Can't Dial Out

[Stephhhle]

All of a sudden today I can't Dial out. I keep getting the response that they're unable to complete the call and I need to add it onto the plan as it's a long distance call. However, it's to my voicemail and it won't let me dial into that. Thoughts?

[esjliv]

Hello @Stephhhle , 

Is the only issue calling out?

Can you receive calls? And are your texting and data services working? If so, are you out of minutes like @Dunkman  posts.

If you are showing no minutes (no line showing) on your OVERVIEW tab in your SELF SERVE account, then you are all used up.

*fyi - calling your voicemail from your Public Mobile device uses your outgoing minutes (that is, if you have a limited calling plan).

Try to use a wifi calling app or another line to check your voicemail so you do not use up any minutes.

If all your other services are NOT working, try one or more of the below:

*turn off your phone, leave off for a minutes, then reboot

*removing your SIM for a few minutes, then reinserting it

*go into airplane mode for a few minutes, then going back to regular mode (@macsal also mentions this, and may do the trick)

*reboot your phone again

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-digits 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

A. 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. 

B. 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 activity. Make sure you change your passwords to these accounts immediately. 

[Spudster]

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@macsal wrote:

HI @Stephhhle ,

I got a weird message similar to that.

If you just ignore it the message, will the call complete anyway?

Try going into airplane mode for a minute, then back to regular mode. Try again.

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I get weird messages all the time, too.

Usually, though, it's from wacky family members happy about some deal they got...

@Stephhhle ,  try a network reset.

[HALIMACS]

@Stephhhle 

Is plan showing active?  Do other service work (incoming calls, texting in and out)?

Please confirm exact Plan type displayed on self serve.

Also, can you screen shot this below for us?

[macsal]

HI @Stephhhle ,

I got a weird message similar to that.

If you just ignore it the message, will the call complete anyway?

Try going into airplane mode for a minute, then back to regular mode. Try again.

[Dunkman · Accepted solution]

@Stephhhle 

Are you on the $10 or $15 plan with limited talk minutes?  If so, then you likely ran out of minutes.  Calling your voicemail will use up minutes if you are on the limited talk plans.  You could purchase a $5 talk add on for 500 Cdn minutes.  Unused minutes does roll over to next month. 

[JK8]

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@Stephhhle wrote:

All of a sudden today I can't Dial out. I keep getting the response that they're unable to complete the call and I need to add it onto the plan as it's a long distance call. However, it's to my voicemail and it won't let me dial into that. Thoughts?

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Can you try adding a 1 to the number? What plan are you on?

[Anonymous]

 @Stephhhle : Are you able to log in to your self -serve account? Is the status active? Which plan are you on? If the $15 plan then perhaps you're out of minutes. If an older provincial plan then maybe you're another victim of a provincial plan problem that sprung up recently.