topic Re: International long distance minutes expired and I haven't used any in Get Support

International long distance minutes expired and I haven't used any

Tisana — Fri, 11 Jul 2025 20:51:06 GMT

I purchased a plan on June 24th using an eSim which includes 500 international long distance minutes and I have had issues with my long distance and am unable to call England. I just bought a sim card and changed it hoping that would help and it has not. The message I get when I try to make the call is "you have used all of your minutes please purchase more". I haven't been able to make a call so I have no idea why this is happening. This is why I bought the plan - for the international minutes and now I am buying mintes from Talk360 so I can make these calls. And sometimes the Canada LD doesn't work either - that seems to be intermittent.
I have spent hours with customer support as my service was poor and I could not get reception and this still happens a little. Quite frustrated and would appreciate any insights to resolve this. I did just try to submit a new ticket and it says there is an error and I can't submit a ticket..........sigh......

Re: International long distance minutes expired and I haven't used any

hTideGnow — Fri, 11 Jul 2025 13:25:26 GMT

hi @Tisana

the add-on could still be there but just a problem with the calling

Try logging using Incognito/private/secret mode on your browser to login My Account, or try using the PM app (logoff the app first and log back in), click "Usage Breakdown" on the front page under the usage odometer and check if the minutes are there

Try reboot the phone and make calls again

if same, ask PM support agent to check for you. Please 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: International long distance minutes expired and I haven't used any

Yummy — Fri, 11 Jul 2025 13:59:25 GMT

To my best knowledge only DATA has expiry date. LD and other add-ons are active until you use them all.

Try to clear cache, use computer to confirm status of your add-on.

Re: International long distance minutes expired and I haven't used any

Tisana — Fri, 11 Jul 2025 14:03:19 GMT

thank you
it wasn't an add on - the long distance minutes are part of the plan and have never really worked. I even had problems calling canadian LD numbers. I don't know how to clear cache

Re: International long distance minutes expired and I haven't used any

Tisana — Fri, 11 Jul 2025 14:04:03 GMT

thank you
I submitted a ticket as this is not an add on - it is part of my plan

Re: International long distance minutes expired and I haven't used any

hTideGnow — Fri, 11 Jul 2025 14:09:33 GMT

hi @Tisana

it is not an addon, but you will still see it under usage breakdown, the 100 LD minutes in the Subscription section is the one part of the plan

Re: International long distance minutes expired and I haven't used any

CSA_PM — Fri, 11 Jul 2025 14:53:38 GMT

Thank you for the escalation!

The customer is already in contact with an agent.

Re: International long distance minutes expired and I haven't used any

hairbag1 — Fri, 11 Jul 2025 15:41:03 GMT

@CSA_PM wrote:
Thank you for the escalation!
The customer is already in contact with an agent.

So please keep us informed on when this issue is resolved and what steps should be taken when it occurs in the future with other customer. Perhaps we can all learn and reduce the number of messages to customer support for their help.

Re: International long distance minutes expired and I haven't used any

Tisana — Fri, 11 Jul 2025 15:41:43 GMT

thanks for this and I can't find it on the app - where do you access this info please

Re: International long distance minutes expired and I haven't used any

hTideGnow — Fri, 11 Jul 2025 15:51:17 GMT

hi @Tisana

on the front page of the app, there is the usage meter, there should be the work "Usage breakdown", click to expand

Re: International long distance minutes expired and I haven't used any

hairbag1 — Fri, 11 Jul 2025 15:52:15 GMT

@Tisana wrote:
thanks for this and I can't find it on the app - where do you access this info please

Using the app on your cell, log in to your account > tap on the "Usage Breakdown" arrow...you should see "Add-ons"...the LD minutes should be displayed.

Re: International long distance minutes expired and I haven't used any

Tisana — Fri, 11 Jul 2025 16:02:09 GMT

thank you - I did that and it shows my plan $34 ULCW Base plan - 60GB - 5GB.

The interesting thing about this is that when I look at plans, this one does not include the international minutes and yet when I go to manage my subscription, my current subscription clearly says 500 long disance minutes to......and the UK so I am now even more confused

Re: International long distance minutes expired and I haven't used any

hairbag1 — Fri, 11 Jul 2025 16:30:15 GMT

@Tisana wrote:
thank you - I did that and it shows my plan $34 ULCW Base plan - 60GB - 5GB.
The interesting thing about this is that when I look at plans, this one does not include the international minutes and yet when I go to manage my subscription, my current subscription clearly says 500 long disance minutes to......and the UK so I am now even more confused

It looks like someone from Customer Support will be helping.

Remember to dial 011>44>area code> number. If calling a cell...no need to dial area code.

Re: International long distance minutes expired and I haven't used any

Tisana — Tue, 15 Jul 2025 17:40:49 GMT

No customer support yet. I opened another ticket. Changed to another phone to check and still it says I have used uo all my long distance minutes and need to buy more when I have made no calls. Very frustrating and I am dialing it correctly and appreciate your suggestion and input. Thanks

Re: International long distance minutes expired and I haven't used any

CSA_PM — Tue, 15 Jul 2025 18:19:05 GMT

Hello @ Tisana,

The agent has replied to your ticket and is waiting for your response.

Re: International long distance minutes expired and I haven't used any

hairbag1 — Tue, 15 Jul 2025 19:30:50 GMT

@Tisana wrote:
No customer support yet. I opened another ticket. Changed to another phone to check and still it says I have used uo all my long distance minutes and need to buy more when I have made no calls. Very frustrating and I am dialing it correctly and appreciate your suggestion and input. Thanks

I see you're currently off-line, but when you return, check the little envelop icon on top right side of page as looks like CSA's are responding to your question. Good luck...let us know how you make out.