topic need to talk to customer service in Get Support

need to talk to customer service

jordyn179 — Thu, 16 Mar 2023 21:02:53 GMT

i have a phone number that says it’s an outgoing call and it’s on my phone bill very very many times i pay by the minute so every time it says i have called this number it’s taking a minute off my calling time. i have no idea what or who this number belongs to i tried calling it and it says my number can’t be completed please help

Re: need to talk to customer service

pmbc — Thu, 16 Mar 2023 21:05:36 GMT

This is an odd dilemma. You can contact the CS Agent to see whether they can track down the source of that number for you. I can't think why a number would appear coming from your number when you're not calling it and it's deducting from your mins.

You can contact an agent using the chatbot. Type "agent" and click contact us to go through the wizard.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

If for some reason they don't respond to the ticket, you can try to send an email directly to the CS Agent here.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Here is a help article about how to contact the CS Agent.

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

Re: need to talk to customer service

hTideGnow — Thu, 16 Mar 2023 21:06:52 GMT

@jordyn179 does the number ends in 4001 or 4002?

if it does, no worry, it is just Voicemail. PM will shows all the calls going to voicemail or when you check voicemail. This is normal

Re: need to talk to customer service

softech — Thu, 16 Mar 2023 21:08:56 GMT

@jordyn179

Check if you see the number show up in this post

https://productioncommunity.publicmobile.ca/t5/Get-Support/Updated-list-of-Voicemail-Access-Numbers/m-p/498446

they are just voicemail number. If people called you and got routed to the voicemail number, it won't cost you anything, it just will show up on the usage history

But if you call to check voicemail from your phone, then it will count against your minute bucket. To avoid this charge, call any check your voicemail from another phone

Re: need to talk to customer service

jordyn179 — Thu, 16 Mar 2023 21:10:44 GMT

thank you for the help how long does it take them to reply

Re: need to talk to customer service

hTideGnow — Thu, 16 Mar 2023 21:12:02 GMT

@jordyn179 wrote:
thank you for the help how long does it take them to reply

HI @jordyn179 so, the number does not end in 4001 or 4002?

PM agents usually reply in 2 to 4 hours, check your Community inbox for their reply

Re: need to talk to customer service

hairbag1 — Thu, 16 Mar 2023 22:04:01 GMT

@jordyn179

sounds like you have the $15 plan with 100 outgoing calls. For extra piece of mind, consider getting the 500 minutes of Canada wide calling add on for $5. These add-on minutes will take over if you ever run outta your regular plan minutes.The add-on minutes will stay on your account until you use them up...even if that takes a couple years.

Re: need to talk to customer service

esjliv — Thu, 16 Mar 2023 22:26:36 GMT

@jordyn179 wrote:
thank you for the help how long does it take them to reply

@jordyn179 - yeah, I'd really like to know if this is your voicemail access number you are seeing on your details. Can you confirm please? ~~Many are listed here:~~

~~https://productioncommunity.publicmobile.ca/t5/Using-Your-Service/Updated-list-of-Voicemail-Access-Numbers/m-p/498446#M106548~~

~~Note, when people call you it will NOT take away minutes from the inmarket limited calling plan of 100 outgoing minutes.~~

But, it will deducted your 100 outgoing minutes if you use your device to call your voicemail to go into the settings or listen to voicemail. There is a workaround though, call your voicemail from another device! This does NOT use up outgoing minutes.

EDIT

blah haha, yeah pretty much what @softech posted above. Sorry softech, missed that in the scrolling of things.

But still would like to hear from OP what they see here.

Re: need to talk to customer service

softech — Thu, 16 Mar 2023 22:28:20 GMT

@esjliv look like yes, it was the voicemail number, OP did reply on the Voicemail thread here

https://productioncommunity.publicmobile.ca/t5/Get-Support/Updated-list-of-Voicemail-Access-Numbers/m-p/960435#M664467