topic Re: phone not working in Get Support

Re: phone not working

winston — Tue, 04 Jan 2022 19:32:44 GMT

I try all of that and it still say I don't have a active long distance plan,

Re: phone not working

Luddite — Sun, 20 Aug 2017 14:41:58 GMT

@winston You have posted to an old thread. In future you will have more assurance of help by creating your own topic on the forum (which I have done for you today), or sending a private message directly to the moderators.

Why do you think you have a long distance as part of your plan?

Re: phone not working

Anhtuanco — Sun, 20 Aug 2017 14:46:24 GMT

It sounds like I have the same problem as @winston. When I try to make a call (from locally within Ontario to another local Ontario number), the call does not go through and instead I get an automated message that says:

'Sorry, you don't have an active long distance add on, and this call is not covered by your plan...'

This is despite my plan being stated as active on self-serve now (it had the account suspended message yesterday), and my plan includes unlimited provincial calls + an add on for 200 long distance minutes to US and Canada. I've tried rebooting my phone several times, as well as using a spare unlocked phone. It seems to be a problem from Public Mobile's end.

Re: phone not working

Luddite — Sun, 20 Aug 2017 15:02:46 GMT

@Anhtuanco Don't know why this thread is marked solved?

First thing to try is allowing the call to complete even though you hear that message. If it fails, you will need moderator assistance. Click this: message to moderators to send a private message to the moderator team with your phone number and an explanation.

Re: phone not working

Anhtuanco — Sun, 20 Aug 2017 17:48:41 GMT

'Sorry, you don't have an active long distance add on, and this call is not covered by your plan. Get an add on by dialing *611.' Call automatically ends.

Rebooting, or even switching phones does not fix this. I've messaged the mods and am waiting for a fix/reply, and I would encourage Winston to do the same if they really are experiencing the same issue. On the caller's end, the incoming call automatically goes to voicemail.

UPDATE

The issue has been resolved by MOD Marie. There was a problem with the activation on the back end that she fixed. It is now working perfectly.