topic Re: Can't Call Out Any More -- Help Needed for MEDICAL CALLS !!! in Get Support

Can't Call Out Any More -- Help Needed for MEDICAL CALLS !!!

sharonboutilier — Thu, 06 Jan 2022 07:04:48 GMT

Hi. Please help ASAP

This phone is needed for Medical Calls.

Been using the service for a long time, nothing has changed.

Whenever a call is made (just local) a voice comes on and say,

"Sorry can't complete the call - You do not have a long distance plan. Dial *611 to add a plan to your service."

I checked and calls can come in.

I don't have text, just talk, flip phone. And I noticed when Public Mobile, etc... tries to send a text message, now it Fails... It used to receive them but said can not read. Now it's Failed.

PLEASE, this phone is needed ASAP.

Powered Down, Removed Battery and SIm, reinstalled, tried again. Nothing.

Once, the message came on and after it, it dialed, but only once.

I am paid up and on autopay, so it's not a money issue either.

Please ASAP.

Re: Can't Call Out Any More -- Help Needed for MEDICAL CALLS !!!

Anonymous — Tue, 09 Feb 2021 23:27:58 GMT

@sharonboutilier : Are you on a provincial plan? Or are you on a limited minute plan?

Re: Can't Call Out Any More -- Help Needed for MEDICAL CALLS !!!

sharonboutilier — Tue, 09 Feb 2021 23:41:18 GMT

Unlimited Provinical for $20

Re: Can't Call Out Any More -- Help Needed for MEDICAL CALLS !!!

sharonboutilier — Tue, 09 Feb 2021 23:43:08 GMT

I checked about changing plan as it seems by other people, this is a scam to make you need to update your plan.

Problem is there is nothing similar. I ONLY use talk, no text, no data. I'm older and just need a phone line.

Re: Can't Call Out Any More -- Help Needed for MEDICAL CALLS !!!

esjliv — Thu, 20 May 2021 02:41:43 GMT

Hello @sharonboutilier ,

It sounds like you have done some trouble shooting.

What does you SELF SERVE account status say? IS it active?

Check the 4-digits of your SIM match the 4-digits listed on your SELF SERVE account, found here, under "Change Sim Card":

If the 4-digts DO NOT match, then it appears someone has been fraudulent (SIM-jacked) on your account.

Change passwords and security questions to your SELF SERVE account right away, and check your financials.

Log into your Self-Serve account
Go to Plan and Add-Ons > Lost/Stolen Phone
Select Suspend Service

Let the moderators know about this as well, submit a ticket here – to be connected to the Fraud Management Moderator team who will be able to restore your original SIM card.

Also recommended to contact your financial institutions to ensure your banking and credit card accounts have not been accessed and checking your social media accounts for any suspicious

IF YOUR SIM #'s do match GREAT!

Contact mods to check on your account.

To contact the Public Mobile Moderator_Team, there are two ways to reach them:

1 - Click the bubble comment circle on the bottom right hand side of your screen, or use this link to: Get Help With SIMon the Public Mobile chatbot

2 - Use this link to:

Private Message to Public Mobile Moderators (PM Customer Service Representatives)

Re: Can't Call Out Any More -- Help Needed for MEDICAL CALLS !!!

Anonymous — Tue, 09 Feb 2021 23:44:56 GMT

@sharonboutilier : Right. In another thread, a customer went through the moderators to change their plan to a roughly equal cost plan with more features and also got credited back some value of the previous plan which is off-policy which was very nice.

You could do your own immediate plan change to another plan. Or you could buy the $5 Canada long distance add-on and see if that works until your next renewal. Doing that you can change your plan for the renewal rather than immediate.

The cause of all this seems to be some system bug that has risen up for provincial plan holders. At least that's my theory.

Edit: I understand you only need talk but you could probably end up actually paying less for talk plus some features that you don't or won't use. But still paying less.

Re: Can't Call Out Any More -- Help Needed for MEDICAL CALLS !!!

sharonboutilier — Tue, 09 Feb 2021 23:49:02 GMT

Everything checks out with my phone, the sim, account Active.

There are no plans that just let me talk unlimited in my province. Right now I can not call another phone within my own house.

The only other plan is $5 more for Canadawide and text/data. AND public mobile JUST took payment from my credit card, so I would lose a month changing.

The Chat Bot will not work for me.

Re: Can't Call Out Any More -- Help Needed for MEDICAL CALLS !!!

esjliv — Tue, 09 Feb 2021 23:52:32 GMT

Hi @sharonboutilier ,

Try this link for private message to MODS:

Private Message to Public Mobile Moderators (PM Customer Service Representatives)

Re: Can't Call Out Any More -- Help Needed for MEDICAL CALLS !!!

Anonymous — Tue, 09 Feb 2021 23:53:44 GMT

@sharonboutilier : Then all you can do is continue to muddle through that stupid chatbot to get to a ticket submission form. I know it sucks. I highly doubt it's a scam. It's some kind of bug. I don't know. I don't have anything official. But I would like to suggest you buy the $5 add-on and see if you can get some calling back. Or didn't you pick up the free gifts through the last couple Xmas seasons?

