topic Re: incoming vs outgoing usage calculation in Get Support

incoming vs outgoing usage calculation

Rick10 — Tue, 04 Jan 2022 10:00:21 GMT

I have the base plan which includes 100 'outgoing' talk minutes. I am careful about my usage and don't use the phone for extended 'outgoing' calls. This month (and in other past months) I have been in disagreement with the Public calculation of my minutes, but there seems to be no method to contact A REAL PERSON at Public. By my accounting, from the stats on the call history chart, I have made only 44 minutes 'outgoing' calls and some 73 minutes of 'incoming' calls, but I'm now in an 'overage' situation whereby my 'total minutes' are over 100 and I have to pay for the additional minutes used.

Can somebody tell me how to clarify this or how to contact some form of customer service who can look into it?

Re: incoming vs outgoing usage calculation

wetcoaster — Fri, 10 Dec 2021 00:19:31 GMT

There are never any additional charges at Public Mobile. If you don't prepay for a feature you cannot use it.

Be aware that minutes are rounded up, so 2minutes and 2seconds counts as 3minutes. Also calling your voicemail from your cell phone will dock outgoing minutes.

Edited to add that the counter on your self serve account (xx/100) updates in essentially real time and is what counts.

If you want to make sure that your outgoing call is not cut off, add the $5/500minute add-on. Those add-on minutes stay in your account until used up, whereas the 100plan minutes will reset on your renewal (every 30 days, NOT monthly).

Re: incoming vs outgoing usage calculation

Rick10 — Fri, 10 Dec 2021 00:20:21 GMT

Thanks Westcoaster:

I had purchased the 'add on' of 500 minutes to cover the situation such as this, (i.e. when I went over the 100 plan minutes). I see that I am using up some of these 500 minutes, which means that Public thinks I've gone over my plan's 100 minutes. Again, I dispute that I've called 'out' more that 100 minutes. By my calculation it's about 44 minutes - and I have rounded-up all calls to the next, higher number.

Re: incoming vs outgoing usage calculation

dabr — Fri, 10 Dec 2021 00:21:37 GMT

@Rick10 Yes, as noted by @wetcoaster , minutes are always rounded up, also if you retrieve your voicemail, that also uses minutes from the 100 outgoing available. It's a good idea to purchase the $5/500 mins (Canada wide) to supplement your plan for those times you've used up your 100 minutes before renewal. Plus those minutes don't expire and will stay with your plan until depleted as well as being inexpensive.

Re: incoming vs outgoing usage calculation

walker1 — Fri, 10 Dec 2021 00:21:51 GMT

@Rick10

Those 100 minutes, that comes with your plan are for out going calls only.

Don't worry about your incoming calls because they don't count towards the 100 minutes.

Your incoming calls are unlimited!

Re: incoming vs outgoing usage calculation

wetcoaster — Fri, 10 Dec 2021 00:26:25 GMT

@Rick10

A screenshot of your account overview (without any personal information!) would help.

That counter is quite accurate with very, very few exceptions where (data) is not reset properly at renewal. It's "legal tender".

Re: incoming vs outgoing usage calculation

Rick10 — Fri, 10 Dec 2021 00:28:26 GMT

To your edit:

the xx/100 seems to be 'total' minutes, but for me, the more important number is just 'outgoing' minutes since those are the only minutes with relevance to my plan's conditions (100 outgoing minutes).

Re: incoming vs outgoing usage calculation

HALIMACS — Fri, 10 Dec 2021 00:29:28 GMT

@Rick10

It's difficult to count outgoing minutes accurately.

Another thing to watch for are what's displayed as "outgoing call" to the number which ends in "(area code)-580-4001" These are not actually outgoing calls nor count toward your outgoing minute allotment.

Keep in mind, that making 100 separate calls, even if they're a few seconds of duration each, will count as 100 minutes due to PM's rounding up to next whole minute re call-time.

Re: incoming vs outgoing usage calculation

HALIMACS — Fri, 10 Dec 2021 00:31:48 GMT

Another thing to consider, @Rick10 , is to use voice over internet apps, such as Fongo, if you wish to make outgoing calls while in Wi-Fi zones.

This can relief the burden of having to watch your outgoing minute allotment each cycle.

Re: incoming vs outgoing usage calculation

Rick10 — Fri, 10 Dec 2021 00:37:20 GMT

Right@walker1 , I know that 'outgoing' calls are the only ones that are supposed to count, but I'm getting the idea that that is not the case. As I've said, I've gone over my call history and my outgoing calls amount to around 44 minutes so far this month, yet PM says I'm over 100 minutes. I've had some 77 minutes of 'incoming' calls.

Re: incoming vs outgoing usage calculation

dabr — Fri, 10 Dec 2021 00:38:40 GMT

@Rick10 Did you get your holiday gift of 2GB data plus 500 international LD minutes yet? Those minutes can also be used for calling within Canada, although I prefer to keep them for international calls only and prefer just buying more of 500 mins since they're such a bargain at 1c/minute.

Re: incoming vs outgoing usage calculation

HALIMACS — Fri, 10 Dec 2021 00:38:44 GMT

@Rick10

You're counting your PM 30-day cycle, and not calendar months, correct?

They are not one in the same.

Re: incoming vs outgoing usage calculation

Rick10 — Fri, 10 Dec 2021 00:45:05 GMT

Right, I'm using my month and not the calendar month.

Re: incoming vs outgoing usage calculation

walker1 — Fri, 10 Dec 2021 00:48:10 GMT

@Rick10

You may want to get a hold of a CSA and have them look into your call history of your account.

I've heard of a few cases where the system was counting both incoming and outgoing calls towards your 100 minutes allowed. By mistake.

It's up to you if you want to do that 🙂

That's what I'd do. But that's just me 😊

Re: incoming vs outgoing usage calculation

Rick10 — Fri, 10 Dec 2021 00:46:15 GMT

dabr, that sounds like a great gift. Is that something I have to ask for?

Re: incoming vs outgoing usage calculation

Rick10 — Fri, 10 Dec 2021 00:47:03 GMT

What is CSA?

Re: incoming vs outgoing usage calculation

dabr — Fri, 10 Dec 2021 00:50:31 GMT

@Rick10 wrote:
dabr, that sounds like a great gift. Is that something I have to ask for?
r

@Rick10 Not at all, it's available to all customers, you should get a text from 4911 with the offer and respond with a YES. Texts are being sent out to everyone from Dec 1st to 15th.

Here's the announcement: https://productioncommunity.publicmobile.ca/t5/Announcements/Update-More-is-Merrier-is-back/m-p/751865

Edit: CSA are Customer Support Agents formerly called moderators.

Re: incoming vs outgoing usage calculation

Rick10 — Fri, 10 Dec 2021 00:50:55 GMT

@walker1 Yes, it just seems to me that they're adding the in/out calls together.

Re: incoming vs outgoing usage calculation

Rick10 — Fri, 10 Dec 2021 00:53:13 GMT

dabr - great, I will be happy to get that text for a gift!

As for CSA, for the life of me I can't find a method to contact some form of admin at Public. Can you direct me to CSA?

Re: incoming vs outgoing usage calculation

walker1 — Fri, 10 Dec 2021 00:54:54 GMT

@Rick10

That's what I was thinking when I made my first post and reread your post.

PM has added them up before for other customers too.

It's up to you if you want to hold them accountable. It's your dime.