topic Re: long distance calling issue in Get Support

long distance calling issue

xuper — Thu, 02 Jan 2025 11:38:00 GMT

Why does my plan include 1000 minutes of long-distance calls, but I keep getting the message “Your call is not going through” when I try to make a call? What’s the issue, and how can I fix it? i am sure that the phone number right, and what's wrong with it?

Re: long distance calling issue

Handy1 — Thu, 02 Jan 2025 11:40:03 GMT

@xuper What country are you trying to call ?those 1000 mins only include these 7 countries

China, Hong Kong, India, Pakistan, Philippines, Taiwan, and the United Kingdom.

Re: long distance calling issue

xuper — Thu, 02 Jan 2025 11:41:56 GMT

China, I had tried so many time, but it still show Your call is not going through, I want call my family number T.T

Re: long distance calling issue

Phil_Adelphus — Thu, 02 Jan 2025 11:43:03 GMT

@xuper If the country that you want to call is not specified in your plan, as @Handy1 mentioned, check out the list of long distance add-ons to see if it is listed there

https://www.publicmobile.ca/en/bc/get-help/articles/long-distance-add-ons

Re: long distance calling issue

Handy1 — Thu, 02 Jan 2025 11:43:53 GMT

@xuper And you starting the call be dialing 011 then the number

Re: long distance calling issue

xuper — Thu, 02 Jan 2025 11:56:46 GMT

I have tried again, 011+ phone number, it still doesn't work.

Re: long distance calling issue

Phil_Adelphus — Thu, 02 Jan 2025 12:07:01 GMT

@xuper Are you trying just one number in China or do multiple numbers not go through? If just one then sometimes the problem is at the other end.

Re: long distance calling issue

ORNGNBLK — Thu, 02 Jan 2025 12:26:34 GMT

I may be late to the party, but are you also adding the China country code after 011? You will need to dial 011 , then 86 (for China) then the area code and finally the number. Best of luck. Let us know if it works

Re: long distance calling issue

xuper — Thu, 02 Jan 2025 12:31:10 GMT

I tried 011+86+phone number, but still doesn't work, I used to call before by Vingin plus, it ok. I don't know why can not call now, I just new transfer from Vingin plus.

Re: long distance calling issue

xuper — Thu, 02 Jan 2025 12:32:01 GMT

I tried 3 number for family, it still doesn't work.

Re: long distance calling issue

Phil_Adelphus — Thu, 02 Jan 2025 12:50:32 GMT

@xuper Best to open a service ticket with customer support. You can do this via the chat icon bottom right of this page. If that doesn't work, then send customer service a private message using this link

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

Their hours are 9 a.m. to 10 p.m. eastern time.