Cannot make local calls

[Julyfirst]

I just renewed my plan after two months. I am receiving the following message when trying to make a local call - same area code and literally the other person is in the same location as me and is also a Public Mobile customer.

" Sorry we cannot complete your call. you don’t have an active long distance add on and this call is not covered by your plan get an add on by dialing *611"

[Anonymous]

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@Francesca1 wrote:

i can text and receive calls but can't call out. I don't have a data plan 

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What exact plan are you on?

There are 2 limited-minutes plans. You *might* be on the $15 one where you might have used all your outgoing minutes. Other than the "don't have data plan" wrinkle. Maybe you're just not aware you have a small data bucket to use.

[Triguy]

If you still have problems then contact a moderator.

Moderator can be reached at 

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

It can take 48-72 hours for a response depending on workload.

[Triguy]

Try the lost phone trick. Log in to self-serve. Plan & Add-Ons from top menu. Lost/Stolen Phone from next menu. Suspend Service button. Log out. Wait a few minutes. Log back in and back to Lost/Stolen Phone and Resume Service this time. Log out. Restart phone.

[Francesca1]

i can text and receive calls but can't call out. I don't have a data plan 

[GinYVR]

@Francesca1Is your account active? Can you use the data on your plan if you have any? or send a text?

[hairbag1]

You can try the same steps as was suggested to the original poster...

1. Login to your self serve account.
2. Click on "Plan and Add-Ons" tab.
3. Click on "Lost/Stolen Phone" tab.
4. Click on "Suspend Service" button.
5. Logout and wait for a few mins.
6. Login again and get back to the "Lost/Stolen Phone" tab.
7. Click on "Resume Service" button.
8. Restart your phone.

Let us know if this gets things right.

[Francesca1]

I have the identical issue and am also in Victoria.  It’s really frustrating!!!

[Julyfirst]

Thank you! I appreciate all the help eveyone is trying to give me.

[chrisbasm]

@Julyfirst - The moderators sometimes monitor this community, but private message is the best way to ontact them - which you have done.  Response times can be between a couple of hours and a couple of days, depending on how busy they are.  Hang in there, they will hopefully get to you soon.

[Julyfirst]

I wrote the moderator team last night- no response. Does anyone know if anyone actually monitors these messages? I am getting desperate- I now have two phones neither is working.

I just sent this addtional message:

"I wrote yesterday with no response. Since last week I cannot make or receive any calls! I am getting a voicemail message as follows when I dial;

" Sorry we cannot complete your call. you don’t have an active long distance add on and this call is not covered by your plan get an add on by dialing *611"

Anyone calling me gets a busy signal. This is happening to both my Public Mobile phones (mine and my partners) Her phone was working fine until Saturday past. 

We are paying for a service we are not receiving. I contacted the community and tried all their suggestions without success. 

We are both located in Victoria British Columbia. The numbers are (hidden) and (hidden)

[Julyfirst]

Thanks have contacted them. Hope they respond.

[computergeek541]

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@Julyfirst wrote:

What do I do now? There is no one to call at Public Mobile to help me. Thanks for all the suggestions. 

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There was a message earlier explaining how to contact Public Mobile. To contact the moderators, please go through this link: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[Julyfirst]

I have tried all these suggestions:

Dialed number direct

Dialed number with 1 in front

Self serve reported lost/stolen phone and reactivated

Added $1. to account. Nothing works. I am still getting the same message.

Yes, I recently returned from Mexico but did not use the phone there, I just suspended my service while gone. I was able to use the phone for about a week but I suddenly started to receive the message. 

What do I do now? There is no one to call at Public Mobile to help me. Thanks for all the suggestions. 

[geopublic]

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@Julyfirst wrote:

I just renewed my plan after two months. I am receiving the following message when trying to make a local call - same area code and literally the other person is in the same location as me and is also a Public Mobile customer.

" Sorry we cannot complete your call. you don’t have an active long distance add on and this call is not covered by your plan get an add on by dialing *611"

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Did you by any chance return from abroad? If yes, it's possible that when calling from your contacts it's adding 011 and before the number. What happens if you call the number directly from your phone app?

[cavemantoronto · Accepted solution]

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@Julyfirst wrote:

I just renewed my plan after two months. I am receiving the following message when trying to make a local call - same area code and literally the other person is in the same location as me and is also a Public Mobile customer.

" Sorry we cannot complete your call. you don’t have an active long distance add on and this call is not covered by your plan get an add on by dialing *611"

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If the lost/stolen or dialing 1 doesn't work, try paying $1 to your account.   If that all fails, you need to contact Moderator_Team at https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[popping]

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@Julyfirst wrote:

I just renewed my plan after two months. I am receiving the following message when trying to make a local call - same area code and literally the other person is in the same location as me and is also a Public Mobile customer.

" Sorry we cannot complete your call. you don’t have an active long distance add on and this call is not covered by your plan get an add on by dialing *611"

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Try dialing number with 1 in front of phone number.

[jotsang]

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@Julyfirst wrote:

I just renewed my plan after two months. I am receiving the following message when trying to make a local call - same area code and literally the other person is in the same location as me and is also a Public Mobile customer.

" Sorry we cannot complete your call. you don’t have an active long distance add on and this call is not covered by your plan get an add on by dialing *611"

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Can you make call to another other number? Is it only this number giving you the problem?

You can try lost/stolen trick as follow and see if it helps:

1. Login to your self serve account.
2. Click on "Plan and Add-Ons" tab.
3. Click on "Lost/Stolen Phone" tab.
4. Click on "Suspend Service" button.
5. Logout and wait for a few mins.
6. Login again and get back to the "Lost/Stolen Phone" tab.
7. Click on "Resume Service" button.
8. Restart your phone.