon, 16 Nov 2020 17:20:43 GMT

Go into My Account. If you are on $15 plan and have used all minutes....the whole line disappears. Do you have the 500 minute add on?

Re: Local calls don't connect

J2G — Mon, 16 Nov 2020 17:23:27 GMT

Account status is "active" with a $15.00 balance but nothing showing where minutes used usually is

Re: Local calls don't connect

gpixel — Mon, 16 Nov 2020 17:28:28 GMT

Re: Local calls don't connect

JoyLuck — Mon, 16 Nov 2020 17:25:31 GMT

@J2G wrote:
Account status is "active" with a $15.00 balance but nothing showing where minutes used usually is

You must have used up your 100 minutes. The $15 is in your Available Funds to be used at your next renewal. Best to purchase the 500 minute add on.

With the $15 plan you are limited to 100 outgoing minutes. Seconds are rounded up to the closest minute. (eg. A 10 second call is rounded up to 1 minute). As well, checking your voicemail with your phone will use up outgoing minutes too.

Re: Local calls don't connect

J2G — Mon, 16 Nov 2020 17:25:44 GMT

I thought that is what I added on - showing $15.00 paid

Re: Local calls don't connect

LurganIeUk — Mon, 16 Nov 2020 17:33:22 GMT

@J2G wrote:
Account status is "active" with a $15.00 balance but nothing showing where minutes used usually is

Do you see this? If minutes used but not over 100 would say something like 68/100. But if all used this line disappears. You need to add $5 to your account, if balance is 0, and buy the 500 minute add on. It does not expire until minutes are used.

Also so you can check your call usage in a date range to verify where/when the minutes were used.

Re: Local calls don't connect

JoyLuck — Mon, 16 Nov 2020 17:33:05 GMT

@J2G wrote:
I thought that is what I added on - showing $15.00 paid

When was your renewal date? So the $15 got used for your renewal?

Or is the $15 showing in your available funds something like this: