Calling from Canada to USA

[jzinta]

I recently purchased a $35 plan which includes 100 minutes of calling from Canada to the USA. When I try to call California and Florida I get a message telling me that I am out of minutes and I need to buy more. My account shows zero minutes used. Any idea why this is happening? 

[Chalupa_Batman]

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@jzinta wrote:

This is the plan. You are right. It looks like I have unlimited minutes in Canada and US. All the more perplexing that I cannot use them. I have submitted a service request and waiting for a response. 

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Just wondering, check your phone app and see if you are actually on this plan or maybe you set it for the renewal date and it's not ready yet. Just throwing out ideas.

[eddieO]

@jzinta depending on how busy the agents are it can take around an hour or so to hear from them. Just keep checking you inbox periodically (top left envelop icon is for your messages)

[jzinta]

This is the plan. You are right. It looks like I have unlimited minutes in Canada and US. All the more perplexing that I cannot use them. I have submitted a service request and waiting for a response. 

[jzinta]

Thanks, I have submitted a ticket. The Public website is not great. 

[hairbag1]

@jzinta 

the currently offered $35 plan included unlimited calling to Canada and USA.  The 100 minutes you spoke of are for a small number of foreign countries. Please log in to your account to just make sure you have the plan you think you do...maybe you got the incorrect plan.

added...

[eddieO]

@jzinta, it actually looks like you should have unlimited calling and texting to the U.S. as you would in Canada. Since rebooting hasn't helped I would contact a CS agent to see if there is something on there end that needs to be done or maybe go into your PM app and confirm that you have been subscribed to the correct plan. 

To open a ticket through the Chatbot: https://widget.telus.tiia.ai/publicmobile/publicmobile.html
(and then type: Customer Support Agent)

Or, if you are having trouble with the Chatbot try sending a private message to: 

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)

Is this the plan your account/app shows you are subscribed to?

[jzinta]

I have rebooted multiple times, reinstalled the esim. I can make calls within Canada and the texting appears to be working. 

[eddieO]

@jzinta have you tried rebooting your device, could be worth a try. Are you able to make calls within Canada? all other services (Text and Data) work?

[Chalupa_Batman]

If you recently changed to this new account, try rebooting the phone. If that doesn't work, create a ticket for a CS Agent to refresh your network on their end.

To submit a ticket with CS Agent using this Chatbot link

https://widget.telus.tiia.ai/publicmobile/publicmobile.html 

Type Customer Service and follow the prompts. If you are having any issues, here is a direct link by sending a private message

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437