topic Re: Calling 1800 numbers in Get Support

Calling 1800 numbers

tanyaroswyn — Tue, 04 Jan 2022 09:41:56 GMT

I have 100 minutes Canada-wide calling. Why does it use up minutes on my plan when I call a 1800 toll free number? The receiver is paying for the call, not me as the sender.

Re: Calling 1800 numbers

dabr — Sat, 01 Jan 2022 20:35:12 GMT

@tanyaroswyn wrote:
I have 100 minutes Canada-wide calling. Why does it use up minutes on my plan when I call a 1800 toll free number? The receiver is paying for the call, not me as the sender.

@tanyaroswyn Are you actually verifying on the overview page that calling the 1-800 numbers is deducting from your 100 mins? As most (though not all) 1-800 number should not be deducting from your available mins unless PM has changed something on their end.

Re: Calling 1800 numbers

softech — Sat, 01 Jan 2022 20:48:15 GMT

@tanyaroswyn there seems to be some questions lately if the 1800 numbers counted towards the 100 outgoing bucket or not. It used to be not. Most 1-800 numbers should NOT be using your 100 minutes.

What is that 1-800 number and do you mind to share?

There has been multiple questions about this topic lately, seems like PM is counting the 1-800 number. (this is at least the 3rd posts I saw in the last 2 weeks) You might want to open ticket with PM Support to confirm as well

1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

Start with typing "Submit a ticket", click "Contact Us", click "Other" from the choices, click "Click here to submit a ticket". Then follow to complete the ticket submission.

2. Or you can Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox, envelope on the top right, after ticket is opened. CS Agent will reply and work with you via messaging there

For now, if you want to save your 100 minutes, you might want to use VoIP app to make the call instead. Download TextNow, pick a Canadian phone number and you can call US and Canada , including 1-800 numbers , for free

Re: Calling 1800 numbers

esjliv — Sat, 01 Jan 2022 20:44:12 GMT

@tanyaroswyn wrote:
I have 100 minutes Canada-wide calling. Why does it use up minutes on my plan when I call a 1800 toll free number? The receiver is paying for the call, not me as the sender.

@tanyaroswyn

I would be very curious to know if you are seeing the reduction in your Plan 100 outgoing Minutes in your Overview.

Did you happen to check out your total minutes remaining before you made the call, then again after you finished the call in the area below?

Yes, the call will be logged in the Detail Usage area; but, can you confirm this for us and other customers?

If it did deduct from the overview area, can you share the first 7 digits of the number, like 800-1234, or 855-1234, etc?

Inquiring minds want to know. 🙂

Re: Calling 1800 numbers

popping — Sat, 01 Jan 2022 21:18:53 GMT

@tanyaroswyn

I checked it again, just in case PM had changed the charge, before my reply

I made a toll free call to my bank for 48 seconds. The minutes usage on my overview page after login did not change. I look into the usage history. It recorded I called a toll free number and with $0 charge for that call on the last column.

Agree with you on the receiver pay for the long distance charge. But lot of mobile providers still charge the air time for the call and no long distance charge. After I switched to PM, I did checked and confirmed that there is no minute charge for calling and receiving toll free number call because I have an old plan with only 50 minutes for in and out calls. I was cut off while I was on a toll free call. The CSR called me back with a toll free number and I was not charged for answering the second conversation.

Re: Calling 1800 numbers

tanyaroswyn — Sat, 01 Jan 2022 21:52:40 GMT

I think so, it says I only have 3 minutes left but I just added up all my outgoing calls and I only count that I’ve used about 65 mins total, including toll free numbers. I’m not sure what calls to voicemail show up as though but I can’t see it being 30 minutes worth.

Re: Calling 1800 numbers

popping — Sat, 01 Jan 2022 22:02:29 GMT

@tanyaroswyn wrote:
I think so, it says I only have 3 minutes left but I just added up all my outgoing calls and I only count that I’ve used about 65 mins total, including toll free numbers. I’m not sure what calls to voicemail show up as though but I can’t see it being 30 minutes worth.

What is your plan details?

You may have an old $15 plan with 100 minutes for calling in and out - without free incoming calls..

If yes, you can schedule plan change to the new $15 plan with free incoming minutes on your next renewal date.

Re: Calling 1800 numbers

softech — Sat, 01 Jan 2022 21:59:43 GMT

@tanyaroswyn wrote:
I think so, it says I only have 3 minutes left but I just added up all my outgoing calls and I only count that I’ve used about 65 mins total, including toll free numbers. I’m not sure what calls to voicemail show up as though but I can’t see it being 30 minutes worth.

