Can't Call Out Any More -- Help Needed for MEDICAL CALLS !!!

[sharonboutilier]

Hi. Please help ASAP

This phone is needed for Medical Calls.

Been using the service for a long time, nothing has changed.

Whenever a call is made (just local) a voice comes on and say, 

"Sorry can't complete the call - You do not have a long distance plan. Dial *611 to add a plan to your service."

I checked and calls can come in.

I don't have text, just talk, flip phone. And I noticed when Public Mobile, etc... tries to send a text message, now it Fails... It used to receive them but said can not read.  Now it's Failed.

PLEASE, this phone is needed ASAP.

Powered Down, Removed Battery and SIm, reinstalled, tried again. Nothing.

Once, the message came on and after it, it dialed, but only once.

I am paid up and on autopay, so it's not a money issue either.

Please ASAP.

[sharonboutilier]

They "were" responsive. Asked for all my contact info to reach out... and then went dead..........

[sharonboutilier]

Hi.

No one checks minutes, mom has unlimited. She got rid of her landline so she would always have the phone with her.  She is not about to start having to calculate minutes or she will go back to landline.  I don't blame her. She got this to be a safe, no hassle phone option.

There is no $15 or $20 plan showing in my options.  The base plan is now listed as $25 unlimited talk, text and a little data (she doesnt use the text or data).

She had $20 talk.

She gets $2 autopay off and $1 loyalty.

[darlicious]

@sharonboutilier 

Hopefully they get in touch in the next 20 min. before they close for the day. But I don't see any reason why they wont credit you the $5 back onto the account. I have already tagged a couple of managers who should address the problem for customers affected similar to how they did 2 years ago.

Just how much outbound calling is made on this phone? Assuming that there is already $2 autopay and $2 in loyalty rewards the monthly cost of the plan is $18? Unless there is more than 600 minutes of outgoing calling  you would be better off switching to the $15 plan.

Simply add the $5/500min add on as needed. The add on rolls over so if the average calling each cycle is 200 min (100 plan min+100 add on min) the $5/500min add on will last 5 months and add $1 to the monthly cost ($15plan+$1 add on=$16-$4 rewards=$12 per month vs $18 currently.)

Plus set a reminder to check in at the beginning of December each year to get the free gifts pm has been giving out the last couple of years or check the text messages on the phone as these promotions are texted out (this past xmas it was 2gb of data and 500 international calling minutes.)

Consider making this change after you are credited the $5 for the add on and you can schedule it to occur on your next renewal. The add on will carry over to the new plan.

[sharonboutilier]

Yes, I can access add-ons.

I'm waiting, the support team was supposed to reach out to me - haven't yet so giving it a little time before we decide what to do.

Landline again is starting to look good.

[darlicious]

@sharonboutilier 

Do you have access to the account to purchase the add on?

[sharonboutilier]

Fraid nothing like that is used.

This is a flip phone.  There's no computer use, no text or anything.

Just open phone and talk.

[kselmak]

@sharonboutilier 

If you like your plan don't give it up yet

If you have access to WiFi you can use Fongo for free from your smartphone

If you don't have smartphone you can use TextNow from any browser

Both will give you free second number and unlimited calls to Canada

Both are great second service and fallback for any cell provider

This is just until you have your calls resolved with moderators

I would suggest fongo as you can forward for free calls from fongo to your cellphone once your service is back

[Anonymous]

The OP of this thread not so much but some may indeed find that the quick fix to regain calling is to do an immediate plan change to an actually more economical plan. Another thread said they got credited the remaining prepaid amount even.

[darlicious]

@Catherine_T @Alan_K 

Seems this is an old glitch that has reoccurred are you going to offer an add on as before to affected customers until it is fixed? Please see the link in my previous post.

[darlicious]

@Anonymous 

Actually you are correct as I did a little more research on the issue and found the following thread which is probably an old glitch that has reared its ugly head again.

@sharonboutilier 

Purchase the $5/500min add on then ask the moderators for a credit until pm fixes the issue.

https://productioncommunity.publicmobile.ca/t5/Announcements/RESOLVED-Select-customers-on-Province-wide-talk-plans/m-p/340724

[HALIMACS]

Not that this makes your situation better, @sharonboutilier , but at least 911 can be called from anywhere in Canada, with or without service AND with or without a SIM card.

There's at least something to be comforted by.... i guess.

[Anonymous]

 @darlicious : How do you come by thinking the add-on won't work? I think it's worth the try as it adds some form of outgoing calling to the account. It may work. It may not work. But I'm not asserting either way unlike your thinking it won't.

[darlicious]

@sharonboutilier 

I don't think the add on is going to help the moderators need to reset your account and hsve the tech team look jnto the issue. Heres the info you need for private messsging the moderators....

Edit: Correction....in fact @Anonymous is correct the $5/500min would fix the issue in the meantime until pm fixes the real problem causing the glitch.

