Canada US account
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07-30-2024 02:33 PM
I have the $35 Can/Us talk and text plan that tells me I have used all of my US minutes when I try to call Puerto Rico when I have not used any US minutes. My account is paid up to date. My grand daughter also has the same problem. We both purchased this plan to travel this summer.
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08-07-2024 10:04 AM
@LucyJean wrote:The Can/US plan is not a full plan and only allows US calls from within the US.
hi @LucyJean
that is wrong
the Canada/US plan is a full plan and allows US calls from Canada
I have the same plan and I just called a US number from Canada without problem
if you have problem calling US, reboot your phone once and try again
if still fails, please open ticket with PM support
please submit a ticket with CS Agent using this Chatbot link: https://widget.telus.tiia.ai/publicmobile/publicmobile.html Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
If any issue with ticket submission, you can submit by direct message:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
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08-07-2024 10:00 AM
The Can/US plan is not a full plan and only allows US calls from within the US.
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08-07-2024 09:57 AM
@LucyJean wrote:I finally got a definitive answer. The plan is not a true Canada/US plan as it only allows US calls to be made in the US. To call the US from Canada requires an add on (my Telus Can/US plan allows this with no add on).
hi @LucyJean
this is not true. you CAN call US from Canada as well.
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08-07-2024 09:57 AM
The plan is not a true Canada/US plan as you can only call to US numbers from within the US
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08-07-2024 09:55 AM
I finally got a definitive answer. The plan is not a true Canada/US plan as it only allows US calls to be made in the US. To call the US from Canada requires an add on (my Telus Can/US plan allows this with no add on).
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07-30-2024 08:48 PM
I checked when purchasing and the plan covers PuertoRico.
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07-30-2024 08:46 PM
I double checked my plan and it is the Can/US plan
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07-30-2024 03:52 PM
@LucyJean There were two $34 50GB plans a little while back, one was Canada-US and one was Canada only. Have you verified in your account that you got the right one?
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07-30-2024 03:00 PM
@hairbag1 wrote:
@will13am wrote:
@hairbag1 wrote:
@TheSterlinger wrote:@LucyJean
Puerto Rico is not the United States of America, so you will need the Add-On "300 International Long Distance Minutes" it is $15.00 you can purchase on the add-ons page.
https://myaccount.publicmobile.ca/en/account/manage/shop/addonsIncorrect...customer is able to consider PR as part of US calling.
Are you sure about that? The 300 minute international long distance add-on refers to Puerto Rico as being included in the list of countries covered by that add-on.
Well, PR is part of US so I don't see why it isn't included....along with US Virgin Islands also.
It is kind of confusing when the international roaming add-on mentions Puerto Rico. Customers could buy US minutes for Puerto Rico and save some money. Anyway, I tried calling a Puerto Rico number and it worked on US minutes. However, no such luck calling US Virgin Islands (area code 340).
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07-30-2024 02:44 PM - edited 07-30-2024 05:47 PM
@will13am wrote:
@hairbag1 wrote:
@TheSterlinger wrote:@LucyJean
Puerto Rico is not the United States of America, so you will need the Add-On "300 International Long Distance Minutes" it is $15.00 you can purchase on the add-ons page.
https://myaccount.publicmobile.ca/en/account/manage/shop/addonsIncorrect...customer is able to consider PR as part of US calling.
Are you sure about that? The 300 minute international long distance add-on refers to Puerto Rico as being included in the list of countries covered by that add-on.
Well, PR is part of US so I don't see why it isn't included....along with US Virgin Islands also. edited out USVI
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07-30-2024 02:43 PM
Yes, I realized.
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07-30-2024 02:42 PM
@hairbag1 wrote:
@TheSterlinger wrote:@LucyJean
Puerto Rico is not the United States of America, so you will need the Add-On "300 International Long Distance Minutes" it is $15.00 you can purchase on the add-ons page.
https://myaccount.publicmobile.ca/en/account/manage/shop/addonsIncorrect...customer is able to consider PR as part of US calling.
Are you sure about that? The 300 minute international long distance add-on refers to Puerto Rico as being included in the list of countries covered by that add-on.
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07-30-2024 02:39 PM
@TheSterlinger wrote:@LucyJean
Puerto Rico is not the United States of America, so you will need the Add-On "300 International Long Distance Minutes" it is $15.00 you can purchase on the add-ons page.
https://myaccount.publicmobile.ca/en/account/manage/shop/addons
Incorrect...customer is able to consider PR as part of US calling.
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07-30-2024 02:37 PM - edited 07-30-2024 02:43 PM
It's apart of the plan, try restarting and calling again. If the issue persists contact CS agent via this link. https://myaccount.publicmobile.ca/en/account/manage/shop/addons
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07-30-2024 02:37 PM
HI @LucyJean
it should be part of the roaming and you should be able to call. Did you can by dialing 011-1-number?
Reboot phone and try again. If that does not work, ask support agent to clarify
please submit a ticket with CS Agent using this Chatbot link: https://widget.telus.tiia.ai/publicmobile/publicmobile.html Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
If any issue with ticket submission, you can submit by direct message:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437