topic Re: Call minutes deducted for checking voicemail even using another phone in Get Support

Call minutes deducted for checking voicemail even using another phone

Williamlu1166 — Fri, 17 Mar 2023 02:22:58 GMT

I'm using the $15 plan. If I use another phone to dial 647-580-4001 and check my voicemail, I found that minutes got deducted. Is't right?

Re: Call minutes deducted for checking voicemail even using another phone

softech — Fri, 17 Mar 2023 02:28:53 GMT

@Williamlu1166 You don't need to call that number, you can call yourself from a landline. Try it and see if the system will deduct minute or not

add:

How to access your voicemail from another phone:
Call your 10-digit phone number.
When you hear your voicemail greeting, press the star key (*) to interrupt it.
Enter your voicemail password when prompted.
Follow the voice prompts to listen to your messages.

Re: Call minutes deducted for checking voicemail even using another phone

dust2dust — Fri, 17 Mar 2023 03:22:12 GMT

I don't think you're looking at things properly. Are you saying that the phone you called from deducted minutes from its plan calling that number? That would be correct. I would be completely surprised if calling that number deducted minutes from YOUR plan calling from another phone.

Re: Call minutes deducted for checking voicemail even using another phone

Nezgar — Fri, 17 Mar 2023 03:37:12 GMT

@Williamlu1166 wrote:
I'm using the $15 plan. If I use another phone to dial 647-580-4001 and check my voicemail, I found that minutes got deducted. Is't right?

You should only be deducted minutes if you call that number from your own phone. Make sure to use the little circle arrow to refresh the minutes usage in the my account/self-serve site before and after your next attempt to confirm. It's likely the usage was delayed, and the minutes were actually deducted from another call.

Otherwise, if you are just looking at the call history, any entries on that page don't give any indication of which calls did or didn't use minutes as well.

Re: Call minutes deducted for checking voicemail even using another phone

Williamlu1166 — Fri, 17 Mar 2023 04:43:40 GMT

@dust2dust wrote:

@dust2dust I use another phone to check my PM voicemail. It is deducted every time as gets into the PM voicemail. I know if you use your PM phone to check voicemail, the minutes will be deducted.

Re: Call minutes deducted for checking voicemail even using another phone

softech — Fri, 17 Mar 2023 04:26:55 GMT

@Williamlu1166 wrote:
I use another phone to check my PM voicemail. It is deducted every time as gets into the PM voicemail. I know if you use your PM phone to check voicemail, the minutes will be deducted.

@Williamlu1166 you sure PM deducts the minute?

Please note that if you call form another phone to your voicemail, the call will show up on your Usage history but it does not mean it got counted. All calls will show up on your Usage history but not all of them will be counted against your minute bucket

Re: Call minutes deducted for checking voicemail even using another phone

Nezgar — Fri, 17 Mar 2023 04:29:00 GMT

@Williamlu1166 are you actually seeing a reduction in available minutes on the "my account" page, or just seeing line entries on the usage page? Entries on the usage page don't necessarily mean minutes were consumed.

If you call your own number from another phone and it goes to voicemail, that call will appear in the usage log as a call to the ***4001 voicemail number, but doesnt deduct minutes usage on the $15 plan.

Re: Call minutes deducted for checking voicemail even using another phone

Williamlu1166 — Fri, 17 Mar 2023 04:45:32 GMT

@softech wrote:

you sure PM deducts the minute?

Please note that if you call from another phone to your voicemail, the call will show up on your Usage history but it does not mean it got counted. All calls will show up on your Usage history but not all of them will be counted against your minute bucket

@softech for sure.

Re: Call minutes deducted for checking voicemail even using another phone

softech — Fri, 17 Mar 2023 04:49:54 GMT

@Williamlu1166

we are pretty sure calling VM from another phone won't count.

But if your are certain PM didn't do it correctly, open ticket with PM and ask them to investigate

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: Call minutes deducted for checking voicemail even using another phone

Williamlu1166 — Fri, 17 Mar 2023 04:52:58 GMT

@Nezgar wrote: are you actually seeing a reduction in available minutes on the "my account" page, or just seeing line entries on the usage page? Entries on the usage page don't necessarily mean minutes were consumed.

@Nezgar I see a deduction in available minutes on the "my account" page.

Re: Call minutes deducted for checking voicemail even using another phone

Nezgar — Fri, 17 Mar 2023 05:10:34 GMT

@Williamlu1166 wrote:
@Nezgar wrote: are you actually seeing a reduction in available minutes on the "my account" page, or just seeing line entries on the usage page? Entries on the usage page don't necessarily mean minutes were consumed.

@Nezgar I see a deduction in available minutes on the "my account" page.

So I just tested this myself.... before anything else I logged into my account and confirmed i had:

5.00 mins used

95 mins left

Then I placed a call to 647-580-4001 from my home phone/landline. Chose english, entered my mailbox number (my phone number), * and entered my PIN, and heard it indicate that I have no messages.

