topic Re: International Minutes not available despite points redemption in Get Support

International Minutes not available despite points redemption

jgm1 — Fri, 23 Dec 2022 00:38:05 GMT

Hello,

I have redeemed my reward points into International calling minutes more than a week ago but still I am unable to use them as whenever I dialed my desired number it does not connect. Although I immediately received email that my minutes would be activated within 24 hrs but still the issue not resolved. Same happened with one of my family friend and he got his minutes after registering complaint here.

Looking for a positive reply asap.

Re: International Minutes not available despite points redemption

Handy1 — Fri, 23 Dec 2022 00:40:27 GMT

@jgm1 @ clear your web browser cache / cookies and try agin in cognito / private and refresh page

Re: International Minutes not available despite points redemption

dejavu89 — Fri, 23 Dec 2022 00:49:41 GMT

It is quite possible that the country you are trying to dial is not under the list of 'international countries' allowed for the free minutes.

"International Long Distance calling add-on covers calls between Canada and the following countries: Canada, United States, China, France, Germany, Greece, Hong Kong, India, Italy, South Korea, Malaysia, Mexico, Poland, Portugal, Puerto Rico, Singapore, Spain, Thailand, United Kingdom, and Venezuela."

The second thing is to use the correct extension / international code if the country is one of the listed above. Like + before the country code and removing a leading zero from the number. Just trying to guess what might be wrong.

Re: International Minutes not available despite points redemption

HALIMACS — Fri, 23 Dec 2022 00:51:56 GMT

@jgm1

Just want to confirm a couple of items, please:

you are looking to call a country listed on the included countries?
you are making that call while you are IN CANADA, to that country?
are you dialing the correct country exit code when making the call?

Re: International Minutes not available despite points redemption

hTideGnow — Fri, 23 Dec 2022 00:53:02 GMT

hi @jgm1 where you tried to call?? not all countries work with the bonus LD

Re: International Minutes not available despite points redemption

jgm1 — Fri, 23 Dec 2022 01:07:05 GMT

1. YES

2. YES

3. I AM dialing that country code, I guess that you are calling as exit code.

Re: International Minutes not available despite points redemption

dejavu89 — Fri, 23 Dec 2022 01:20:56 GMT

Can you share 1st half of the number so we can see if you are dialing the correct exit code. DON'T POST the full number. Also can you see the free international minutes in your 'My Account' add ons?

Re: International Minutes not available despite points redemption

CountyDownIeUk — Fri, 23 Dec 2022 02:20:06 GMT

Is there not a lag of time between ordering with points and showing in your add on list in your My Account? Does it show, in your My Account?

Re: International Minutes not available despite points redemption

hycm53 — Fri, 23 Dec 2022 02:47:50 GMT

@jgm1 wrote:
1. YES
2. YES
3. I AM dialing that country code, I guess that you are calling as exit code.

If there's no 011 before country code when you're dialing, you won't be connect it.

Re: International Minutes not available despite points redemption

computergeek541 — Fri, 23 Dec 2022 05:57:19 GMT

@hycm53 wrote:
@jgm1 wrote:
1. YES
2. YES
3. I AM dialing that country code, I guess that you are calling as exit code.
If there's no 011 before country code when you're dialing, you won't be connect it.

+ works fine instead of 011 on cell phones.

Re: International Minutes not available despite points redemption

Luddite — Sun, 01 Jan 2023 19:05:31 GMT

@jgm1 wrote:
1. YES
2. YES
3. I AM dialing that country code, I guess that you are calling as exit code.

@jgm1 If your problem is not yet sorted, contact the agents;

click on https://widget.telus.tiia.ai/publicmobile/publicmobile.html and enter your question in SIMon. Follow / invent the prompts until you reach the Contact Us button, click on it and a Submit Ticket button should appear. To confirm that your ticket has been submitted, check the SEND box in your private messages; click on the small envelope next to your avatar at the top right of your screen.

If you have problems submitting a ticket, or still have service, just send a private message to the CSAs. Click: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437.