topic Re: Louise in Get Support

Louise

bluebelanger — Fri, 17 Jan 2025 14:43:07 GMT

Unable to make international calls despite purchasing (twice) 300-minute call time. It keeps saying to contact Public Mobile.

Re: Louise

eddieO — Fri, 17 Jan 2025 15:01:48 GMT

@bluebelanger which location are you looking to call? Please check if the country you are trying to reach is below:

Long distance addon

Add-On included countries: Australia, Austria, Bangladesh, Brazil, Chile, Colombia, Czech Republic, Denmark, France, Germany, Greece, Iceland, Ireland, Israel, Italy, Japan, South Korea, Malaysia, Mexico, Netherlands, New Zealand, Norway, Peru, Poland, Portugal, Puerto Rico, Romania, Singapore, Spain, Sweden, Thailand, Venezuela. Calls must originate from Canada.

Re: Louise

BKNS27 — Fri, 17 Jan 2025 15:13:45 GMT

@bluebelanger

Are you calling from Canada and which country are you trying to call?

Re: Louise

bluebelanger — Fri, 17 Jan 2025 15:27:52 GMT

From Canada to Switzerland

Re: Louise

bluebelanger — Fri, 17 Jan 2025 15:38:30 GMT

This is urgent. Funds also appear to be on hold until 24 and 25 January. I need to make those calls today. Offices in Switzerland will close in a few hours.

Re: Louise

bluebelanger — Fri, 17 Jan 2025 15:42:47 GMT

I meant the funds for the 300-minute international calls appear to be on hold. Why?

Re: Louise

bluebelanger — Fri, 17 Jan 2025 15:45:57 GMT

Sorry it is not a workable solution. I assume that by typing there, a solution to call Switzerland wound be provided. I did not want to close the issue.

Re: Louise

eddieO — Fri, 17 Jan 2025 15:47:38 GMT

@bluebelanger Since Switzerland is not on the long distance list of countries you will need to reach out to a support agent and ask for a credit/refund. Through Public Mobile there will not be any other options for calling Switzerland. There may be other options, but you will need to search online for those as I'm not familiar with any personally.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)

Re: Louise

eddieO — Fri, 17 Jan 2025 15:49:28 GMT

@bluebelanger not to worry, your ticket is not closed so you can continue the thread/discussion. Marking a solution means that you found a specific post to be most helpful but doesn't close it.

Re: Louise

bluebelanger — Fri, 17 Jan 2025 15:55:42 GMT

Trying unsuccessfully to find a phone number to call a service agent and cancel the 2 purchases of 300 min. Please assist. I am so disappointed that I cannot call Switzerland through my phone.

Re: Louise

eddieO — Fri, 17 Jan 2025 15:59:29 GMT

@bluebelanger Public Mobile does not offer any phone number to call for support, it's all done online but you can reach a support agent by opening a ticket. They will message you back in your community inbox and will likely work out a refund or credit for the add-on that you cannot use.

You will need to open a ticket through the Chatbot:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html
(and then type: Customer Support Agent)

Or, if you are having trouble with the Chatbot try sending a private message to:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)

Re: Louise

slusagm — Fri, 17 Jan 2025 16:03:03 GMT

Switzerland is not on the calling list, no one can help with that other than get a refund with the add-on you purchased

if you need to call Switzerland urgently, get a LD calling card from store rather than wait here for nothing

Re: Louise

Phil_Adelphus — Fri, 17 Jan 2025 16:16:30 GMT

@bluebelanger Another option is to download a voip app like Fongo from the App Store/Google Play depending on phone and use that to call (it won't be your PM phone number though).

Re: Louise

slusagm — Fri, 17 Jan 2025 16:22:09 GMT

but using Fongo to call Switzerland is not free, either, you need to pay credit to call overseas, but true, that is an option

Re: Louise

Phil_Adelphus — Fri, 17 Jan 2025 17:01:31 GMT

@slusagm but using Fongo to call Switzerland is not free, either, you need to pay credit to call overseas, but true, that is an option

True but neither is a PM add on or LD calling card. Last time I bought a LD calling card it expired before I had used it all. Fongo world credits start at $5 and don't expire until you've used it up, and their rates list Switzerland as from $0.02. Whether the call quality will be good enough is another matter although it seems to be better lately than it used to be. The dialpad does tell you how much the call will cost before you initiate the call.

Re: Louise

eddieO — Fri, 17 Jan 2025 17:12:15 GMT

@Phil_Adelphus I have Fongo for home phone and call quality has been perfect for me and those that I have called have sometimes commented that I sound crystal clear

Re: Louise

slusagm — Fri, 17 Jan 2025 17:20:06 GMT

Fongo app quality is poor on the phone

and honest, if I need to pay the add-on to call overseas, I would rather use calling card than Fongo , more portable