Calls to the US.

[Clydethedog]

I just enrolled in a plan that stated '⁺Whether in Canada or the US, this plan includes unlimited calling, text, picture and video and messaging to phone numbers within and between Canada and the US.' I just tried to make my first call to the US and PM said that would entail extra charges and my fund was exhausted. Can anyone explair this to me.

[Clydethedog]

I would like to hope this is not deliberate deception but simply sloppiness on their part. I found another place on their invoice with the $120 plan where it still said 'monthly' instead of 'quarterly'. That seemed to be due to not checking their work.

Another topic: I gave you a list of the US phone number prefixes that won't work. Have you come across this and is my list exhaustive? I'll ask the agent again when I report my US experience tomorrow but I thought you might be able to give me a heads-up on this. You seem to be more experienced with PM.

[DennyCrane]

@Clydethedog That explains it then. Glad you got it sorted out.

There have been a couple posts from other users who signed up for a Canada/US plan that only had a 30 day option on the website, but when they went to process the change the system gave them an option for a 90 day version as well; but the 90 day version lacked US calling/sms/data just like you experienced. And it didn't actually have a discount, you just prepaid for 90 days instead of 30. All this is to say that what they're telling you makes sense.

[Clydethedog]

Here's the explanation of what'a happening right from the agent: "I checked and currently your account has the $120 ULCW(Unlimited Canda-Wide) Base Plan-225GB-5G. The promo plan is for 30 days and doesn't have a 90-day version. The only 90-day plan with 225 GB of Data at 5G speed is Canada-wide only." Nothing was said of the plan switch when it was offered at sign-up time. I thought they simply wanted a three-month payment for convenience. Not so! But in their defense, they switched me back to the one-month plan with the US access -- no problem.

As for calling, it's just the area code and number, no '1' in front of it. You do get a warning of long distance charges that you ignore.

So far, I've tried it Canada to the US. Wednesday, I go across the border and I'll try things there. I was warned there are some number combinations (area codes & exchanges) PM can't access: 712-432, 605-562, 641-552, 605-475, 605-477, 712-775, 559-726. I wonder if there's more listed somewhere.

Keep you updated ... Jim

[Clydethedog]

My sister in law is in the us. Also i have a voice over internet phone registered with a Niagara Falls NY number. Neither work. 

[DennyCrane]

@Clydethedog Are you in the US now? Bring able to make phone calls is dependent on having a VoLTE compatible device. If you're in Canada this won't matter.

https://www.publicmobile.ca/en/on/get-help/articles/volte

[Clydethedog]

A CS agent confirmed it was in my plan and to put the 1 in front. That did not work. I am calling myself on a voit line from the US. It is in working order. It is late. It can wait until tomorrow. Thanks for responding.

[DennyCrane]

@Clydethedog Oh yes. And you confirmed you're actually on that plan? That's really odd. You're making sure to put a 1 before the area code? And have you tried some other US numbers to confirm it's not an issue with the particular number you're trying to call?

[Clydethedog]

The plan (75GB) I am on is still advertising it. That was a major reason for picking that plan. What is anyone going to do with 75GB.

[DennyCrane]

Are you sure you're in the Canada/US plan? It was only available until March 4th, and after that the same plan became Canada only.

[hairbag1]

@Clydethedog 

as long as your call to the US completes successfully, you can just ignore that message. You won't be billed for anything more than the plan you currently have.

[hTideGnow]

Hi @Clydethedog  you tried calling with a 1 in front of the 10 digits ? 

Another person had the same issue and need support agent to look into it and fix the account.  If you called without a 1 and no success, 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  

[Chalupa_Batman]

Hello @Clydethedog 

If you just changed plans, it may take a bit for it to cycle through. Restarting your phone may help. To confirm you ARE on the this plan, please open the app and look at the subscription section.

[Sansan]

Can you reboot your phone and try again. 

Did you verify that the plan was changed successfully?