Calling add-on not working

[katebeau]

I purchased a 200 minute add-on last week and even though the usage page says it's active, I can't make or receive calls at all. The plan I chose was text and data, and I bought the minutes separately.

Incoming calls go directly to my voicemail and outgoing calls give me a message from PM saying my plan doesn't include calling (again, the add-on page says the minutes are active). Nothing I've done has worked, including power cycling and removing my SIM card.

[srlawren]

@katebeau great news!

[katebeau]

Yep, she fixed it no problem. The add-on is still on my account but I now have provincial calling and she reset me within hours.

[srlawren]

Hi @katebeau,

Welcome to Public Mobile!  Sorry for this confusion--I actually thought Public Mobile had updated the self-serve system to prevent someone trying to purchase a long-distance add-on when they don't have Talk as part of their plan, but I guess they have not.  This is very frustrating indeed.

Was @Mary_M able to get your plan fixed up okay?  Please give us a brief update when you have a moment.

[Mary_M · Accepted solution]

Yes, I'll look into it 🙂

Can you send me your number via private message ?

Thank you

[katebeau]

Hi there! I understand now how it works; I'm new to picking and choosing plan options. Would it be possible to have the add-on removed and have talk properly added to my account?

[Mary_M]

Hello @katebeau

Sorry to hear that you're unable to use your talk services.

In order for them to work, you actually need a basic talk plan. If you only have a text & data plan, with a 400 long-distance minutes add-on, you will not be able to make/receive calls.

I hope this clarifies,

Mary

[Rockdaddy22]

If @Mary_M or anyone else could help her fix her plan that would be great. She's not able to make any calls at the moment.

[ute1978]

For the talk add on you need a talk feature. Which means at least province-wide calling.