topic Re: miscounted talk minutes in Get Support

miscounted talk minutes

MistaC — Mon, 14 Nov 2022 23:51:02 GMT

Usage says 65 minutes but I counted (twice) 45. Anyone know how to talk to Public about it?

Re: miscounted talk minutes

hTideGnow — Mon, 14 Nov 2022 22:35:49 GMT

HI @MistaC did you round up the minute to the next minutes?

A 1 minute 1 second call actually will be counted as 2 minutes. All carriers are like this

And calling voicemail from your phone will be counted as well

Re: miscounted talk minutes

MistaC — Mon, 14 Nov 2022 23:01:41 GMT

Yup, rounded everything up and counted the voicemail minutes too. Like I said, counted twice. Even added on the day before the month started.

Re: miscounted talk minutes

hairbag1 — Mon, 14 Nov 2022 23:05:38 GMT

Consider getting the $5 / 500 minutes of Canada wide calling add-on. Good to have for your type of plan with limited minutes.

The add-on minutes will take over if you go over your plan minutes...and any add-on minutes remaining at renewal will roll over until you use them up...even if that takes several months or more.

Re: miscounted talk minutes

MistaC — Mon, 14 Nov 2022 23:07:53 GMT

I have lots of extra minutes. The problem is where are my missing 20 minutes? And how do I talk to the admin about it?

Re: miscounted talk minutes

dust2dust — Mon, 14 Nov 2022 23:28:57 GMT

There's a keyword in there - "month". Go back to the beginning of the renewal date. Not the month. If that's possibly being misunderstood.

Re: miscounted talk minutes

MistaC — Mon, 14 Nov 2022 23:32:00 GMT

I mean the service month. For me it's October 29 - November 28. That's the period at issue.

Re: miscounted talk minutes

softech — Mon, 14 Nov 2022 23:37:27 GMT

HI @MistaC

did you just use the filter option on the Usage History page?

There is a problem with the filter on the page and it won't give you all the entries. Please download the full usage history in xls and then use Excel to filter and sum up that way

Remember to round up to the next minute

Re: miscounted talk minutes

MistaC — Mon, 14 Nov 2022 23:48:03 GMT

I'll give that a try though I did verify against my phone's log. Same result.

Re: miscounted talk minutes

softech — Mon, 14 Nov 2022 23:50:48 GMT

Hi @MistaC and make sure you aware your cycle date change, not always on the same day of each month. So, make sure you know the exact date of your first day of your current cycle.

If you checked again and still off, open ticket with PM Support

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 to you there

Re: miscounted talk minutes

MistaC — Tue, 15 Nov 2022 01:26:51 GMT

Thank you Softech! That's the information I was looking for. Any idea what the ticket efficiency is like?