topic Re: Unused international miniutes in Get Support

Unused international miniutes

alfie1 — Thu, 05 May 2022 12:09:55 GMT

I have noticed that it states that I have used 66 international minutes I know I have not made any international calls, I have gone through my account and can't find any usage.

Re: Unused international miniutes

softech — Thu, 05 May 2022 12:13:59 GMT

@alfie1 are you in the $10 or $15 plan with limited outgoing minutes? Please note that if it is those International minutes you got from the Holiday bonus , those can be used to call within Canada. So, if you are in $15 or $10 and you used up your allocated outgoing minutes, the Long Distance add-on will kick in when you make calls within Canada.

Another situation would be you might have called US. The Holiday bonus includes calling US as well.

Re: Unused international miniutes

alfie1 — Thu, 05 May 2022 12:17:33 GMT

I am on the $25.00 plan unlimited Canada wide calling, I didn't notice any usage last month, I think it still showed the 500 minutes.

Re: Unused international miniutes

softech — Thu, 05 May 2022 12:20:37 GMT

@alfie1 wrote:
I am on the $25.00 plan unlimited Canada wide calling, I didn't notice any usage last month, I think it still showed the 500 minutes.

@alfie1

Just to confirm, you are not in the Provincial Wide Calling plan which PM offers it for around 2 months last year?

did you call US?

Also, confirm it with your Usage log https://selfserve.publicmobile.ca/Overview/viewUsageChangePlan/

Check each page carefully (do not trust the sorting feature, it looks sorted but it is not, so, you really need to check each page to avoid missing anything) and confirm if it shows you called international or US

I guess if still in doubt, open a ticket with PM Support and have them to further investigate

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗"

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at:

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply you there

Re: Unused international miniutes

alfie1 — Thu, 05 May 2022 12:24:05 GMT

I have on the plan for over 2 years it's Unlimited Canada wide calling, I have gone through my account and can't find any international call.

Re: Unused international miniutes

softech — Thu, 05 May 2022 12:26:44 GMT

@alfie1 wrote:
I have on the plan for over 2 years it's Unlimited Canada wide calling, I have gone through my account and can't find any international call.

@alfie1 then open a ticket with PM Support and have them to investigate further

come back and let us know how it turns out

Re: Unused international miniutes

Yummy — Thu, 05 May 2022 12:46:00 GMT

Did you ever buy international long distance add-on?

Re: Unused international miniutes

JL9 — Thu, 05 May 2022 17:07:19 GMT

When you say you can't find usage have you checked both your phone history on your device and PM account as well

Re: Unused international miniutes

alfie1 — Fri, 06 May 2022 13:54:46 GMT

Re: Unused international miniutes

alfie1 — Fri, 06 May 2022 13:55:19 GMT

Done went back to Jan 2022

Re: Unused international miniutes

softech — Fri, 06 May 2022 13:59:41 GMT

@alfie1 You opened a ticket with PM Support yet? What did they say?

Re: Unused international miniutes

alfie1 — Sat, 07 May 2022 17:02:55 GMT

still waiting for them to reply, told me could be anywhere from 24hrs to 48 hrs.

Re: Unused international miniutes

alfie1 — Fri, 13 May 2022 11:15:42 GMT

It's been a week and still no reply, I think I have been thrown under the rug.

Re: Unused international miniutes

softech — Fri, 13 May 2022 11:39:53 GMT

@alfie1 wrote:
It's been a week and still no reply, I think I have been thrown under the rug.

@alfie1 Usually after 3 days, if you don't receive any response, it is missed. Please open a ticket again

I would suggest to open with BOTH Chatbot and direct message methods.

Again, there are the 2 ways:

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗"

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at:

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply you there

Re: Unused international miniutes

dust2dust — Fri, 13 May 2022 13:45:10 GMT

What does the line say on the left side where you've used the 66 minutes? So on the right would be 66 / 500. This would tell us which minutes bucket it used.

Usage only goes back 3 months. But the one called $0 Free was two Christmas's ago. The one called 500 one-time was last Christmas. And there was a 400 minute three Christmas's ago.