Re: Can't Call Out Any More -- Help Needed for MEDICAL CALLS !!!

sharonboutilier — Tue, 09 Feb 2021 23:55:09 GMT

I dont know what you mean, Free Gifts?

$5 Add on?

I'm making this post for my mother.

I signed her up to this darn account thinking it would be ok because I used it with all the bells and whistles (even though it sometimes glitches with no long distance but clears up for me).

I don't come on this board unless there is a problem.

This is a big one.

Re: Can't Call Out Any More -- Help Needed for MEDICAL CALLS !!!

sharonboutilier — Tue, 09 Feb 2021 23:55:57 GMT

I did just manage to email a mod, so, all she can do now is wait.

She is very much not happy.

Re: Can't Call Out Any More -- Help Needed for MEDICAL CALLS !!!

Anonymous — Tue, 09 Feb 2021 23:59:25 GMT

@sharonboutilier : Agreed. It seems to be becoming a huge problem with those still having provincial calling.

Ok. So since it's not your account I understand why you wouldn't know about some freebies the company gave out to existing customers over the last couple Xmas's.

The $5 add-on is available in the self-serve under the Purchase Add-ons button lower-ish middle. You would need to pay in some money from either of the methods available and then buy the add-on.

But in this meantime you need to contact the moderators. You'll need to know all the verification of the account holder and then just look like you're them.

Re: Can't Call Out Any More -- Help Needed for MEDICAL CALLS !!!

darlicious — Wed, 10 Feb 2021 00:45:53 GMT

@sharonboutilier

I don't think the add on is going to help the moderators need to reset your account and hsve the tech team look jnto the issue. Heres the info you need for private messsging the moderators....

Edit: Correction....in fact @Anonymous is correct the $5/500min would fix the issue in the meantime until pm fixes the real problem causing the glitch.

Contact the moderators by sending a private message and leave a detailed message explaining your issue and the info to verify your account by including the following information:

Full name and address on account.
Email, phone # and pin #.

If you cannot remember your pin # include at least three of the following:

Date of birth
Last payment, date, amount, type and last 4 digits.
Alternate phone number if any.
Security question and answer.
Plan amount, any add ons or promos on account.
Last 4 digits of sim card.
Any rewards in your account.
Autopay y/n?

The average wait time is 2 to 4 hours during working hours but with non urgent issues be prepared to wait up to 48 hours. Wait times seem to have improved and are (hopefully) back down to a few hours....

Keep an eye on your private message box (the envelope icon) next to your avatar at the top right corner of your screen for a little bubble to pop up indicating a message from the moderators. Responding promptly will speed up service times.

To send a private message to the moderators click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Can't Call Out Any More -- Help Needed for MEDICAL CALLS !!!

Anonymous — Wed, 10 Feb 2021 00:31:14 GMT

@darlicious : How do you come by thinking the add-on won't work? I think it's worth the try as it adds some form of outgoing calling to the account. It may work. It may not work. But I'm not asserting either way unlike your thinking it won't.

Re: Can't Call Out Any More -- Help Needed for MEDICAL CALLS !!!

HALIMACS — Wed, 10 Feb 2021 00:35:35 GMT

Not that this makes your situation better, @sharonboutilier , but at least 911 can be called from anywhere in Canada, with or without service AND with or without a SIM card.

There's at least something to be comforted by.... i guess.

Re: Can't Call Out Any More -- Help Needed for MEDICAL CALLS !!!

darlicious — Wed, 10 Feb 2021 00:49:14 GMT

@Anonymous

Actually you are correct as I did a little more research on the issue and found the following thread which is probably an old glitch that has reared its ugly head again.

@sharonboutilier

Purchase the $5/500min add on then ask the moderators for a credit until pm fixes the issue.

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

Re: Can't Call Out Any More -- Help Needed for MEDICAL CALLS !!!

darlicious — Wed, 10 Feb 2021 00:48:41 GMT

@Catherine_T @Alan_K

Seems this is an old glitch that has reoccurred are you going to offer an add on as before to affected customers until it is fixed? Please see the link in my previous post.

Re: Can't Call Out Any More -- Help Needed for MEDICAL CALLS !!!

Anonymous — Wed, 10 Feb 2021 00:51:35 GMT

The OP of this thread not so much but some may indeed find that the quick fix to regain calling is to do an immediate plan change to an actually more economical plan. Another thread said they got credited the remaining prepaid amount even.

Re: Can't Call Out Any More -- Help Needed for MEDICAL CALLS !!!

kselmak — Wed, 10 Feb 2021 01:13:47 GMT

@sharonboutilier

If you like your plan don't give it up yet

If you have access to WiFi you can use Fongo for free from your smartphone

If you don't have smartphone you can use TextNow from any browser

Both will give you free second number and unlimited calls to Canada

Both are great second service and fallback for any cell provider

This is just until you have your calls resolved with moderators

I would suggest fongo as you can forward for free calls from fongo to your cellphone once your service is back

Re: Can't Call Out Any More -- Help Needed for MEDICAL CALLS !!!

sharonboutilier — Wed, 10 Feb 2021 01:16:07 GMT

Fraid nothing like that is used.

This is a flip phone. There's no computer use, no text or anything.

Just open phone and talk.