topic Re: Long distance add on not working in Get Support

Long distance add on not working

Warren68 — Wed, 29 Apr 2026 14:16:02 GMT

I need to make a call to the UK. Spent about an hour in this stupid support system trying to get help. This is beyond frustrating. I need to make one phone call and it's costing me $16 and change. How ridiculous is this? I purchased 300 international minutes and none of them work!

Re: Long distance add on not working

slusagm — Wed, 29 Apr 2026 14:19:25 GMT

unless you are in one of those few plans that include calling minutes for some countries, you likely need to buy UK calling addon

1000 U.K. Long Distance Minutes - $15.00

if you got one already, how you make the call? make sure you drop the leading zero
To call the UK from Canada, dial the international exit code 011, followed by the country code 44, then the local area code (dropping the leading '0'), and finally the phone number.

Re: Long distance add on not working

kb_mv — Wed, 29 Apr 2026 14:27:28 GMT

@Warren68 wrote:
I purchased 300 international minutes and none of them work!

@Warren68 They don't work because you bought the wrong long distance add on. There is a UK specific one that you need.

Send a message to customer service and see if they can cancel the one you bought and get you the correct one. Message them here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Long distance add on not working

Warren68 — Wed, 29 Apr 2026 14:31:51 GMT

Hiw is international not UK!

Re: Long distance add on not working

kb_mv — Wed, 29 Apr 2026 14:59:33 GMT

@Warren68 wrote:
Hiw is international not UK!

@Warren68 you obviously didn't take the time to read the included countries in the add on. The add on you bought includes calls from Canada to one of the 32 listed countries of which the UK is not one of them. As there are 195 countries in the world, the add on only covers 16.4% of "international". I would recommend you do as I suggested to get a refund and buy the correct add on.

Re: Long distance add on not working

Warren68 — Wed, 29 Apr 2026 15:04:42 GMT

I do thank you for your response and have contacted to get the minutes changed as you suggested.

There is no listing of countries as you have shown on my app. Therefore there was no way for me to understand that international was not UK.

Re: Long distance add on not working

Warren68 — Wed, 29 Apr 2026 15:05:41 GMT

These list items do not expand.

Re: Long distance add on not working

kb_mv — Wed, 29 Apr 2026 15:07:33 GMT

@Warren68 wrote:
I do thank you for your response and have contacted to get the minutes changed as you suggested.

There is no listing of countries as you have shown on my app. Therefore there was no way for me to understand that international was not UK.

@Warren68 The info, though not obvious, is included at the bottom "Terms and Conditions" link. As an aside, for the same price you paid for 300 Int'l minutes, you will get 1000 UK minutes.