Calling the USA Blocked

[Wizengamot]

I have the following plan

When I call a USA number, I get the message saying that I have used all my minutes.  However, I should have unlimited minutes.  The area code starts with 314 (St. Louis) and is not on the list of area code, city code combinations that are listed as being not accessible from public mobile.  The exact message says 

"Sorry, your call cannot be completed since you have used all available minutes.  To purchase more minutes, dial *611 or go to publicmobile.ca/selfserve" 

While I was doing the above transcription, at the end of the above message on one of my calls I was making to get the above text correct, the call was actually forwarded to the number in question.  How that occurred, I don't know.  It seems self-defeating for public mobile to give you the above message that the call cannot be completed and then the call completes.

Based on what I signed up for, it appears that there was some false advertising involved.  There should be no limit on the number of USA minutes, and to boot, my plan just renewed yesterday.  As well, I have not used ANY minutes to the USA in the last cycle or this cycle so any limits that could have been imposed, had that minute limit been greater than zero, this call would have gone through.

What is interesting is that I got a message from public mobile about filing complaints with the CCTS just a few days ago.

I am asking the community if this should result in a complaint to the CCTS and to the Alberta Consumer Protection Agency.  Any replies from Public Mobile tagged accounts will not have their opinions counted for the above question.  

[slusagm]

I just call a restaurant in the 314 area code and able to reserver my table for tonight's dinner  🙂

so, yes, the Canada/US plan can certainly call that area code, it is just a problem with the account and not false advertisement.  Wait for PM to come back with the fix on your account 🙂

[Wizengamot]

I have submitted a ticket.  yes, I used 1 in front of the number.  I am calling area code 314.

[Wizengamot]

I have filed a ticket with CS.  Trying other numbers, I'll take that into consideration as it would confirm that ALL numbers are blocked.

[Wizengamot]

No, they are not those combinations.  I addressed this in the initial post, but thanks for thinking of this as it would be something that should be checked.

[hTideGnow]

HI @JamesArpin 

any chance you are calling these numbers?

** Calls made to numbers starting with the following six-digit combinations are not included in U.S. Roaming talk Add-Ons or U.S. calling from Canada and will not be completed when dialed: 712-432 (Iowa-Lake Park), 605-562(S Dakota-Pine Ridge), 641-552 (Iowa-Charles City), 605-475 (S. DaKota-Redfield), 605-477 (S. Dakota-Fort Thompsons) , 712-775 (Iowa-Carroll), 559-726 (California-Reedley).

if you are not calling those, you can open ticket with PM support and ask them to check

 please submit a ticket with CS Agent using this Chatbot link:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html  Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
If any issue with ticket submission, you can  submit by direct message:  
      https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437        

[funpig1]

@Wizengamot 

Try phoning a US number in another state. e.g. a McDonalds in Portland to see if other US numbers are affected. Then file a ticket by messaging @CS_Agent to fix. Good luck 

[slusagm]

@Wizengamot 

yes, your plan includes the calling to US for free.  and you called with a 1  in front of it? what area code you are calling?

try reboot phone once and call again.  In case you still cannot make the call, open ticket with PM.  use the Orange Chatbot icon on the lower right.  You can type Submit ticket and select Contact Us to get to ticket open page