topic Re: Cannot make out going calls without adding 1 in Get Support

Cannot make out going calls without adding 1

chy1013m1 — Fri, 17 Mar 2023 18:20:15 GMT

Hi, since a week ago, i cannot make out going calls

unless I add a 1 in front of the number.

My public mobile number starts with 416 , even when I dial a 647 number

I have to add a 1-647 for the call to go out.

Is this expected ?

I also think this is causing all my calls to consume my international phone call minutes ?

help please.

Re: Cannot make out going calls without adding 1

chy1013m1 — Fri, 17 Mar 2023 18:21:31 GMT

Things i have already tried

- reboot phone

- tried the SIM card on a Pixel 4a phone

- Tried to use 3G instead of LTE

behavior is the same (cannot make outbound call without adding a 1 infront of the number)

However, I am able to text the number without the 1- in front .

Re: Cannot make out going calls without adding 1

hairbag1 — Fri, 17 Mar 2023 18:22:05 GMT

@chy1013m1

that doesn't consume international minutes unless you've run outta regular plan minutes.

Re: Cannot make out going calls without adding 1

Handy1 — Fri, 17 Mar 2023 18:22:27 GMT

@chy1013m1 Yes and it’s need for texting also

Re: Cannot make out going calls without adding 1

Pop_Eye — Fri, 17 Mar 2023 18:39:52 GMT

Have you tried +1. Apparently you can add that to every number. And when you are visiting in an area that you normally call LD.....needs no changes. I have added +1 to most of my numbers....no issues.

Re: Cannot make out going calls without adding 1

hTideGnow — Fri, 17 Mar 2023 18:48:29 GMT

hi @chy1013m1 using the 1 is optional for local calls, but it won't hurt. I have been saving 1 to all my contacts

if you really don't like it, I think you can check with PM agent to fix it

Re: Cannot make out going calls without adding 1

chy1013m1 — Fri, 17 Mar 2023 19:30:50 GMT

Hi thanks for the replies.

The issue for me is, i was able to make calls without the "1" in front.

But since a week ago, I need to add 1 otherwise public mobile will tell me the number is not in service .

When I tried the same on my other Pixel 4a phone, the screen will just say "invalid number" (without the 1)

Re: Cannot make out going calls without adding 1

fujiyama — Fri, 17 Mar 2023 23:15:08 GMT

@chy1013m1 Do you have the $15 plan by any chance?

If you have used up the 100 “plan” minutes and are now using minutes from an international talk addon, that could be why calls suddenly require prefixes now. Purely guessing here...lol

Re: Cannot make out going calls without adding 1

Nezgar — Sat, 18 Mar 2023 02:33:32 GMT

@chy1013m1 If you have physically moved away from Toronto to a place that is not local to area code 416, 647, and 437 (ie if you drove over to Sault Ste. Marie ON), your call to area code 416, 647, and 437 would now require the 1 prefixed, since it is now a long distance call from Sault Ste. Marie to Toronto, even though your own phone has a 416 Toronto number, this makes no difference.

Re: Cannot make out going calls without adding 1

Pop_Eye — Sat, 18 Mar 2023 03:39:48 GMT

@Nezgar

And adding +1 will fix that.

Re: Cannot make out going calls without adding 1

chy1013m1 — Thu, 23 Mar 2023 16:25:32 GMT

Hi , I am not completely unable to make outbound phone calls. If I add 1 or not to a Toronto destination number .

If i don't add a 1 , i get an audio telling me (6 UT 1, the number is not in service)

if I add a 1, it just says "call ended"

Admin please help me. Please tell me who to private message.

I am on the

CURRENT PLAN

$40

15 GB

data at 4G Speed

• 30-day plan
• Unlimited Canada-wide Talk
• Unlimited International Text

plan

Re: Cannot make out going calls without adding 1

softech — Thu, 23 Mar 2023 16:29:46 GMT

@chy1013m1 so, adding 1 might or might not help?

and are you in Toronto? Keep in mind, when you are away from Toronto, let say you are up north in Barrie, you need to include the 1 to call Toronto, even it is a free call anyway

You can try to turn off the phone for 5 mins, then power up and try again

if nothing works, PM support is your friend, 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: Cannot make out going calls without adding 1

chy1013m1 — Thu, 23 Mar 2023 16:33:08 GMT

Hi, yes I am in downtown toronto. Phonecall used to work. But it gradually stopped working

about 2 weeks ago, i had to add a "1" disregarding where I am ( i am in toronto!)

and now, today, I cannot make any phone calls. (But I can receive text, I can receive phonecalls)

Re: Cannot make out going calls without adding 1

softech — Thu, 23 Mar 2023 16:34:51 GMT

@chy1013m1 try to power down 5 mins trick first, hope it helps

and what model and brand of the phone you have? it could be related with VoLTE

and you have another phone to test the PM sim? if it have one, it can force a sim reprovision and it could resolve your issue quickly without CS agent help

Re: Cannot make out going calls without adding 1

chy1013m1 — Thu, 23 Mar 2023 17:33:49 GMT

Hi, yes i am on pixel 3 . Already tried airplane mode, + reboot. None works.

I also tried on my Pixel 4a. Same issue.

Re: Cannot make out going calls without adding 1

softech — Thu, 23 Mar 2023 17:35:17 GMT

@chy1013m1 i guess at this point, you need to engage PM support:

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