Long distance add-ons not working can't make calls

[yuluy]

I've already submitted two tickets to customer support agents with no updates and I'm so frustrated.

I kept getting messages that I ran out of long distance minutes when I clearly had 0/300 international minutes unused. Nevertheless, I went and bought two add-ons, one for 300 international minutes at $15 and one for 1000 Asia minutes for $15 as well. My total of international minutes went up to 0/600 because clearly I had 300 minutes to begin with. Despite spending more money to purchase these additional minutes, I still can't make calls to the US or China! I keep getting told I have no more minutes and to buy more add-ons, which I've already done!

I need to make some calls to family and it's so frustrating that I'm not getting any feedback from customer service. It's so difficult whenever you have a problem because Public Mobile support is all online and it feels like there's nobody on the other side to help you.

[yuluy]

Yes I have and a different agent messaged me today so there doesn’t seem to be continuity with one person handling my issue. The first agent asked me twice for my profile info to which I replied twice with no reply. The second agent took some ownership by crediting me for the 300-mins International add-on but I still needed to test calling China which I wasn’t able to do right away and I said I would get back to them. This morning a different person messaged me. 

I’ve now tested calling China a few times and the call won’t go through so I want to be refunded for the 1000 minutes I paid for and I don’t know who is going to do that for me. 

It seems my previous long distance functionality just doesn’t work anymore and I’m left with my basic local calling plan. Up until now I’ve been able to make my long distance calls with no problem. All of a sudden nothing works and the solution is apparently to upgrade to a new plan which seems exploitive to me. 

[hTideGnow]

hi @yuluy 

@CSA_PM has sent you a message, did you work with them to troubleshoot the problem?

[yuluy]

This has been a terrible experience with this long distance problem after being a loyal customer for so long with no issues until now. 

So it seems they no longer offer a US add-on, forcing you to upgrade to a more expensive US-Canada plan for a few occasional calls. 

The 300 “International” minutes are misleading since they can’t be used for the US even if it’s a country foreign to Canada last I heard. 

I’m still unable to make calls to China after buying 1000 minutes. 

Does Public Mobile just want customers to leave? I got a text message today from Public Mobile enticing me to join Koodo. What is going on?? I’ve been a Public Mobile customer since the early days and never been so frustrated and dissatisfied and disappointed.

[computergeek541]

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@yuluy wrote:

How can that be? I have a Canada plan and “International” minutes should work for anywhere. Why should I buy a whole new US plan for a few calls per year? 

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As I was saying, the international long distance minutes do not include calling to everywhere.

[CSA_PM]

Hello there!

I sent you a private message.

You can view and reply to it by accessing this link:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[yuluy]

How can that be? I have a Canada plan and “International” minutes should work for anywhere. Why should I buy a whole new US plan for a few calls per year? 

[yuluy]

I tried this and I still got the message I was out of minutes and to buy more add-on. I’m so frustrated. 

[computergeek541 · Accepted solution]

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@yuluy wrote:

I kept getting messages that I ran out of long distance minutes when I clearly had 0/300 international minutes unused. Nevertheless, I went and bought two add-ons, one for 300 international minutes at $15 and one for 1000 Asia minutes for $15 as well. My total of international minutes went up to 0/600 because clearly I had 300 minutes to begin with. Despite spending more money to purchase these additional minutes, I still can't make calls to the US or China! I keep getting told I have no more minutes and to buy more add-ons, which I've already done!

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Sorry, but that add-on doesn't include calls to either country.

[hairbag1]

@yuluy 

Be aware that no currently available add-on will work to call US from Canada…. unless you have a Canada / US regular plan.

[Chalupa_Batman]

Things you can try....  reboot your phone. Go into settings, find Network Settings, reset them and reboot the phone. This will reset your connection to the network.