topic Re: service not working in Get Support

service not working

hitesht — Sat, 19 Nov 2022 14:14:02 GMT

Hello Team,

In my account, I can see

500 mins

500 Canada Wide Long Distance Minutes Bonus

Current Plan Cycle: 1/1

417 mins left

When I am trying to make a long-distance call It says your minutes are used can you please help me?

Thank you!

Re: service not working

will13am — Sat, 19 Nov 2022 14:15:26 GMT

@hitesht , what you are describing are the add-ons in the account. In order to use those your account has to be in active status. Does your account show as active?

Re: service not working

softech — Sat, 19 Nov 2022 14:17:10 GMT

@hitesht "When I am trying to make a long-distance" .. were you still calling within Canada? The 500 Canada wide Long distance minutes are only used for calling within Canada

And try to use Incognito mode to confirm the minutes are correct (without Incognito mode, you might be reading off old cached info)

If you are sure you have the minutes, try to reboot the phone once and make the call manually and remember to put in 1 in front of the 10 digits phone number

Re: service not working

hitesht — Sat, 19 Nov 2022 15:04:25 GMT

I'm trying to call outside Canada. If I'm not wrong long-distance minutes can be used to call outside and I am in Canada.

Re: service not working

hitesht — Sat, 19 Nov 2022 15:05:15 GMT

yes, I am using that number on daily basis

Re: service not working

Tawny — Sat, 19 Nov 2022 19:01:37 GMT

@hitesht

Adding to what @softech said above, unfortunately you'll need to buy another add-on to call outside of Canada.

https://www.publicmobile.ca/en/bc/get-help/articles/overview-of-add-ons

Choose the one that corresponds to the country you'd like to call.

Re: service not working

softech — Sat, 19 Nov 2022 20:06:16 GMT

@hitesht youbare callomg it daily?? maybe you used up the LD minutes? Again, use Incognito mode to login to My Account to confirm if the addon minutes are still there.

If not, buy the appropriate addon depends on where you calling. There are different LD addons and you need to buy the right one