topic Re: Not getting what subscribe for in Get Support

Not getting what subscribe for

Kanwalimranfeb6 — Sat, 26 Apr 2025 14:46:57 GMT

My subscription has unlimited US minutes but whenever I call US it told me that I don’t have minutes to make a call. Why is that so?

Re: Not getting what subscribe for

Dunkman — Sat, 26 Apr 2025 14:50:59 GMT

@Kanwalimranfeb6

Sorry to hear about your troubles. More details would be helpful.

Are you in Canada and calling US numbers? Or are you in the United States calling another US number?

What about calling to Canada numbers?

Is texting and data working fine?

What are the first six digits of the phone number you are trying to call?

Which model phone are you using?

Re: Not getting what subscribe for

TheSterlinger — Sat, 26 Apr 2025 14:52:51 GMT

Have you ever used the minutes to call the US successfully in the past? Sign into your account and look at the Usage Breakdown section to verify your plan details.

You could also restart your phone and try again.

Re: Not getting what subscribe for

Kanwalimranfeb6 — Sat, 26 Apr 2025 15:25:34 GMT

I am in Canada and calling US numbers.
Calling to Canadian numbers is fine, even data is working fine too.

I used calling to US with limited minutes in past and that work well too.

I tried making calls mostly to Houston and Chicago phone numbers.

I have iPhone 13.

Re: Not getting what subscribe for

Phil_Adelphus — Sat, 26 Apr 2025 15:27:21 GMT

@Kanwalimranfeb6 What plan do you have? Is it a Canada-US-(and Mexico) plan, or did you buy an add on to call the USA?

Re: Not getting what subscribe for

Kanwalimranfeb6 — Sat, 26 Apr 2025 15:27:37 GMT

Yes, I did use limited minutes to US calling service in past with public mobile and it went really well.

Yes, I have verified my subscription plan several times.

Re: Not getting what subscribe for

hTideGnow — Sat, 26 Apr 2025 15:27:43 GMT

hi @Kanwalimranfeb6

try reboot phone first and test again

if same, then submit a ticket with CS Agent using Chatbot here:
  https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
If any issue with ticket submission, you can submit ticket by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Not getting what subscribe for

Kanwalimranfeb6 — Sat, 26 Apr 2025 15:33:52 GMT

This is not an add-on. I switched my subscription a month ago. This is Canada-US unlimited talk and text with 500 minutes to 6 other international countries which is working fine.

Re: Not getting what subscribe for

slusagm — Sat, 26 Apr 2025 15:35:57 GMT

were you even able to call US since having the Canada-US plan ? I would assume you have added 1 in front of the 10 digits? also try +1 in front. And try calling different numbers. But you might want to ask PM to help if still unable to call US

Just open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA when login, you might need to use email to receive if you cannot receive the text on the phone.) Type the question Submit ticket and select Contact Us to get to ticket open screen
Or message them using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox, check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Not getting what subscribe for

Dunkman — Sat, 26 Apr 2025 16:44:38 GMT

@Kanwalimranfeb6

Might worth trying a network reset of your phone. Note: this will erase any saved Wifi passwords

Otherwise, you likely will need CSA help.