Canada US account

[LucyJean]

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.

[hTideGnow]

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@LucyJean wrote:

The Can/US plan is not a full plan and only allows US calls from within the US.

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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     

[LucyJean]

The Can/US plan is not a full plan and only allows US calls from within the US.

[hTideGnow]

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@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).

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hi @LucyJean 

this is not true.  you CAN call US from Canada as well. 

[LucyJean]

The plan is not a true Canada/US plan as you can only call to US numbers from within the US

[LucyJean]

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).

[LucyJean]

I checked when purchasing and the plan covers PuertoRico.

[LucyJean]

I double checked my plan and it is the Can/US plan 

[Phil_Adelphus]

@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?

[will13am]

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@hairbag1 wrote:

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@will13am wrote:

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@hairbag1 wrote:

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@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

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Incorrect...customer is able to consider PR as part of US calling.

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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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Well, PR is part of US so I don't see why it isn't included....along with US Virgin Islands also.

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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).

[hairbag1]

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@will13am wrote:

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@hairbag1 wrote:

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@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

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Incorrect...customer is able to consider PR as part of US calling.

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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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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

[TheSterlinger]

Yes, I realized.

[will13am]

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@hairbag1 wrote:

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@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

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Incorrect...customer is able to consider PR as part of US calling.

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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.  

[hairbag1]

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@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

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Incorrect...customer is able to consider PR as part of US calling.

[TheSterlinger]

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

[hTideGnow]

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