topic Re: Calling add-on not working in Get Support

Calling add-on not working

katebeau — Tue, 04 Jan 2022 19:58:03 GMT

I purchased a 200 minute add-on last week and even though the usage page says it's active, I can't make or receive calls at all. The plan I chose was text and data, and I bought the minutes separately.

Incoming calls go directly to my voicemail and outgoing calls give me a message from PM saying my plan doesn't include calling (again, the add-on page says the minutes are active). Nothing I've done has worked, including power cycling and removing my SIM card.

Re: Calling add-on not working

ute1978 — Sat, 06 Aug 2016 12:54:24 GMT

For the talk add on you need a talk feature. Which means at least province-wide calling.

Re: Calling add-on not working

Rockdaddy22 — Sat, 06 Aug 2016 13:30:25 GMT

If @Mary_M or anyone else could help her fix her plan that would be great. She's not able to make any calls at the moment.

Re: Calling add-on not working

Mary_M — Sat, 06 Aug 2016 14:09:03 GMT

Hello @katebeau

Sorry to hear that you're unable to use your talk services.

In order for them to work, you actually need a basic talk plan. If you only have a text & data plan, with a 400 long-distance minutes add-on, you will not be able to make/receive calls.

I hope this clarifies,

Mary

Re: Calling add-on not working

katebeau — Sat, 06 Aug 2016 14:16:46 GMT

Hi there! I understand now how it works; I'm new to picking and choosing plan options. Would it be possible to have the add-on removed and have talk properly added to my account?

Re: Calling add-on not working

Mary_M — Sat, 06 Aug 2016 14:22:01 GMT

Yes, I'll look into it 🙂

Can you send me your number via private message ?

Thank you

Re: Calling add-on not working

srlawren — Mon, 08 Aug 2016 20:03:24 GMT

Hi @katebeau,

Welcome to Public Mobile! Sorry for this confusion--I actually thought Public Mobile had updated the self-serve system to prevent someone trying to purchase a long-distance add-on when they don't have Talk as part of their plan, but I guess they have not. This is very frustrating indeed.

Was @Mary_M able to get your plan fixed up okay? Please give us a brief update when you have a moment.

Re: Calling add-on not working

katebeau — Mon, 08 Aug 2016 20:17:42 GMT

Yep, she fixed it no problem. The add-on is still on my account but I now have provincial calling and she reset me within hours.

Re: Calling add-on not working

srlawren — Mon, 08 Aug 2016 21:23:05 GMT

@katebeau great news!