topic Re: Talk Minutes in Get Support

Talk Minutes

garymk — Wed, 12 Apr 2023 00:02:35 GMT

Hello. I am a new Public member and have unlimited talk minutes. While talking with a client, my call was discconnected and a message said I was out of minutes and to press 611 to purchase more minutes.

I re-dialed and was able to resume my call.

How can I ensure this does not happen again?

Re: Talk Minutes

hairbag1 — Wed, 12 Apr 2023 00:06:55 GMT

@garymk

log in on a laptop and make sure you still have minutes...maybe you're mistaken and on the $15 plan with 100 outgoing minutes but Unlimited incoming.

Try this...

Otherwise...that's a glitch that I've not heard of.

Re: Talk Minutes

HALIMACS — Wed, 12 Apr 2023 00:06:36 GMT

@garymk

This certainly should not have happened, however I personally, and other users, have reported after very lengthy calls sometimes the network drops the call.

Are these calls happening while you're on the move and possibly running into reception issues in tunnels or between large buildings?

If this is not the case, definitely let the customer support agents know that you must not have dropped calls.

To contact a Customer Support Agent, there are 2 methods:

Use the ticketing system for a faster response time. Click here to create a support ticket, or,
Send a private message to Customer Support Agent by clicking here. You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: Talk Minutes

garymk — Wed, 12 Apr 2023 01:45:29 GMT

Thank you for your reply. Dropped calls can happen with any provider but before my call was terminated, I was told that I had run out of minutes and I had to purchase more. Clearly, the Public system erroneously treated my account as not being unlimited talk minutes for whatever reason.

Re: Talk Minutes

softech — Wed, 12 Apr 2023 01:47:48 GMT

@garymk reboot the phone once, then make a call by putting a 1 in front of the 10 digits number. So if you can sitll make the outgoing calls. If you can, it is just a hiccup. If you still cannot make the call, you might need to open ticket with PM support to confirm your plan details

Re: Talk Minutes

HALIMACS — Wed, 12 Apr 2023 01:50:03 GMT

@garymk

Perhaps so.

To be certain, your call originated within Canada and was received within Canada? ( i.e. by a Canadian number )

Re: Talk Minutes

DennyCrane — Wed, 12 Apr 2023 03:15:11 GMT

Yeah my guess is you're on the $15 plan which was incorrectly advertised as having unlimited minutes, but it actually only has 100 outgoing minutes and unlimited incoming.

Re: Talk Minutes

garymk — Wed, 12 Apr 2023 04:09:50 GMT

No, I'm definitely not on the $15 plan. I signed up for the 15GB data/unlimited talk plan and the Public portal confirms that they set it up correctly.

Re: Talk Minutes

garymk — Wed, 12 Apr 2023 04:12:22 GMT

Thanks. I re-dialed my call immediately after it was terminated and it worked fine.

I opened a ticket as you suggested and am awaiting a response.

Re: Talk Minutes

garymk — Wed, 12 Apr 2023 04:13:35 GMT

No, I'm definitely not on the $15 plan. I signed up for the 15GB data/unlimited talk plan and the Public portal confirms that they set it up correctly.

Re: Talk Minutes

garymk — Wed, 12 Apr 2023 04:16:24 GMT

Correct.

Re: Talk Minutes

DennyCrane — Wed, 12 Apr 2023 04:22:42 GMT

That is odd then. I understand dropped calls, but to say you're out of minutes is bizarre.

Re: Talk Minutes

garymk — Wed, 12 Apr 2023 04:55:35 GMT

Agreed. Hopefully it's a one-off!

Re: Talk Minutes

maximum_gato — Wed, 12 Apr 2023 09:04:48 GMT

@garymk

Who was your previous provider? That's a strange glitch I have never heard of before? Even with the $15 plan pm doesn't give a voice message rather you get a text saying "You have 10 minutes remaining in your plan". It will only cut you off if you don't have an applicable calling minutes add on.

Re: Talk Minutes

garymk — Wed, 12 Apr 2023 15:56:36 GMT

My previous provider was Rogers.