Complain

[ping84338]

My plan includes 100 minutes, but these two months you told me I run out of my time limit. I checked this month, it’s only around 60 minutes, including my Skype calling. Thank you.

[CountyDownIeUk]

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@ping84338 wrote:

My plan includes 100 minutes, but these two months you told me I run out of my time limit.

Look at your usage to account for how the 100 minutes was used. Keep in mind a call, 1 ring, and hang up = 1 minute of usage. 

I checked this month, it’s only around 60 minutes, including my Skype calling.

Skype calling should have nothing to do with your 100 minutes. Skype may affect your data usage. 

Suggestion. Occasionally buy the 500 minute Canada Wide add on for $5. It does not expire until it is all used up. When your new 100 minutes gets assigned....they get used first. 

Thank you.

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Your welcome. 

[Community_QA]

All phone companies round up, mobile, even calling cards, they round up.  So, those quick short call really a killer.  You sure you add them up the way it should be?

[darlicious]

@ping84338 

Is the message you are reporting a voice recording at the beginning of a call? If it mentions it being a long distance call and additional charges may apply you can safely ignore it and allow it to finish and your call will connect. Dial (1) before the phone number to avoid hearing this courtesy message from telus. There is no overages, extra billing or fees at public mobile.

Are you hearing a voice message that you do not have any minutes in your calling plan and your call will not complete? Do you also get this message if you call 611 or a toll free number? This is a glitch that commonly occurs as a new customer but gradually decreases in occurrence the longer you are a customer.

Usually powering off your phone for 10 minutes and then rebooting your phone and calling a frequently called number by manually dialing will allow the call to connect. All calls afterwards will connect as usual. You can report back if this was successful or not and we can continue to troubleshoot with you if needed.

Public Mobile will always send you a text message from 611 telling you when you have 10 minutes remaining in your plan. Once fully consumed your 100 outgoing minutes line and minute counter will disappear from your overview page.

Purchasing the $5/500min add on is an excellent suggestion by @hairbag1 as it's a one time purchase that does not expire rolling over every 30 days to supplement your plan minutes when needed until the add on is fully consumed and it will also disappear from your account.

BTW....the ring time mentioned by @HALIMACS is about 7 seconds so finishing a call and hanging up at 52 seconds and under or 1 minute and 52 seconds and so on will avoid calls being rounded up to the next minute.

Also consider downloading a voip provider like fongo or textnow to use on WiFi for free to call your voicemail to avoid wasting outgoing minutes checking voicemail. Call your own number and once it connects press "*" and enter your 4 digit voicemail pin # to access your voicemail services.

To contact customer support click below:

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

To pre-verify your account in your private messages only include your full name, address, email, phone # and 4 digit acct pin #.

[esjliv]

nevermind  - duplicate!

[HALIMACS · Accepted solution]

@ping84338 

Indeed, the "per minute" calling can be confusing to some.   

This means, that even if you were to make 100 separate 3 second calls (yes, very unlikely but makes the point), you would use your complete allotment of outgoing calls even though the total call time is only 300 seconds, or about 5 minutes.

Additionally, every outgoing call which connects (be it voicemail or answers) starts the time clock from the moment SENT is pressed on your device, so about 5-15 seconds of ring time.

The best advice might be to try to not make several short calls and if you find yourself needing additional minutes, consider the $5 add-on which gives you 500 additional Canada-wide calling minutes.   This add-on never expires and remains on your account until it is consumed.

For the most accurate source of your available outgoing calling minutes remaining, use this resource on your self-serve landing page:

[hTideGnow]

HI @ping84338   minutes are round to the next minute, so a 1:59 call will be rounded to 2 minutes, similarly a 1:01 will also counted as 2 minutes

Checking voicemail from your phone also counted as outgoing minutes, so, you might want to check from your landline to save some minutes

[hairbag1]

Remember...checking your voicemail also uses somma your 100 minutes. You could consider getting the 500 minute Canada wide calling add-on for $5. Those minutes get used if you run outta regular plan minutes. Any unused add-on minutes will roll over until you use them up.

[JoyLuck]

@ping84338 

All calls are rounded up to the nearest minute so a 10 second call counts as one minute. Also checking voice mail counts towards your minutes too.