Contact the moderators by sending a private message and leave a detailed message explaining your issue and the info to verify your account by including the following information:

1. Full name and address on account.
2. Email, phone # and pin #.

 If you cannot remember your pin # include at least three of the following:

1. Date of birth
2. Last payment, date, amount, type and last 4 digits.
3. Alternate phone number if any.
4. Security question and answer.
5. Plan amount, any add ons or promos on account.
6. Last 4 digits of sim card.
7. Any rewards in your account.
8. Autopay y/n?

 The average wait time is 2 to 4 hours during working hours but with non urgent issues be prepared to wait up to 48 hours. Wait times seem to have improved and are (hopefully) back down to a few hours....

Keep an eye on your private message box (the envelope icon) next to your avatar at the top right corner of your screen for a little bubble to pop up indicating a message from the moderators. Responding promptly will speed up service times.

To send a private message to the moderators click below:

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

[Anonymous]

 @sharonboutilier : Agreed. It seems to be becoming a huge problem with those still having provincial calling.

Ok. So since it's not your account I understand why you wouldn't know about some freebies the company gave out to existing customers over the last couple Xmas's.

The $5 add-on is available in the self-serve under the Purchase Add-ons button lower-ish middle. You would need to pay in some money from either of the methods available and then buy the add-on.

But in this meantime you need to contact the moderators. You'll need to know all the verification of the account holder and then just look like you're them.

[sharonboutilier]

I did just manage to email a mod, so, all she can do now is wait.

She is very much not happy.

[sharonboutilier]

 I dont know what you mean, Free Gifts?

$5 Add on?

I'm making this post for my mother.

I signed her up to this darn account thinking it would be ok because I used it with all the bells and whistles (even though it sometimes glitches with no long distance but clears up for me).

I don't come on this board unless there is a problem.

This is a big one.

[Anonymous]

 @sharonboutilier : Then all you can do is continue to muddle through that stupid chatbot to get to a ticket submission form. I know it sucks. I highly doubt it's a scam. It's some kind of bug. I don't know. I don't have anything official. But I would like to suggest you buy the $5 add-on and see if you can get some calling back. Or didn't you pick up the free gifts through the last couple Xmas seasons?

[esjliv]

Hi @sharonboutilier ,

Try this link for private message to MODS:

Private Message to Public Mobile Moderators (PM Customer Service Representatives)

[sharonboutilier]

Everything checks out with my phone, the sim, account Active.

There are no plans that just let me talk unlimited in my province. Right now I can not call another phone within my own house.

The only other plan is $5 more for Canadawide and text/data.  AND public mobile JUST took payment from my credit card, so I would lose a month changing.

The Chat Bot will not work for me.

[Anonymous]

 @sharonboutilier : Right. In another thread, a customer went through the moderators to change their plan to a roughly equal cost plan with more features and also got credited back some value of the previous plan which is off-policy which was very nice.

You could do your own immediate plan change to another plan. Or you could buy the $5 Canada long distance add-on and see if that works until your next renewal. Doing that you can change your plan for the renewal rather than immediate.

The cause of all this seems to be some system bug that has risen up for provincial plan holders. At least that's my theory.

Edit: I understand you only need talk but you could probably end up actually paying less for talk plus some features that you don't or won't use. But still paying less.

[esjliv · Accepted solution]

Hello @sharonboutilier ,

It sounds like you have done some trouble shooting. 

What does you SELF SERVE account status say? IS it active?

Check the 4-digits of your SIM match the 4-digits listed on your SELF SERVE account, found here, under "Change Sim Card":

If the 4-digts DO NOT match, then it appears someone has been fraudulent (SIM-jacked) on your account. 

Change passwords and security questions to your SELF SERVE account right away, and check your financials. 

1. Log into your Self-Serve account
2. Go to Plan and Add-Ons > Lost/Stolen Phone
3. Select Suspend Service

1. Let the moderators know about this as well, submit a ticket here – to be connected to the Fraud Management Moderator team who will be able to restore your original SIM card. 

Also recommended to contact your financial institutions to ensure your banking and credit card accounts have not been accessed and checking your social media accounts for any suspicious

IF YOUR SIM #'s do match GREAT!

Contact mods to check on your account.

To contact the Public Mobile Moderator_Team, there are two ways to reach them:

1 -  Click the bubble comment circle on the bottom right hand side of your screen, or use this link to: Get Help With SIMon the Public Mobile chatbot

OR

2 - Use this link to:

Private Message to Public Mobile Moderators (PM Customer Service Representatives)

[sharonboutilier]

I checked about changing plan as it seems by other people, this is a scam to make you need to update your plan.

Problem is there is nothing similar. I ONLY use talk, no text, no data. I'm older and just need a phone line.  

[sharonboutilier]

Unlimited Provinical for $20

[Anonymous]

 @sharonboutilier : Are you on a provincial plan? Or are you on a limited minute plan?