topic Re: Calls within province are using Canada-Wide minutes instead of Province-Wide in Get Support

Calls within province are using Canada-Wide minutes instead of Province-Wide

lunaus — Thu, 06 Jan 2022 06:42:31 GMT

I'm in area code ###. I've noticed that my outgoing calls from #### to #### are using up my Canada-Wide minutes. Shouldn't this call be using Province-Wide minutes?

edit: numbers redacted

Re: Calls within province are using Canada-Wide minutes instead of Province-Wide

Anonymous — Thu, 08 Apr 2021 19:58:12 GMT

@lunaus : Which plan are you on? Maybe you've used up limited minutes.

Re: Calls within province are using Canada-Wide minutes instead of Province-Wide

lunaus — Thu, 08 Apr 2021 20:03:42 GMT

I have the $15 plan which comes with 100 minutes of Province-Wide Talk and have also purchased the 500 minutes of Canada-Wide Long Distance add-on. I have more than enough Province-Wide minutes left to cover the calls.

Re: Calls within province are using Canada-Wide minutes instead of Province-Wide

Anonymous — Thu, 08 Apr 2021 20:05:55 GMT

@lunaus : Then you'll need to contact the moderators. This plan and the provincial plans in general have had a really lousy roll-out. If you have a line in your overview showing 100 minutes then this should not take from the add-on.

Re: Calls within province are using Canada-Wide minutes instead of Province-Wide

dabr — Thu, 08 Apr 2021 20:09:14 GMT

@lunaus wrote:
I have the $15 plan which comes with 100 minutes of Province-Wide Talk and have also purchased the 500 minutes of Canada-Wide Long Distance add-on. I have more than enough Province-Wide minutes left to cover the calls.

@lunaus A reminder that minutes get rounded up to nearest mins and retrieving voicemail messages will also use up your 100 mins and get rounded up to the nearest min, so it's fairly easy to use up those plan mins.

Log into your account and halfway down the overview page if you don't see the line for your plan mins it means you've already used up your available mins. But you have your back up mins (500) just for these instances.

Re: Calls within province are using Canada-Wide minutes instead of Province-Wide

lunaus — Thu, 08 Apr 2021 20:16:54 GMT

This is what I see:

Name	Voice Limit	# of Minutes Used	Remaining Minutes	Status
100 Minutes Province-Wide Talk	100	2	98	Active
500 min Canada-Wide Long Distance	500	55	445	Active

Those ~55 minutes used of Canada-Wide should have been Province-Wide.

Re: Calls within province are using Canada-Wide minutes instead of Province-Wide

Anonymous — Thu, 08 Apr 2021 20:22:10 GMT

@lunaus : The front page overview is better. If the 100 minutes aren't there then they've been used. But it looks like it would say 2 / 100. Is there any chance the other number is a newer-ish prefix?

Re: Calls within province are using Canada-Wide minutes instead of Province-Wide

RosieR — Thu, 08 Apr 2021 20:23:47 GMT

@lunaus wrote:
I have the $15 plan which comes with 100 minutes of Province-Wide Talk and have also purchased the 500 minutes of Canada-Wide Long Distance add-on. I have more than enough Province-Wide minutes left to cover the calls.

ooops too late.

Contact the moderators to fix this for you.

RosieR

Re: Calls within province are using Canada-Wide minutes instead of Province-Wide

dabr — Thu, 08 Apr 2021 20:23:32 GMT

@lunaus wrote:
This is what I see:

Name Voice Limit # of Minutes Used Remaining Minutes Status
100 Minutes Province-Wide Talk 100 2 98 Active
500 min Canada-Wide Long Distance 500 55 445 Active

Those ~55 minutes used of Canada-Wide should have been Province-Wide.

@lunaus It certainly looks like you have more than enough provincial mins available still. You should contact moderators and ask them why local calls are using up your add-ons if you're still calling provincial numbers.

