topic Re: Had 500 international minutes? Gone? Any ideas? in Get Support

Had 500 international minutes? Gone? Any ideas?

Scamp — Wed, 08 Mar 2023 16:57:49 GMT

wanted to make a 🇬🇧 UK call but my international minutes are longer in my balance?
Anyone have any ideas or thoughts?

Re: Had 500 international minutes? Gone? Any ideas?

Hollister — Wed, 08 Mar 2023 16:04:56 GMT

@Scamp

Clear your browser cache and log into self service again but use incognito and click the refresh spinner icon.

Re: Had 500 international minutes? Gone? Any ideas?

BKNS27 — Wed, 08 Mar 2023 16:05:26 GMT

@Scamp

Try refreshing your browser page by clicking on the circular arrow.

Re: Had 500 international minutes? Gone? Any ideas?

benfatto — Wed, 08 Mar 2023 16:27:43 GMT

Some LD add ons can be used making Canadian calls if you have one of the limited calling plans.

Re: Had 500 international minutes? Gone? Any ideas?

Meow — Wed, 08 Mar 2023 16:39:55 GMT

Try using different browser. Try Incognito/private mode. Clear browser’s cache. Try forced refresh. Use computer and not phone to log in.

What plan are you? If you are on $15 plan maybe you used them for local calls?

Re: Had 500 international minutes? Gone? Any ideas?

Scamp — Wed, 08 Mar 2023 17:15:15 GMT

I’m on the $25 plan with 1 gb though I tried logging into my account again and it still shows international minutes used,no balance?checked on tablet not my phone
Im looking to call UK from Canada
Also tried SIMon help bot, but it was not helpful and I couldn’t reach a real person, I guess that is what we receive on discount service

Re: Had 500 international minutes? Gone? Any ideas?

softech — Wed, 08 Mar 2023 17:27:11 GMT

@Scamp due to browser cache problem, try to login using Incognito mode for correct info.

So, you do not see any LD minutes add-on under the My Add-on section? Have you been calling long distance ? any chance you really used up the 500 mins already?

For engaging support, it is different from others, but it could be easy if you follow method 1 below. If you cannot get to submit ticket still, then use Method 2 below for direct message;

Please open ticket with PM support using Chatbot:

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: Had 500 international minutes? Gone? Any ideas?

Yummy — Wed, 08 Mar 2023 17:51:12 GMT

@Scamp wrote:
I’m on the $25 plan with 1 gb though I tried logging into my account again and it still shows international minutes used,no balance?checked on tablet not my phone
Im looking to call UK from Canada
Also tried SIMon help bot, but it was not helpful and I couldn’t reach a real person, I guess that is what we receive on discount service

ONLY Holiday bonus (2021/2022) of 500 LD min covers UK. Otherwise you would need 1000 UK minutes add-on.

If you would like to 'talk; to live person, open a ticket and agents will help you out.

To Contact CSA-agent there are 2 methods:

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

Ticket has to be opened through chatbot - https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Having a ticket is preferred way to contact agent as they might respond faster then receiving personal mail.

If opening a ticket does not work very first time, contact agent directly.

- Send a private message to the CSA - agent by clicking (Ctrl+) Here

Agent’s response is usually between 15 and 120 minutes with a ticket. Private messaging might take longer.

Watch for envelope in top right corner of Community page. It will show Number of unread emails.

Re: Had 500 international minutes? Gone? Any ideas?

Scamp — Wed, 15 Mar 2023 14:54:38 GMT

Thanks. I did have international minutes though my balance sId zero so I tried using them and it worked. It may have been my first attempt didn’t use the proper country code or number missed dialed