topic Re: Missing minutes in Get Support

Missing minutes

hamiltoncanada — Thu, 28 Apr 2022 21:31:56 GMT

We've used 38 min. of our 100 minutes for the month. The system says your out of minutes and we can't make a call, not very good!

Re: Missing minutes

Yummy — Thu, 28 Apr 2022 21:38:36 GMT

How do you know if you used exactly 38 minutes?

What your account says? No minutes at all?

PM rounds up to full minute so even if you used 5 sec. it will be 1 min.

Re: Missing minutes

darlicious — Thu, 28 Apr 2022 21:41:09 GMT

@hamiltoncanada

Outgoing minutes are rounded up to the nearest minute. Calls to voicemail from your phone also count towards outgoing minutes. To supplement your plan minutes make a one time purchase of the $5/500min add on. (Load $5 onto your balance first then confirm and submit payment.) The add on does not expire and will supplement your plan minutes rolling over every 30 days until completely consumed.

To contact customer support click below:

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

To pre-verify your account include in your private messaging only your full name, address, email, phone # and 4 digit acct pin #.

Re: Missing minutes

JL9 — Thu, 28 Apr 2022 21:54:22 GMT

Most ppl who experience this are dinged by the rounding up. So if you made a 10 min call and then 10 five second calls its 20 mins (not 10 mins 50 sec) so if you got to their voicemail etc, even if you a hang up after a second that is a minute right there.

Re: Missing minutes

JL9 — Thu, 28 Apr 2022 21:55:06 GMT

Kind of BS for sure, but that isn't a PM thing that is Telecom thing the world over for the most part

Re: Missing minutes

popping — Thu, 28 Apr 2022 22:04:38 GMT

@hamiltoncanada

Check the minutes usage line on your overview page after login.

I have the same $15 plan with 100 outgoing minutes.

My plan usage line is shown below. I used 77 minutes since m renewal.

100 Minutes Canada-Wide Talk

77 / 100 MIN

If you do not see this usage line, you had used all your plan minutes for the current cycle.

As other member pointed out that calling your voice mail from your phone will count as your outgoing minutes.

PM Canada wide minutes add-on is $5 500minutes. It is cheap at 1 cent / m. We are paying calling card rate without dialing a long string of numbers.

Pro Tip:

PM does not count the outgoing minutes if you are calling a toll free number. If I expect to be put on hold for a long time, I will find the toll free number for that company.

Re: Missing minutes

hamiltoncanada — Thu, 28 Apr 2022 22:33:24 GMT

I added the full minutes up to 38. The partial minutes, when rounded up add up to 21 for a total of 59. I should have 41 min. to go. I'm guessing this includes calls to voice mail.

Re: Missing minutes

hamiltoncanada — Thu, 28 Apr 2022 22:39:01 GMT

I added the full minutes up to 38. The partial minutes, when rounded up add up to 21 for a total of 59. I should have 41 min. to go. I'm guessing this includes calls to voice mail.

Re: Missing minutes

darlicious — Thu, 28 Apr 2022 22:40:22 GMT

@hamiltoncanada

Are you going thru each days usage or using the sorting feature? The sorting feature is flawed. I'm assuming you are in the eastern time zone?

To contact customer support click below:

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

To pre-verify your account include in your private messaging only your full name, address, email, phone # and 4 digit acct pin #.

Re: Missing minutes

hamiltoncanada — Thu, 28 Apr 2022 22:41:44 GMT

Yes eastern time zone. When through six pages.

Re: Missing minutes

darlicious — Thu, 28 Apr 2022 22:49:35 GMT

@hamiltoncanada

Ensure that you have gone back to midnight on your day of renewal. It's difficult to differentiate between your calls to voicemail and incoming callers in the eastern time zone as they all have the same time showing vs other time zones show incoming callers in eastern time and user calls in local time.

To contact customer support click below:

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

To pre-verify your account include in your private messaging only your full name, address, email, phone # and 4 digit acct pin #.

Re: Missing minutes

esjliv — Fri, 29 Apr 2022 01:58:43 GMT

@hamiltoncanada wrote:
Yes eastern time zone. When through six pages.

@hamiltoncanada - are you counting any calls made to your voicemail? Outgoing calls to your voicemail from your Public Mobile device will use up your outgoing minutes.

To bypass this, though, you can access your voicemail by calling it from another cell, landline or voip number...then no outgoing minutes get used. 🙂

Going through the detailed usage would be tough. Keep an eye out on this area in your self serve for best up to date remaining minutes and data.

Re: Missing minutes

esjliv — Fri, 29 Apr 2022 02:04:57 GMT

@hamiltoncanada - now, on the other hand, if you are experiencing that message before you make or complete a call - AND, if you are showing minutes left in your overview section of your self serve account, then try adding a "1" to see if the message goes away.

If you can still complete the calls, then you can ignore the messages but try below. Maybe these methods may stop the messages from happening:

restarting your phone
toggling into and out of airplane mode
remove your SIM card, then gently reinstall it