Can’t make LD call with no minutes used

[D_T]

I have not used any LD minutes and have unlimited Canada wide calling but can’t make a LD call. Get message sorry, all my minutes used, to purchase more minutes dial *611 or go to website to buy more. This has never happened before! 

[esjliv]

@D_T - If you have unlimited, Canada-wide calling, you should not be receiving that message. But, it still has been known to happen to others as well.

Does the call still complete, even after adding a '1' and the message presents itself?

If so, ignore that message, hopefully that will go away on its own.

If the call does not complete try restarting your phone does not help, try

• toggling into airplane mode, or
• removing your SIM card then gently inserting it, or 
• try your SIM card into another another device, see if issues persists. Then replace the SIM card into your phone.

This should clear up on its own, even after all the suggested troubleshooting is not helping.

But, if issues are persisting, submit a ticket to CSA for assistance.

To contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

edit, missing word

[BKNS27]

@computergeek541 

LoL you are correct…my mind was elsewhere since I spent 3 hours going back and forth to Costco. Purchased an upright freezer on sale, when I got home there was a dent on the door. Replacement had a dent on the top of the door. Finally third one was OK.

[computergeek541]

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@BKNS27 wrote:

@D_T 

Maybe login to your account and see if the 1000 minutes are still in the My Data & Add-on section. If it show xxx/1000 minutes then somehow the minutes has been used, it will list all calls in View My Usage.

If the xxx/1000 minutes has disappeared in My Data & Add-ons then it is all used up.

Any discrepancies, contact a CS_Agent to investigate and straighten out via private messaging or create a ticket via SIMon Chatbot. 

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The 1000 Canadian long distance minutes and how many of those minutes are remaining wouldn't factor in as this customer has unlimited Canada-wide calling.

[BKNS27]

@D_T 

Maybe login to your account and see if the 1000 minutes are still in the My Data & Add-on section. If it show xxx/1000 minutes then somehow the minutes has been used, it will list all calls in View My Usage.

If the xxx/1000 minutes has disappeared in My Data & Add-ons then it is all used up.

Any discrepancies, contact a CS_Agent to investigate and straighten out via private messaging or create a ticket via SIMon Chatbot. 

[D_T]

Unlimited Canada calling and have a bonus 1000 minutes LD. Calling a Canada number. Phone was rebooted. Thanks.

[DDM69]

Here’s how to contact Customer Support Agent by CS_Agent,

• Get help with your account the easy way by starting a conversation with our virtual assistant, Simon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to Customer Service by CS_Agent. Click Here to get started.

[D_T]

It is a Cdn number and yes, I put 1 ahead if it. Thanks.

[Dunkman]

@D_T 

Which plan are you on?  Where are you trying to call? Outside Canada?  Is text and data working fine?

Maybe try rebooting your phone.  

[DDM69]

Can you confirm this is not a US phone number you are calling?  I assume you are putting a 1 in front of the long distance number...