@tanyaroswyn did you round up the minute to the next minute? a 2:01 calls will be counted as 3 minutes and not 2

outgoing minutes to (xxx) 580-4001 are voicemail call, they are counted towards your minute as well

also, please go through all pages within the 30 days cycle, don't trust the Sorting. The sort seems work but it is not. So, really go through each page to count them all

Re: Calling 1800 numbers

tanyaroswyn — Sat, 01 Jan 2022 22:03:23 GMT

Hmm I didn’t check the overview page, it was just looking on the usage page and I can’t see how I’ve used up 97 minutes of my 100. Assuming it rolls from my anniversary date? Ie the date I signed up on…I’m counting from the 11th each month.

I’ve called several 1800 or 1877 numbers such as 1800-4317….

Re: Calling 1800 numbers

tanyaroswyn — Sat, 01 Jan 2022 22:04:30 GMT

I’ll check that with the next call, thx

Re: Calling 1800 numbers

esjliv — Sat, 01 Jan 2022 22:06:59 GMT

@tanyaroswyn wrote:
Hmm I didn’t check the overview page, it was just looking on the usage page and I can’t see how I’ve used up 97 minutes of my 100. Assuming it rolls from my anniversary date? Ie the date I signed up on…I’m counting from the 11th each month.

I’ve called several 1800 or 1877 numbers such as 1800-4317….

@tanyaroswyn - oh yeah, going by the detail usage will be tough to calculate accurately.

Definitely go by the Overview, it is the most live usage of minutes and data.

FOR DATA tracking help...

Install an app to track your ‘live’ usage so you can keep track.

Public Mobile are 30 day plans (not monthly).

If you are android, try this one:

Data Witness app: https://play.google.com/store/apps/detailsid=com.iwik.datawitnesspm&hl=en_CA&gl=US

I use this one myself and it gives me what I need from it.

You could also check out Data counter widget: https://play.google.com/store/apps/details?id=com.roysolberg.android.datacounter&hl=en_CA&gl=US

If you are an Apple user, I am sure there is a 30-day app that is available as well.

Re: Calling 1800 numbers

Dunkman — Sat, 01 Jan 2022 22:15:49 GMT

It has been a glitch that toll free numbers don't count as minutes. A beneficial one for the customers who are on the limited talk plans. The free part is the long distance. Theoretically, it should still be counted as outgoing minutes. Public mobile might be closing the loophole or some toll free numbers are being counted.

Re: Calling 1800 numbers

tanyaroswyn — Sat, 01 Jan 2022 22:16:38 GMT

I have the newer plan with the free incoming calls.

Re: Calling 1800 numbers

tanyaroswyn — Sat, 01 Jan 2022 22:25:44 GMT

Ah, i didn’t know that about the rounding up. But every rounding up and counting the voicemail calls it’s nowhere near 97 minutes. 🤷🏽‍♀️

Re: Calling 1800 numbers

esjliv — Sat, 01 Jan 2022 22:34:28 GMT

@tanyaroswyn wrote:
Ah, i didn’t know that about the rounding up. But every rounding up and counting the voicemail calls it’s nowhere near 97 minutes. 🤷🏽‍♀️

@tanyaroswyn - but, how do you know you used 97 minutes, if you said you didn't check the Overview page (as mentioned in early post?).

Can you give a screenshot of your Overview section, like I did of mine above?

Re: Calling 1800 numbers

Anonymous — Sat, 01 Jan 2022 22:34:28 GMT

@tanyaroswyn

Calls to voicemail will deduct from in-plan minutes.

Re: Calling 1800 numbers

tanyaroswyn — Sat, 01 Jan 2022 22:34:53 GMT

Ah ok, thanks. I’ve sent a message to customer service to find out. But I still don’t see as many minutes as they say I’ve used even with rounding up and counting the toll free numbers. Hopefully they will be able to clarify for my!

Re: Calling 1800 numbers

tanyaroswyn — Sat, 01 Jan 2022 22:35:49 GMT

Because it shows on the overview page. I meant I hadn’t been looking to see if that changed after I made a 1800 call out.

Re: Calling 1800 numbers

esjliv — Sat, 01 Jan 2022 22:37:38 GMT

@tanyaroswyn - fyi, if would like to direct your message to a particular post or member, you can enter " @ " symbol to populate members currently involved in the thread, or tag anyone if you know their username.

Then we know who you are 'speaking' to. 🙂

Re: Calling 1800 numbers

darlicious — Sat, 01 Jan 2022 22:44:13 GMT

@tanyaroswyn

Keep in mind that when a call connects the timer actually starts after dialing to include the ring time. So the first minute will tick over at 53 seconds rather than at 1 min (60 seconds.)