Earlier today we identified an issue affecting select customers on Province-wide talk plans in which outbound phone calls were unable to be placed. Inbound calling, texting and data services remained unaffected.
Our technical teams are implementing a solution which will restore outbound calling service to normal by early morning of March 20. No action is required on your behalf.
However, in the meantime, we have added a complimentary 400 minutes Long Distance Talk Add-On (includes calls to Canada & the U.S) for our affected customers, which you can use immediately and will allow you to make outbound calls. This Add-On will not expire as any unused minutes will roll over to your next cycle.
We understand that your service and staying connected is important and we sincerely apologize for any inconvenience this may have caused and thank you for your patience.
-Public Mobile Community Team
Updates
Please click the spoiler for a full history of this service issue to date.
We’ve identified an issue affecting select customers on Province-wide talk plans in which outbound phone calls are unable to placed. Currently, this looks to be isolated only to Quebec.
If you’re currently experiencing this issue, please note that inbound calling, texting, and data services remain unaffected. Meanwhile, wi-fi calling services and inbound calling may meet your talk needs temporarily.
Our technical team has identified the source of the issue and is working to restore service as quickly as possible. We will provide updates as we learn more.
We apologize for any inconvenience caused and thank you for your patience.
______________________________________________________________________ I am not a mod. Do not send me private message with your personal info. If you need to contact PM Customer Support Agent, send a Private Message.
I am having a werid issue that when I make a local outgoing call , it says I need a long distance addon. The only thing I did was I switched to a new iphone with same sim card. could you help me to check why it happens? by the way , I had the same issue with my other public mobile phone, it was fixed by custom service, It was something went wrong on you end.
@Cam26 First, try dialing with 1 in front of the number. If that does not work, log in to your self-serve account and verify you have the Talk service in your plan details. If yes, try enabling/disabling the Lost-stolen feature and see if that triggers the talk to work properly. if that also fails, you will need to send a private message to the Moderator_Team and they will see what's wrong.
______________________________________________________________________ I am not a mod. Do not send me private message with your personal info. If you need to contact PM Customer Support Agent, send a Private Message.
@eward1 If you are in PQ, there is an outage reported affecting everyone there. The best you can do in that case is try an application like that from fongo.com. It provides free calling across Canada from wherever you are connected to wifi.
Let us know if you are outside PQ.
>>> ALERT: I am not a CSA. Je ne suis pas un Agent du soutien à la clientèle.
It started happening today, i tried to call my sister and my mom and couldn’t. I have the recorded message that tells me that im trying to make a long distance call (which is fake they are at 15min away from my job) and tells me to dial *611 to get the add on. My mom can call me but i can't call her. I need help to understand whats going on i need this issue fixed asap.
@jackbaurctu In the mean while, try enabling/disabling the Lost/stolen feature from your self-serve account. This has proven to work for some with this type of issues.
______________________________________________________________________ I am not a mod. Do not send me private message with your personal info. If you need to contact PM Customer Support Agent, send a Private Message.
I am also having the same problem but can get no information as ro why. How do you know about the problems in Quebec and will they be fixed. Any info would be appreciated
You can see the problem in LATEST POSTS and IN LATEST TOPICS on the first page of the community....a lot of people have this issue...
I am also having the same problem but can get no information as ro why. How do you know about the problems in Quebec and will they be fixed. Any info would be appreciated
im dialing a local phone number with and without 1 in front and it says I need a long distance plan
how do I contact Moderator_Team?
Unfortunately you are alot in the same situation....nothing can be done here...patience..and text if you are able to...The moderator already knows the problem..
Also my case! Since this morning everytime i try to make a call it keeps telling me I am calling long distance and I am not! It is so frustrating. You cant even call and get the situation resolved. I paid for my month. Its crazy to not be able to use my phone!
@rmarijon@Asidie@PickleRick unfortunately you are alot in the same situation....nothing can be done here...patience..and text if you are able to...
Also my case! Since this morning everytime i try to make a call it keeps telling me I am calling long distance and I am not! It is so frustrating. You cant even call and get the situation resolved. I paid for my month. Its crazy to not be able to use my phone!
@kape3331@PickleRick@rmarijon@Honey1979 If you are in Quebec they are currently having a problem with their service. They do know about it, you will just have to be patient.
@rmarijon I used the reset password function to access my plan and it took about 10-15 minutes to receive the email (you can reuse the same password when you reset it unlike some other services) and it says its active on the home page. However i keep getting timed out (can't access) the plan and add-ons tab.
