Had 500 international minutes? Gone? Any ideas?

[Scamp]

wanted to make a 🇬🇧 UK call but my international minutes are longer in my balance?
Anyone have any ideas or thoughts?

[Scamp]

 Thanks. I did have international minutes though my balance sId zero so I tried using them and it worked. It may have been my first attempt didn’t use the proper country code or number missed dialed

[Yummy]

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@Scamp wrote:

• I’m on the $25 plan with 1 gb though I tried logging into my account again and it still shows international minutes used,no balance?checked on tablet not my phone 
• Im looking to call UK from Canada 
• Also tried SIMon help bot, but it was not helpful and I couldn’t reach a real person, I guess that is what we receive on discount service 

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ONLY Holiday bonus (2021/2022) of 500 LD min covers UK. Otherwise you would need 1000 UK minutes add-on.

If you would like to 'talk; to live person, open a ticket and agents will help you out.

To Contact CSA-agent there are 2 methods:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Ticket has to be opened through chatbot - https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Having a ticket is preferred way to contact agent as they might respond faster then receiving personal mail.

If opening a ticket does not work very first time, contact agent directly.

- Send a private message to the CSA - agent by clicking (Ctrl+) Here

Agent’s response is usually between 15 and 120 minutes with a ticket. Private messaging might take longer.

Watch for envelope in top right corner of Community page. It will show Number of unread emails.

[softech]

@Scamp   due to browser cache problem, try to login using Incognito mode for correct info.  

So, you do not see any LD minutes add-on under the My Add-on section?  Have you been calling long distance ?  any chance you really used up the 500 mins already?

For engaging support,  it is different from others, but it could be easy if you follow method 1 below.  If you cannot get to submit ticket still, then use Method 2 below for direct message;

Please open ticket with PM support using Chatbot:

1. Please open ticket via Chatbot (need access to My Account): At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at: 

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply to you there

[Scamp]

• I’m on the $25 plan with 1 gb though I tried logging into my account again and it still shows international minutes used,no balance?checked on tablet not my phone 
• Im looking to call UK from Canada 
• Also tried SIMon help bot, but it was not helpful and I couldn’t reach a real person, I guess that is what we receive on discount service 

[Meow]

Try using different browser. Try Incognito/private mode. Clear browser’s cache. Try forced refresh. Use computer and not phone to log in.

What plan are you? If you are on $15 plan maybe you used them for local calls?

[benfatto]

Some LD add ons can be used making Canadian calls if you have one of the limited calling plans. 

[BKNS27]

@Scamp 

Try refreshing your browser page by clicking on the circular arrow.

[Hollister]

@Scamp 

Clear your browser cache and log into self service again but use incognito and click the refresh spinner icon.