I then refreshed my the my-account page, and:

5.00 mins used

95 mins left

.... Number of minutes used/remaining has not changed.

Also, since the call from my home/landline was directly to 647-580-4001, and not my cell phone number there is also no log of this call in the usage history.

I'm curious if you can repeat this specific test to confirm for yourself.

Re: Call minutes deducted for checking voicemail even using another phone

Williamlu1166 — Fri, 17 Mar 2023 05:24:16 GMT

@Nezgar wrote:

Otherwise, if you are just looking at the call history, any entries on that page don't give any indication of which calls did or didn't use minutes as well.

@Nezgar every time I dialed 647-580-4001 from another phone shows on the "my account" page Usage History Outgoing call. Outgoing call deducts minutes from my plan.

Re: Call minutes deducted for checking voicemail even using another phone

Nezgar — Fri, 17 Mar 2023 05:29:47 GMT

@Williamlu1166 wrote:
every time I dialed 647-580-4001 from another phone shows on the "my account" page Usage History Outgoing call. Outgoing call deducts minutes from my plan.

Do you have another phone you can try calling from? I know sometimes multiple iPhones/iPads/MacBooks connected to the same Apple ID can make a call out of a completely separate device over the local area network....

It would seem to me the call is somehow actually going out via your public mobile cell phone... How about if you completely turn off your public mobile phone or put it in airplane mode and test again?

Re: Call minutes deducted for checking voicemail even using another phone

Williamlu1166 — Fri, 17 Mar 2023 05:39:40 GMT

@Nezgar wrote:

So I just tested this myself.... before anything else I logged into my account and confirmed i had:

5.00 mins used

95 mins left

Then I placed a call to 647-580-4001 from my home phone/landline. Chose english, entered my mailbox number (my phone number), * and entered my PIN, and heard it indicate that I have no messages.

I then refreshed my the my-account page, and:

5.00 mins used

95 mins left

.... Number of minutes used/remaining has not changed.

Also, since the call from my home/landline was directly to 647-580-4001, and not my cell phone number there is also no log of this call in the usage history.

I'm curious if you can repeat this specific test to confirm for yourself.

@Nezgar I don't have a landline, I use a cellphone and use TextNow to make phone calls. Every time deducted.

Re: Call minutes deducted for checking voicemail even using another phone

Nezgar — Fri, 17 Mar 2023 05:50:53 GMT

@Williamlu1166 wrote:
I don't have a landline, I use a cellphone and use TextNow to make phone calls. Every time deducted.

If you are using TextNow on the same phone, maybe somehow it's using the phones dialer... But I'd still try from some other line still other than TextNow.

How long have you been with Public Mobile, and which plan are you on? If you have the old $10 plan (now $13) which would deduct minutes for incoming calls, possibly even to voicemail? There was a shortlived $15 plan that also didn't include minutes about 4 years ago, which was quietly replaced with the current version that does. If you have either of those old plans, you could schedule a plan change to the current $15 plan...

Also, there are many other voicemail access numbers across Canada, you can try some of the other numbers to see if they behave the same for you: https://productioncommunity.publicmobile.ca/t5/Get-Support/Updated-list-of-Voicemail-Access-Numbers/td-p/498446

Re: Call minutes deducted for checking voicemail even using another phone

Williamlu1166 — Fri, 17 Mar 2023 05:59:47 GMT

@Nezgar I have been with PM for less than a month, My plan is $15.

Thanks for your help.

Re: Call minutes deducted for checking voicemail even using another phone

dust2dust — Fri, 17 Mar 2023 06:08:39 GMT

Go in to airplane mode, turn on wifi, try TextNow to that voicemail access number. See if the minute counter changes before and after the call clicking the spinner refresh icon.

Re: Call minutes deducted for checking voicemail even using another phone

esjliv — Fri, 17 Mar 2023 13:30:27 GMT

@Williamlu1166 wrote:
@Nezgar I have been with PM for less than a month, My plan is $15.

Thanks for your help.

@Williamlu1166 - i recall another member expressing this exact same issue, but I don't believe they ever came back to verify.

I would like to know if something is 'off' with some newer activations on the limited calling plan. Please advise what a CSA responds back to you with.

Re: Call minutes deducted for checking voicemail even using another phone

softech — Fri, 17 Mar 2023 13:37:09 GMT

HI @Williamlu1166

instsead of calling 647-580-4001 from TextNow, did you try to call your own number from TextNow? When you hear your voice greeting, just press *. Call this way and see if the minutes got deducted

Re: Call minutes deducted for checking voicemail even using another phone

Williamlu1166 — Fri, 17 Mar 2023 15:53:05 GMT

@softech wrote:

instsead of calling 647-580-4001 from TextNow, did you try to call your own number from TextNow? When you hear your voice greeting, just press *. Call this way and see if the minutes got deducted

@softech I just tried, deducted.