Can't make phone calls

[zouloum]

When ever I try to make a phone call, I get a message saying that talk is not included in my plan.

I do not have talk included in my plan, however I do have a 400 minute add on.

[wetcoaster]

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@Sam2016 wrote:

I can't make phone calls even if have a plan. My number:

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@Sam2016

Please remove your phone number from your post ASAP - this is a public forum.

You also have posted in a 1.5 year old and solved thread - for future reference you'll have a better chance of getting help if you start a new topic with more details.

What plan are you on?

When was your renewal date?

What does your self serve account say?

What phone do you use?

Any phone related changes that could cause this (recent system updates? Is airplane mode on? etc)?

Have you rebooted your phone?

Is your SIM card fully functional in another unlocked phone (or locked to Koodo or Telus)?

If you are sure that it's not a hardware issue you should reach out to the moderator team - they are PM employees and can help with account issues. They have left for the night but will be back in office tomorrow at 9am eastern. Working on a first come, first serve basis, they will get back to you as soon a they can.

Use this link to send a private message to the @Moderator_Team, include all relevant information in your message, such as account number, phone number, detailed problem description.

More information on contacting the mods: https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Updated-Contacting-our-Community-Moder...

[Sam2016]

I can't make phone calls even if have a plan. My number: 613-581-3097.

[Mary_M]

Good morning @zouloum

As our other members have mentioned, you need a base talk plan to get your 400 minutes working.

We'll see what we can do, please provide me with your phone number by private message 🙂

Cheers,

Mary

[JaK]

Oh, that's not good, looks like you were already on the new plan, just after launch. So yes the system probably forfeited the remainder of your 90 days and charged you for a new 90 day plan. Sometimes the moderators are still able to clean this type of thing up, hopefully one will be in touch tomorrow.

[zouloum]

@JaK I had no voice, global text and 3gb data for 90 days.

The scheduled renewal was on october 29th if I remember correctly.

[JaK]

@zouloum

What plan did you have and when was is scheduled for renewal?

There was a special opportunity put in place with the introduction of the new plans a couple weeks ago that if you were on a 90 day plan and less than 45 days into your cycle you could switch to a new plan and get a credit if less or only pay the difference if more. To take advantage of the opportunity you needed a PM staffer to do it for you. For all 10 and 30 day plans, and 90 day plans with more than 45 days done, you forfiet the remaining days on your plan if you switch before renewal. Note this was a 1 time thing, normally all plans forfiet the remaining days if switched before renewal.

[NDesai]

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@zouloum wrote:

@NDesai What's the credit/refund thing? When I tried to change plans, it asked my to put money in (top off) and I think it charged me 120$ plus an additionnal 60$ called "3 choices" do you know what that is? Did I just pay an additional 3 months?

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That additional $60 is the discount you get. That is a credit not debit. Looks like you will need help from PM staff member in order to get the refund. @Shazia_K @Mary_M

They will be online tomorrow so check back tomorrow morning. 

Thank you for your patient. 

[zouloum]

@NDesai What's the credit/refund thing? When I tried to change plans, it asked my to put money in (top off) and I think it charged me 120$ plus an additionnal 60$ called "3 choices" do you know what that is? Did I just pay an additional 3 months?

[NDesai]

As said by @JaK, you have to have talk in your plan in order to use that long distance add-on.

You can make changes to your plan and have it take affect during the next renewal OR if its been less than 45 days, you can get credits/refund and get on the new 6GB plan. 

[Pier]

I thought he had a base plan. You're right in that case.

[JaK · Accepted solution]

No, unfortunately @Pier, that is not correct, nothing the moderators can do to fix this case.

@zouloum, the problem is that you do not have a base talk piece to your plan (as you have stated). Long distance add-on minutes do not work without base talk in your plan. So, the only option you have if you want to make calls is either add a base talk piece or if you have data then you could use a phone app, like Fongo. Sorry, (and PM really shouldn't sell LD add-ons to someone without a talk plan...)

[Pier]

Hello!

Reboot your phone and try making call. If that doesn't help, inbox Shazia_K in private along with your information and she would be very glad to solve the problem for you.

Best,