Calling stopped !

[tipit008]

@CS_Agent 

My son was calling me, today, around 3:45 p.m.  Call cut and he got a message saying "your minutes are up".

He is in Gatineau, I am in the Hull sector of Gatineau

Call was cancelled by Public Mobile.  We're both in the province of Québec and he has the unlimited Province-Wide talk plan, this should not happen.

Sent a message to a Moderator more than an hour ago and still no response.  He currently can't use his phone.  He tried to call the friend where he is, right now, both in the same house in Gatineau Québec, and his Public Mobile says he has no minutes left !

Way to go, Public !

Could a moderator get on this pronto please...???

Thanks.

[srlawren]

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@ashleyb wrote:

Ii know this used to happen to me previously on another provider i was with because at that point i lived in a border town. It would charge me long distance, or US minutes. 

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@Noob wrote:

For years I've received notifications from various carriers - including Telus - that welcomed me to the United States, when I'm still in Canada. But they seem to be able to detect when you haven't really crossed the border, as it doesn't show up on the bill (presumably because you are then hitting local towers instead of towers across the border). So PM should be able to undo the use of your "Ontario minutes" and should be doing it automatically.

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 @ashleyb, @Noob this is a different issue than the inter-provincial border.  The issue @tipit008 has posted about really only affects Public Mobile, as PM is the only one (I know of) to offer province-wide talk options.

The issue you both have mentioned is actually easily avoidable.  All you had to do was go into your phone's network settings and turn off automatic network selection, and manually choose your provider's network.  This prevents it roaming to US carriers.  Oh well. 

Unfortunately there's no way to prevent the phone from picking up a signal from another province within your own carrier.  😞

[popping]

@tipit008

I sent private message yesterday around 10pm and got moderator response around 3pm today.  Moderator response time is around 17 hours today.  YMMV

[will13am]

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@Noob wrote:

For years I've received notifications from various carriers - including Telus - that welcomed me to the United States, when I'm still in Canada. But they seem to be able to detect when you haven't really crossed the border, as it doesn't show up on the bill (presumably because you are then hitting local towers instead of towers across the border). So PM should be able to undo the use of your "Ontario minutes" and should be doing it automatically.

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They could probably load certain area codes that cross into the neighboring province.  I don't see this as a solution.  These days with less and less emphasis on area codes being specific to a particular city or town, a call to a contact that may be a block away may be very difficult to differentiate and not by a simple one it two extra area codes.  The real solution is to remove the term long distance which really has no place in the internet era.  It's a relic of the 20th preserved for the purposes of lining carrier's pockets.  It would be fantastic if all carriers replaced legacy province wide calling with Canada wide calling.  

[Noob]

For years I've received notifications from various carriers - including Telus - that welcomed me to the United States, when I'm still in Canada. But they seem to be able to detect when you haven't really crossed the border, as it doesn't show up on the bill (presumably because you are then hitting local towers instead of towers across the border). So PM should be able to undo the use of your "Ontario minutes" and should be doing it automatically.

[Shapla001]

if you can log-in now, you should be able to change the plan instantly, however, that entails the losing of remaining balance at this moment, and charge for the next month also.

Or else, you could choose to change the plan in next cycle, if the cycle is not too far from today

[ashleyb]

If you aren't already on a Canada wide plan you may want to consider switching to one of those as soon as you get a resolution from the @CS_Agent. I cant speak for PM but i know this used to happen to me previously on another provider i was with because at that point i lived in a border town. It would charge me long distance, or US minutes. 

The Moderator team will respond to you as soon as they can and hopefully provide you with more information. Just be patient as i am sure they are quite busy.

[Dunkman]

@tipit008

In his self service account, you can change plans either immediately or on the next renewal date.  If you choose immediately, you will lose the remaining minutes/date/texts from the old plan.  Just need to pay the full price of the new plan when you change immediately.  

[tipit008]

I actually want to change his plan from Province-wide to Canada-wide.

Do I need to go through a moderator for that ???

Marc

[krazykiwi]

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@tipit008 wrote:

@CS_Agent 

My son was calling me, today, around 3:45 p.m.  Call cut and he got a message saying "your minutes are up".

He is in Gatineau, I am in the Hull sector of Gatineau

Call was cancelled by Public Mobile.  We're both in the province of Québec and he has the unlimited Province-Wide talk plan, this should not happen.

Sent a message to a Moderator more than an hour ago and still no response.  He currently can't use his phone.  He tried to call the friend where he is, right now, both in the same house in Gatineau Québec, and his Public Mobile says he has no minutes left !

Way to go, Public !

Could a moderator get on this pronto please...???

Thanks.

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This forum is maintained by customers just like you and your son are.

You did the right thing in contacting the Mods, I hope you remembered to include your sons information in your request to them. As this is a low cost carrier the wait times may be a bit longer than the usual tier 1 & 2 carriers, which is the cost of great discounts on your bill. 

[Anonymous]

@tipit008, Unfortunately, current wait times for moderator team is in the area of 24-48 hours.  The Gatinau / Hull issue is relatively well known.  Because you are so close to the provincial border, calls could be picked up by a tower in Ontario, and that's what causes the problem.  Wait and see what the moderators suggest.  The 'simplest solution would be to switch to a Canada wide plan, or to buy long distance minutes (which are relatively inexpensive) - depending on the amount of calls made.  There is always a chance that there is an account level (setup) issue that can be fixed, but it's not likely.

Please let us know what happens with the moderators...