topic Can't call out with active account in Get Support

Can't call out with active account

Tanya2020 — Mon, 06 Mar 2023 13:26:46 GMT

Why can't I make calls out? Says I don't have available funds but my account was just paid and is active.

I have restarted my phone 3 times.

Getting really frustrated not being able to reach a live person.

Might have to cancel this service if this keeps up.

Re: Can't call out with active account

esjliv — Mon, 06 Mar 2023 13:29:16 GMT

@Tanya2020 can you try your SIM into another phone? If calls still don't work contact customer support.

Public Mobile Representatives customer support agents (CSA) can be contacted by either two methods, found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Re: Can't call out with active account

softech — Mon, 06 Mar 2023 13:32:15 GMT

@Tanya2020

there was problem with voice calling and receiving for some customers last copule days ago. The issue supposed to have been fixed, but it is possible that it came back for some users.

Please try Refresh All networks and see if it helps

if not, open ticket with PM support

1. Please open ticket via Chatbot (need 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 have trouble with Chatbot or you don't have access to My Account: 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: Can't call out with active account

Dunkman — Mon, 06 Mar 2023 13:33:22 GMT

@Tanya2020

Is data and text working?

There have been issues with voice calling since middle of last week. It was suppose to be resolved by Friday, but some customers like yourself are still having issues.

Try to reboot your phone. Turn off VoLTE if you have VoLTE enabled phone. If that does not work, you can contact customer service agent. Otherwise PM is aware of continuing issues and will work on solution.

https://productioncommunity.publicmobile.ca/t5/Announcements/Resolved-Service-Impacts/td-p/955119