International long distance minutes expired and I haven't used any

[Tisana]

I purchased a plan on June 24th using an eSim which includes 500 international long distance minutes and I have had issues with my long distance and am unable to call England.  I just bought a sim card and changed it hoping that would help and it has not. The message I get when I try to make the call is "you have used all of your minutes please purchase more".  I haven't been able to make a call so I have no idea why this is happening. This is why I bought the plan - for the international minutes and now I am buying mintes from Talk360 so I can make these calls. And sometimes the Canada LD doesn't work either - that seems to be intermittent.
I have spent hours with customer support as my service was poor and I could not get reception and this still happens a little.  Quite frustrated and would appreciate any insights to resolve this.  I did just try to submit a new ticket and it says there is an error and I can't submit a ticket..........sigh......

[hairbag1]

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@Tisana wrote:

No customer support yet.  I opened another ticket.  Changed to another phone to check and still it says I have used uo all my long distance minutes and need to buy more when I have made no calls.  Very frustrating and I am dialing it correctly and appreciate your suggestion and input.   Thanks  

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I see you're currently off-line, but when you return, check the little envelop icon on top right side of page as looks like CSA's are responding to your question. Good luck...let us know how you make out. 

[CSA_PM]

Hello @ Tisana,

The agent has replied to your ticket and is waiting for your response.

[Tisana]

No customer support yet.  I opened another ticket.  Changed to another phone to check and still it says I have used uo all my long distance minutes and need to buy more when I have made no calls.  Very frustrating and I am dialing it correctly and appreciate your suggestion and input.   Thanks  

[hairbag1]

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@Tisana wrote:

thank you - I did that and it shows my plan $34 ULCW Base plan - 60GB - 5GB.

The interesting thing about this is that when I look at plans, this one does not include the international minutes and yet when I go to manage my subscription, my current subscription clearly says 500 long disance minutes to......and the UK so I am now even more confused 

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It looks like someone from Customer Support will be helping. 

Remember to dial 011>44>area code> number. If calling a cell...no need to dial area code.

[Tisana]

thank you - I did that and it shows my plan $34 ULCW Base plan - 60GB - 5GB.

The interesting thing about this is that when I look at plans, this one does not include the international minutes and yet when I go to manage my subscription, my current subscription clearly says 500 long disance minutes to......and the UK so I am now even more confused 

[hairbag1]

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@Tisana wrote:

thanks for this and I can't find it on the app - where do you access this info please

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Using the app on your cell, log in to your account > tap on the "Usage Breakdown" arrow...you should see "Add-ons"...the LD minutes should be displayed.

[hTideGnow · Accepted solution]

hi @Tisana 

on the front page of the app, there is the usage meter, there should be the work "Usage breakdown", click to expand

[Tisana]

thanks for this and I can't find it on the app - where do you access this info please

[hairbag1]

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@CSA_PM wrote:

Thank you for the escalation!

The customer is already in contact with an agent.

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So please keep us informed on when this issue is resolved and what steps should be taken when it occurs in the future with other customer. Perhaps we can all learn and reduce the number of messages to customer support for their help.

[CSA_PM]

Thank you for the escalation!

The customer is already in contact with an agent.

[hTideGnow]

hi @Tisana 

it is not an addon, but you will still see it under usage breakdown,  the 100 LD minutes in the Subscription section is the one part of the plan 

[Tisana]

thank you 
I submitted a ticket as this is not an add on - it is part of my plan

[Tisana]

thank you
it wasn't an add on - the long distance minutes are part of the plan and have never really worked.  I even had problems calling canadian LD numbers.  I don't know how to clear cache 

[Yummy]

To my best knowledge only DATA has expiry date. LD and other add-ons are active until you use them all.

Try to clear cache, use computer to confirm status of your add-on.

[hTideGnow]

hi @Tisana 

the add-on could still be there but just a problem with the calling

Try logging  using Incognito/private/secret mode on your browser to login My Account, or try using the PM app (logoff the app first and log back in), click "Usage Breakdown" on the front page under the usage odometer and check if the minutes are there

Try reboot the phone and make calls again

if same, ask PM support agent to check for you.  Please submit a ticket with CS Agent using Chatbot here:       
            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  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage