Cannot access Voicemail

[mrs_h]

I can't get into VM as it says all the minutes have been used.  This is on the $25 plan that indicates it is has unlimited Canada wide minutes available.  Are VM minutes outside of that?  If so, how many minutes are permitted per month?

I've tested the SIM card on a phone that normally uses a PM SIM and receives voicemail no problem.

TIA for any assistance. 

[dust2dust]

Ok you tried the sim in another phone and got the same result. Did you try to call any other number? Can the phone answer a call?

Try the trick of suspending and resuming the account. Log in, plan & add-ons, lost/stolen, suspend, log out, log in, plan & add-ons, lost.stolen, resume, log out, restart phone.

This will have an effect on your next renewal but we just want the service working again.

[mrs_h]

Someone else suggested a reset. I have rebooted the phone several times. 

It is a Maxwest Neo LTE flip phone I've set up for my elderly mom.  The manual isn't helpful and there isn't much on YouTube.  I don't think it's the hardware anyway as when I put the SIM into my iPhone, I got the same response.  No request for a PIN, just that all the minutes were used and I could dial #611 to add more.

I've set up two other phones (iPhones) on PM and never had a single problem but this one has been filled with difficulties.

[dust2dust]

I am not suggesting any reset. I'm wondering what you're trying to do. You started out asking about trouble accessing voicemail. You were offered some workarounds while we're wondering about some questions.

There will be a setting in the phone for connecting to voicemail. I think this number is either wrong or invalid. If you could answer what the make and model of the phone is maybe we can find where that is. Or you could check your usage logs on the account.

[mrs_h]

There is nowhere else on the phone to do a reset.  This is not a smartphone.

[mrs_h]

Where would I enter that?  This is not a smartphone.

[mrs_h]

There is nowhere else to reset a password that I can find.  This is not a smartphone.

[14ALL41]

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@mrs_h wrote:

Thanks for the response.  This was just set up a couple of months ago and it says it is a Canada wide plan.  It's a new flip phone.  It is no longer accepting the passcode I set up for it so I can't get it back to factory settings.  It looks like I have two attempts left, then I guess it's headed for the recycle bin. 

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This is PHONE password? Nothing to do with PM PIN?????

Usually many bad password lead to factory reset and wipeout phone. Sometimes it is good like hard reboot. What manual said after all password attempt fail? Garbage or wipeout?

[hTideGnow]

Hi @mrs_h   is that a passcode to access the phone?  sound like  you are talking about device PIN cod instead of PM's PIN.  

[dust2dust]

Wait, what? This is a new and very different thing. What passcode? Why are you thinking of a factory reset?

[mrs_h]

Thanks for the response.  This was just set up a couple of months ago and it says it is a Canada wide plan.  It's a new flip phone.  It is no longer accepting the passcode I set up for it so I can't get it back to factory settings.  It looks like I have two attempts left, then I guess it's headed for the recycle bin. 

[dust2dust]

It looks like the voicemail number set up on your phone is invalid. Are you able to find it in your phone settings? What kind of phone is it? iOS or Android?

[hTideGnow]

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@mrs_h wrote:

Sorry, yes, I managed to get in that way. 

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HI @mrs_h   Good, at least you have a way to get to your VM

i think you can try to reseat your SIM and maybe it helps.  

Also, you try to use your phone to call VM somewhere else (from where you have been having the error).   

[mrs_h]

Sorry, yes, I managed to get in that way. 

[hTideGnow]

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@mrs_h wrote:

What are those numbers?  Who do they belong to?

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HI @mrs_h   Try to call those number.  No worry, they are the direct number to access voicemail.  Your phone actually pre-programmed to call one of those numbers  🙂

[esjliv]

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@mrs_h wrote:

What are those numbers?  Who do they belong to?

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@mrs_h - those are voicemail numbers that the company uses to redirect customers calls to.

If you call any of them from your device, they should prompt you for your voicemail.

If you do not have any voicemail contact listed in your phone now, try calling one of the BC numbers, if the call connects save it as a contact listed under Voicemail in your phone.

[hTideGnow]

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@mrs_h wrote:

  Have tried from landline.  I get the same message.  "You've used up all available minutes.  

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HI @mrs_h   You got the same error when calling from a landline?  On a landline, you call your own phone number and press * , did you?

[mrs_h]

I can log in and it looks like all is in order on the plan.  Paid up, etc.  Have not used VM.

BTW, this is the second SIM card.  First one was faulty for other reasons.

[mrs_h]

What are those numbers?  Who do they belong to?

[mrs_h]

Have tried the SIM in a different phone that works with a different PM card. Have rebooted.  Have tried from landline.  I get the same message.  "You've used up all available minutes.  Please #611 to purchase more minutes."

[esjliv]

@mrs_h - you have unlimited minutes if you are on the current in-market $25 plan. Now, there was a period of time where plans were provincial calling only. Do you happen to be on a provincial calling plan? Because, if you have your voicemail number set up outside of your region this could be the reason.

If you are on a Canada-Wide calling plan, try to perform a Reset of your device's Network Settings. This can sometimes help finicky things with the network, including voicemail.

This also resets Wi-Fi networks and passwords, cellular settings, and VPN and APN settings that you've used before.

Iphone:

To Reset Network Settings, begin by opening the Settings app. Next, tap General -> Transfer or Reset iPhone -> Reset -> Reset Network Settings. and enter your passcode.

Your iPhone will reset network settings and restart itself.

android:

Find and tap Settings > System > Advanced > Reset options > Reset network settings.

If you are on a Provincial calling plan, check here for the voicemail number that is local to you. Then delete your current voicemail contact, and readd the local one.

https://productioncommunity.publicmobile.ca/t5/Get-Support/Updated-list-of-Voicemail-Access-Numbers/...

**Also, consider changing your plan to the Canada-wide calling plan, if this is your case. Same price, but better. Just be sure to plan a schedule change on next renewal. Since, if you change immediately, you will lose out on any current funds already paid in this cycle.

[hTideGnow]

HI @mrs_h   is your outgoing calls working?  You just have probably accessing Voicemail?

can you try to manually dial one of these BC voicemail number and see if they work:

778-580-4001 BC Whalley outside greater Vancouver area
778-580-4002 BC Whalley greater Vancouver area
778-580-4003 BC Whalley Outside greater Vancouver area
778-581-4001 BC Whalley BC 250
778-581-4002 BC Whalley BC 250

[mrs_h]

No. BC

[mrs_h]

Have rebooted and tried from a phone that normally uses a PM card and has no problems.

Still getting the same message:  You have used all your minutes. Sounds like it may be mixed up with data usage, which would also be incorrect as the user doesn't use data.  This is for use as a telephone only. 

[Meow]

Outgoing minutes are unlimited for your plan so accessing vmail should not be a problem.

Did you try to access vmail from other phone calling access number?

Maybe little reboot might help?

[dust2dust]

Disappearing replies. Dial 1-778-580-4001. Are you in NS?

[hTideGnow]

HI @mrs_h   For $25 plan, it is unlimited outgoing calls and you can call voicemail too

That minutes used up message is a system glitch, please reboot  your phone and try again.

If you need to access VM urgently, you can also access  from a landline

[JoyLuck]

@mrs_h 

On the $25 plan there should be no problems. Can you log into self service to confirm your plan. Have you been able to access VM before?