topic Re: cannot make phone calls in Get Support

cannot make phone calls

mommajoyce — Thu, 06 Jan 2022 07:03:56 GMT

Suddenly today I cannot make phone calls...i can recieve and send and recieve msgs but no outgoing calls.

tells me to add a long distance addon even though i am calling provincially as usual.

tried my sim card in another phone and same issue there so its with my account not the phone. any help please? been dealin with this all day

Re: cannot make phone calls

JK8 — Mon, 08 Feb 2021 21:05:05 GMT

@mommajoyce wrote:
Suddenly today I cannot make phone calls...i can recieve and send and recieve msgs but no outgoing calls.
tells me to add a long distance addon even though i am calling provincially as usual.
tried my sim card in another phone and same issue there so its with my account not the phone. any help please? been dealin with this all day

Can you log into self service and see what your account status is? Is it Active?

Even though your messages work you might be doing that over wifi.

Re: cannot make phone calls

TheGx — Mon, 08 Feb 2021 21:05:41 GMT

@mommajoyce :Can you start by telling us what plan you are on and also login to your self serve tell us if anything wrong show up there?

Re: cannot make phone calls

Triguy — Mon, 08 Feb 2021 21:11:51 GMT

Do you have limited or unlimited minutes ? If you have limited then check your account if no minutes appear then it means you have used them up. You can purchase an add-on for $5/500 minutes which will remain in your account until they are used up.

Try dialing 1 in front of the area code.

Re: cannot make phone calls

mommajoyce — Mon, 08 Feb 2021 21:08:19 GMT

self serve is all ok. paid in full no changes there for months.

it wants me to call 611 and add on long distance addon for my local calls.

Re: cannot make phone calls

mommajoyce — Mon, 08 Feb 2021 21:08:51 GMT

unltd provincial calling

unltd international texting

Re: cannot make phone calls

JK8 — Mon, 08 Feb 2021 21:12:15 GMT

@mommajoyce wrote:
self serve is all ok. paid in full no changes there for months.
it wants me to call 611 and add on long distance addon for my local calls.

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

Re: cannot make phone calls

mommajoyce — Mon, 08 Feb 2021 21:17:05 GMT

my phone always has a 1 in front of all numbers

its something from within my account somewheres. like i said it follows to my husbands phone. we both have had public mobile a long time. my self serve account is 100% fine. I am not calling long distance but the system thinks i sure am

Re: cannot make phone calls

JK8 — Mon, 08 Feb 2021 21:17:47 GMT

@mommajoyce wrote:
my phone always has a 1 in front of all numbers
its something from within my account somewheres. like i said it follows to my husbands phone. we both have had public mobile a long time. my self serve account is 100% fine. I am not calling long distance but the system thinks i sure am

Can you receive calls?

Re: cannot make phone calls

kb_mv — Mon, 08 Feb 2021 21:18:52 GMT

@mommajoyce I think you will need to contact a moderator.

How to Open a Ticket / Contact Moderators

1. Click Chat Bubble and type "Open Ticket"

2. Click "Contact PM Support"

3. Select "Account Specific Question"

4. Click "No, I Need A Human Now"

5. Select the link "Click Here To Submit A Ticket"

6. This opens a new window. Log in with Community Account NOT your self serve. Follow prompts.

Re: cannot make phone calls

mommajoyce — Mon, 08 Feb 2021 21:18:56 GMT

sure can! can send and recieve txt msgs and calls come in. just cannot make a phone call to any numbers at all. it is trying to force a long distance addon!!

Re: cannot make phone calls

JK8 — Mon, 08 Feb 2021 21:20:58 GMT

@mommajoyce

Try the following:

Reboot phone
Reset network settings
Put in airplane mode, take off and reboot
Take sim card out for a few minutes. Put back in and reboot.

If still no luck contact a moderator:

Here’s how to contact the Moderator Team (Public Mobile representative) for assistance:

(second option below is the easiest)

Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click here to get started.
Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

Re: cannot make phone calls

Anonymous — Mon, 08 Feb 2021 21:22:39 GMT

Something might have crawled out of the wood work with the old provincial calling. There was someone with the same problem earlier. Not sure there was a resolution there yet.

Re: cannot make phone calls

mommajoyce — Mon, 08 Feb 2021 21:20:17 GMT

i did that a couple hours ago, no help yet so i came here. i have taken the sim out , restarted both phones. the issue follows my simcard

Re: cannot make phone calls

mommajoyce — Mon, 08 Feb 2021 21:21:45 GMT

I have a feeling it is going to come down to an issue with the provincial calling addon as well ... public mobile side

Re: cannot make phone calls

JK8 — Mon, 08 Feb 2021 21:21:51 GMT

@mommajoyce wrote:
i did that a couple hours ago, no help yet so i came here. i have taken the sim out , restarted both phones. the issue follows my simcard

Try contacting a moderator with the options posted above.

Re: cannot make phone calls

darlicious — Mon, 08 Feb 2021 21:24:31 GMT

@mommajoyce

The moderators probably need to reprovision your sim card. I wouldn't recommend doing this yourself via lost/stolen because the glitch is back causing your rewards to not apply upon renewal. if you don't mind waiting for the mods then I would do that.

Re: cannot make phone calls

darlicious — Mon, 08 Feb 2021 21:28:26 GMT

@kb_mv

I think the OP has already done that.

@mommajoyce

Moderator response time has been pretty fast today. Did you contact them via private message? Simple simon gets priority these days.

Re: cannot make phone calls

mommajoyce — Mon, 08 Feb 2021 21:28:50 GMT

waiting for mod team to get back to me with help

Re: cannot make phone calls

darlicious — Thu, 11 Feb 2021 11:11:08 GMT

@mommajoyce

Seems an old bug has returned to users with provincial calling plans. The temporary fix pm used in the past was to add a complimentary Canada wide long distance add on. You can ask the moderators to add the $5/500min for free....it should be granted without hassle. For anyone who cannot wait for a moderator can purchase the add on and ask for a credit once they have submitted a support ticket. There had been no official response to this "bug" as of yet. See below for more background on this issue.

https://productioncommunity.publicmobile.ca/t5/Announcements/RESOLVED-Select-customers-on-Province-wide-talk-plans/m-p/340724