To submit a ticket to moderators via chatbot and follow prompts here: https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Second option if unable to submit a ticket is to private message Moderator_Team here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Calls within province are using Canada-Wide minutes instead of Province-Wide

lunaus — Thu, 08 Apr 2021 20:26:56 GMT

I have the same numbers on the overview page:

100 Minutes Province-Wide Talk	2 / 100 MIN
500 min Canada-Wide Long Distance	55 / 500 MIN

The other number has been active for ~25 years. No idea how long the prefix itself has been around.

Re: Calls within province are using Canada-Wide minutes instead of Province-Wide

dabr — Thu, 08 Apr 2021 20:37:04 GMT

@lunaus Have you been able to call those numbers before without any being deducted from your 500 mins add-on?

I know this latest version of the $15 plan maybe causing some unintended issues since PM made the change from it being Canada wide calling, so maybe moderators will be able to take a look at your account and see what's going on. We don't have access to your account as everyone responding here is a fellow customer.

Re: Calls within province are using Canada-Wide minutes instead of Province-Wide

lunaus — Thu, 08 Apr 2021 20:45:51 GMT

I've only been with PM for 2 months. It looks like all my calls to that number during this time have used my Canada-Wide minutes.

Anyway, I've sent a message to the moderators. Maybe they can give some insight. Thanks for taking the time to help.

Re: Calls within province are using Canada-Wide minutes instead of Province-Wide

Anonymous — Thu, 08 Apr 2021 20:51:53 GMT

@lunaus : not insight...FIX it. I'm sure they will but this has been a bit of a problem for customers since the new provincial plans came out. Very poor execution on their part.

Re: Calls within province are using Canada-Wide minutes instead of Province-Wide

Anonymous — Thu, 08 Apr 2021 21:49:41 GMT

@lunaus - Any chance you are near a provincial border? Your actual area code/number doesn't matter if you are in another province - or the network thinks you are in another province.

Just a thought...

Re: Calls within province are using Canada-Wide minutes instead of Province-Wide

dabr — Fri, 09 Apr 2021 18:04:24 GMT

@lunaus wrote:
I've only been with PM for 2 months. It looks like all my calls to that number during this time have used my Canada-Wide minutes.

Anyway, I've sent a message to the moderators. Maybe they can give some insight. Thanks for taking the time to help.

@lunaus In case you've missed the update from PM today, you may also want to schedule a plan change (change on next renewal date option) to the new (previous) version of the $15 as Canada wide calling has been restored for all plans. Here's the link: https://productioncommunity.publicmobile.ca/t5/Announcements/UPDATE-Changes-to-Our-In-Market-Plans/td-p/674767/jump-to/first-unread-message

Of course, PM should still restore the missing minutes (or give account credit) for the loss of minutes that seemed to be deducted erroneously from your 500 mins add-on.

Re: Calls within province are using Canada-Wide minutes instead of Province-Wide

Korth — Sun, 18 Apr 2021 23:37:07 GMT

@lunaus

The above advice from @dabr is good ... login Self-Serve and "change plan at renewal" to the Canada-wide version of the $15 plan.

You may or may not get any sort of adjustment/replacement from the PM Mods for minutes you've already "used", but you can prevent this from ever being an issue again moving forward.

Re: Calls within province are using Canada-Wide minutes instead of Province-Wide

Nezgar — Mon, 19 Apr 2021 03:55:24 GMT

@Anonymous wrote:
@lunaus - Any chance you are near a provincial border? Your actual area code/number doesn't matter if you are in another province - or the network thinks you are in another province.

I'm wondering same... Your own phone number doesn't matter for outgoing calls, just where you are -- or more specifically which tower you're on. I could have an NL number, but if I'm physically in BC, my province wide calling would apply to BC. I'm also curious which province @lunaus is physically in right now, or close to a provincial border.... Regardless -- switch to the Canada-wide plan as other have mentioned. 😉

Re: Calls within province are using Canada-Wide minutes instead of Province-Wide

darlicious — Thu, 29 Apr 2021 05:37:41 GMT

@Nezgar

When I was visiting my parents in Antigonish Nova Scotia the cottage they rented while they were building their house had hardly any cell coverage. If and when I could pick up a telus signal when the wind blew the right way it would connect to a cell tower in PEI!