Long distance add on not working

[kellykowalchuk]

Hi, I just added a US talk add on to my base plan. But I tried making a call to the US (from Canada) and it won't go through. It's supposed to be immediate. Help please!

Kelly 

[esjliv]

Hello @kellykowalchuk ,

Once you completed the two step Add-On process, Reboot your Phone.

[kb_mv]

---

@kellykowalchuk wrote:

Hi, I just added a US talk add on to my base plan. But I tried making a call to the US (from Canada) and it won't go through. It's supposed to be immediate. Help please!

Kelly 

---

@kellykowalchuk Did you buy the 1000 USA minutes for 15 dollars or the Unlimited US talk for $8? The long distance minutes are what you want, the Unlimited talk is a roaming add on, you need to be in the US for it to work. If you bought the wrong one contact a mod. They should be able to help you. 

You can contact the mods one of 2 ways. Click the chat bubble bottom right of the browser as shown in the picture and open a ticket through the automated ticketing system;

 

or you can contact them through direct messaging at the following link (note this way may take longer for a response);

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

In either case you should receive a reply within 48 hours though typically they are much faster. Watch the envelope icon top right for a reply.

[Triguy]

Purchasing add-ons is a two step process.  You need to purchase it and add it to your account.

To purchase Add-Ons using your Self-Serve account, follow these steps:

1. Click on ‘Purchase Add- Ons’ on the Overview tab and scroll down to the Add-On calculator.
2. Click the plus sign (+) to add and the minus sign (-) to remove selected Add-ons.
3. When you’ve added all your desired Add-Ons, click ‘Buy Add-Ons’ or ‘Make a Payment’ below the calculator:
   • You will see ‘Make a Payment’ instead of ‘Buy Add-Ons’ if there are not enough funds in your account to make the purchase.
   • If you don’t have sufficient funds to purchase the Add-Ons, you will be asked to make a one-time payment equal to the price of the Add-On, less your current available funds. Click ‘Submit’, then ‘Go back’: now the button below the calculator will say ‘Buy Add-Ons’.
4. Select ‘Confirm my purchase’, and you’re off to the races!

Make sure to purchase the correct add-on.

1000 U.S. Long Distance Minutes - $15

[Anonymous]

---

@kellykowalchuk wrote:

Hi, I just added a US talk add on to my base plan. But I tried making a call to the US (from Canada) and it won't go through. It's supposed to be immediate. Help please!

Kelly 

---

Did you get the roaming one or the 1000 minute one?

Did you do both steps of depositing money and then also buying the add-on. It's a little non-intuitive.