Can't phone or receiving incoming calls any more

[Pieter]

Hi all,

I have a $15 plan since April this year with 100 min Canada-wide talks and unlimited incoming calls and autopay. However, today I found out that I am no longer able to make a call: when I tried to call my spouse, my phone told me that "long distance calling is not supported by your plan". Before, I was always able to call her.

Furthermore, she and other people were not able to call me: the call just stopped on their side, while I did not get a notification that someone tried to call me.

Some additional info:

I am still able to text and receive text messages.

I suspect that the problem started earlier:

- on 2 October, I got a text message from PM that I had only 10 minutes left on my plan, but that is not true according to my Usage History

- on October 5, I had an incoming call that was abruptly stopped and the person calling me could not call me back (I then didn't realize the problem could have been on my side)

Any help would be appreciated as this is inconvenient!

Many thanks in advance

[GinYVR]

@PieterCan you go into your selfserve page.. click on the My Plan link on that page and post your result? Do you have entries like

• - 100 Minutes Canada-Wide Talk + Unlimited Incoming Minutes
• - 250 MB at 3G speed
• - Unlimited International Text
  
  If not, you might be on an old plan and it might be a good idea to upgrade to a newer plan.

[geopublic]

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@Pieter wrote:

Thanks all for the many suggestions; I have submitted a ticket

Just for info:

- I signed up in April this year

- Apparently I have used all my 100 minutes but that must be incorrect

- I am not able to receive any calls

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@Pieter If you are on the new $15 plan then you should be able to receive calls.

[Pieter]

Thanks all for the many suggestions; I have submitted a ticket

Just for info:

- I signed up in April this year

- Apparently I have used all my 100 minutes but that must be incorrect

- I am not able to receive any calls

[popping]

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@popping wrote:

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@Pieter wrote:

@GR  thanks for your reply.

I see a tab "Data & Data Add-Ons" and "Text Messages" but no info about calls. So according to that page "If a feature is not listed above, it may have been fully consumed and no longer available for use. " -->  but why is it no longer available?

I have restarted my phone earlier today with no success

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I have a $15 plan too.

The following is my usage lines showing on my overview page after login.  I have used 31 minutes of my 100 outgoing minutes.  If you don't see this line, you had used all your outgoing minutes.  To test it, ask your wife to call you.  You should be still able to receive call as your $15 plan has unlimted incoming calls. 

• Data & Add-Ons	Amount Used
  100 Minutes Canada-Wide Talk	31  /  100 MIN
  1GB Promo	0  /  1024 MB
  250 MB at 3G speed	78.864  /  250 MB

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@Pieter 

You can purchase the $5 500  minutes add-on.  Add-on minutes does not expire.  Any unused minutes will be roll over to next cycle until they are consumed.

[geopublic]

@Pieter  If the call minutes counter is missing it means that you have used up you minute allotment. When did you signup for this plan? My understanding is that there are two versions of the $15 plan. The new version includes unlimited incoming minutes. To fix your issue purchase the 500 minute calling addon for $5. If you are on the older $15 plan you should schedule a plan change to the newer version on your next renewal.

[popping]

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@Pieter wrote:

@GR  thanks for your reply.

I see a tab "Data & Data Add-Ons" and "Text Messages" but no info about calls. So according to that page "If a feature is not listed above, it may have been fully consumed and no longer available for use. " -->  but why is it no longer available?

I have restarted my phone earlier today with no success

---

I have a $15 plan too.

The following is my usage lines showing on my overview page after login.  I have used 31 minutes of my 100 outgoing minutes.  If you don't see this line, you had used all your outgoing minutes.  To test it, ask your wife to call you.  You should be still able to receive call as your $15 plan has unlimted incoming calls. 

• Data & Add-Ons	Amount Used
  100 Minutes Canada-Wide Talk	31  /  100 MIN
  1GB Promo	0  /  1024 MB
  250 MB at 3G speed	78.864  /  250 MB

[GR]

@Pieter   try @totalUser suggestion and buy the 5$ 500 minute add on to see if that let's you make and receive calls until the moderators help you out

[totalUser]

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@Pieter wrote:

@GR  thanks for your reply.

I see a tab "Data & Data Add-Ons" and "Text Messages" but no info about calls. So according to that page "If a feature is not listed above, it may have been fully consumed and no longer available for use. " -->  but why is it no longer available?

I have restarted my phone earlier today with no success

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Hi @Pieter 

You don't have anymore outgoing mins. You can buy 500 for $5 and they don't expire you can carry them month to month until you use them up completely

Your incoming should work, you should contact moderators about it.

Check your usage and make sure that public mobile counter is right and they were not counting incoming minutes too. How far are you into your cycle?

[GR]

@Pieter  sounds like you should message the moderator_team and ask them to check in your account. Click her to start a conversation with Simon the chat bot and you should get a ticket and the moderators will get back to you usually within 48 hours

https://publicmobile.ca.ada.support/chat/

[Pieter]

@GinYVRthanks for your suggestions.

I have checked and the last payement occurred correctly (15 September).

Also, I use a flip phone with wifi disabled 🙂

[Pieter]

@GR  thanks for your reply.

I see a tab "Data & Data Add-Ons" and "Text Messages" but no info about calls. So according to that page "If a feature is not listed above, it may have been fully consumed and no longer available for use. " -->  but why is it no longer available?

I have restarted my phone earlier today with no success

[GinYVR]

@PieterLog into your selfserve account and see when your account renewal is and whether the account has been renewed correctly. Since $15 has free incoming and you have indicated no one can call you, it sounds like your plan (if on autopay) didn't renew.

Also make sure you are not sending / receiving text over wifi. That would give you a false impression that your Public Mobile account is working correctly.

[GR]

@Pieter you should log in to your account just to see what it says under add ons, it should show how many outgoing minutes you have left.  Also you should restart your phone