topic Re: no service for plan I pay for. in Get Support

no service for plan I pay for.

Areyoustupid — Sun, 10 Apr 2022 18:52:34 GMT

I have checked my talk usage plan of 100 minutes and have no minutes used but yet when I try to call, it says I have no more minutes left.

This support really sucks. Where is the human to human contact.

Re: no service for plan I pay for.

HALIMACS — Sun, 10 Apr 2022 18:56:44 GMT

@Areyoustupid

Try rebooting device, also using 1 + area code when calling.

Also, can you screenshot this for us (ensuring any personal info not in frame):

Re: no service for plan I pay for.

JK8 — Sun, 10 Apr 2022 19:00:23 GMT

@Areyoustupid

There is no direct phone number to call for support. Support is all online via this community and if we cannot assist you, then you can always contact a Customer Support Agent.

Edit: link for CSA

https://www.publicmobile.ca/en/bc/get-help/articles?category=customer-support&subcategory=contact-a-customer-support-agent

Re: no service for plan I pay for.

hTideGnow — Sun, 10 Apr 2022 19:02:25 GMT

Hi @Areyoustupid try reboot the phone one. This glitch happens a little but a reboot usually fixes the issue. Also, try to put a 1 in front of the 10 digits you are calling

Re: no service for plan I pay for.

esjliv — Sun, 10 Apr 2022 19:12:22 GMT

@Areyoustupid - as long as the call completes, and you are showing minutes left in your plan, you can safely ignore that message.

If the call does not complete after a restart of your phone, then try toggling into airplane mode, then back into regular mode again.

You may also perform a reset of your network settings on your device, to see if that helps.

Re: no service for plan I pay for.

Areyoustupid — Sun, 10 Apr 2022 19:20:38 GMT

nope same issue

Re: no service for plan I pay for.

Areyoustupid — Sun, 10 Apr 2022 19:21:06 GMT

same issue

Re: no service for plan I pay for.

JK8 — Sun, 10 Apr 2022 19:23:44 GMT

@Areyoustupid

Contact a CSA.

You can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work.

Re: no service for plan I pay for.

jhol — Sun, 10 Apr 2022 19:32:46 GMT

There's been some other reports of service interruptions today, is there any chance that you're still able to receive/send text messages still?

Re: no service for plan I pay for.

Areyoustupid — Sun, 10 Apr 2022 19:36:30 GMT

I have no problems with text messages

Re: no service for plan I pay for.

hTideGnow — Sun, 10 Apr 2022 19:40:55 GMT

Hi @Areyoustupid try to change your Network type to 3G ONLY , maybe it will work

Re: no service for plan I pay for.

Areyoustupid — Sun, 10 Apr 2022 19:46:02 GMT

nope no option to change to 3G

Re: no service for plan I pay for.

esjliv — Sun, 10 Apr 2022 19:48:30 GMT

@Areyoustupid - have you ever been able to make calls?

The Mobile Connections in your phone could be listed as WCDMA (rather than 3G) do you see this in your settings?

Re: no service for plan I pay for.

Areyoustupid — Sun, 10 Apr 2022 19:51:40 GMT

I have been able to call before

Re: no service for plan I pay for.

esjliv — Sun, 10 Apr 2022 19:56:00 GMT

@Areyoustupid wrote:
I have been able to call before

@Areyoustupid - are you able to share what it shows in your overview section of your self serve account, similar to what @HALIMACS posted above?

If you Plan Minute line item is not listed then that normally means you have used up your 100 outgoing minutes. Note, checking your voicemail from your device also used your outgoing plan minutes. So check voicemail from another phone and call your phone to avoid this.

Also, check for outages in your area:

https://istheservicedowncanada.com/status/telus

https://www.telus.com/en/on/outages

https://downdetector.ca/status/telus/map/

If no outages reported in your area, and your minute line is showing in your self serve, then submit a ticket with CSA by either method provided by @JK8 . You just need to select the link, inside the link to see the methods.

Re: no service for plan I pay for.

Areyoustupid — Sun, 10 Apr 2022 20:00:36 GMT

It is not listed and yes I know it states if not listed that it has been all used up. But I only used 4min and 54 secs in the last 41 days. Voicemail is completely empty. I rarely use voice mail. There was an outage about 2hrs ago. No internet but it came back and eveything seems to be normal. This problem started to appear before the outage..

Re: no service for plan I pay for.

dabr — Sun, 10 Apr 2022 20:03:19 GMT

@Areyoustupid So just to clarify, you know that all minutes are rounded up so a call lasting 1 min 10 secs would deduct 2 mins from your available mins?

Re: no service for plan I pay for.

Areyoustupid — Sun, 10 Apr 2022 20:04:39 GMT

well my 4min and 65 secs do not round up to 100 mins used..!!!

Re: no service for plan I pay for.

dabr — Sun, 10 Apr 2022 20:08:00 GMT

@Areyoustupid wrote:
well my 4min and 65 secs do not round up to 100 mins used..!!!

@Areyoustupid Agreed, but it's quite easy to use up the 100 mins with all the seconds being rounded up plus the same with voicemail retrieval. If rebooting hasn't helped, try powering off and removing the SIM and after a couple of minutes reinsert and reboot.

Re: no service for plan I pay for.

hTideGnow — Fri, 17 Feb 2023 14:21:31 GMT

Hi @Areyoustupid did you check each page in your Usage log and look for lines with outgoing calls? Not sure how you come up with 4 min and 65 sec, probably it is time to open ticket with PM CS Agent

Please open ticket with PM CS Agent to sort that out. open a ticket with Chatbot at: https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

type: Contact CS Agent
Click "Contact Us"
Click "Other"
Click "Click here to submit a ticket"
you will then direct to another page to open ticket.

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

If you have problems submitting a ticket, you can also send a private message to the moderators (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437