Missing minutes

[pmfishlk]

I received an alert that my call could go through as I was out of minutes, and would have to top up my account.   I was sure that this was an error and so I checked my usage online and sure enough, there were very few minutes used on outgoing calls.    Unless I am misunderstanding something, I am being ripped off.   I submitted a query online but have not heard back from anyone yet.   What gives?    And why can't I reach anyone to sort this out?

[darlicious]

@pmfishlk 

Sometimes errant data usage texts are sent out. However I have never heard ipof errant minute or data texts being sent out....they are very accurate warning you that you have 10 minutes/texts left in your plan. If you have a minutes add on (ie.$5/500min) you so will transition seamlessly to your add on minutes.

If you were making a phone call and heard this message and the call does not complete after the message finishes then you are likely experiencing a common glitch. Power off your phone. Wait 10 minutes and reboot. Call a phone number you use frequently (mom, by, bff etc...) if it starts ringing and/or you let it connect then you are good to go. It may take up to an hour to resolve itself.

To contact customer support click below:

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

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

[Meow]

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@pmfishlk wrote:

I received an alert that my call could go through as I was out of minutes, and would have to top up my account.   I was sure that this was an error and so I checked my usage online and sure enough, there were very few minutes used on outgoing calls.    Unless I am misunderstanding something, I am being ripped off.   I submitted a query online but have not heard back from anyone yet.   What gives?    And why can't I reach anyone to sort this out?

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If your PM account says you have plenty of minutes than that is the most accurate. Do not trust those SMS from PM regarding minutes/data.

Usually agents are quick to reply. My experience is within 30 minutes. But it all depends who is on other side...

PM does not have live support. Only through email and Community knowledge.

[softech]

@pmfishlk 

Are you trying to add up the minutes from transaction log (https://selfserve.publicmobile.ca/Overview/viewUsageChangePlan/)  ?

Make sure you DO NOT trust the sort there, you really have to go through each page and look for Outgoing calls and add the minutes up.  The sorting feature might seems to work but it is NOT.  So go through each page

And at the log, make sure you filter from the first day of the cycle to today.  PM is running on a 30 days cycle, so, the cycle starts day keep changing.

And all the call minutes are roll up to the next minute, so a 0:01 call counted as 1 minute and 1:59 call counted as 2 mintues

and please note the transaction log is 6 or 12 hours delay.  So, what you are seeing now might not includes call from the last couple hours yet. 

[AE_Collector]

How are you adding up your used minutes? All calls are rounded up to the next full minute. What plan do you have, the $15 plan with 100 outgoing minutes every 30 days?

You checked usage in Self Serve online, not on your phone.. correct? When using your phone to determine usage you need to be certain you have it set correctly to PMs 30 day plans. Plans aren’t monthly here.

I have heard of incorrect warnings of usage going out but that doesn’t actually prevent you making the call as you said happened.

AE_Collector

[JK8]

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@pmfishlk wrote:

I received an alert that my call could go through as I was out of minutes, and would have to top up my account.   I was sure that this was an error and so I checked my usage online and sure enough, there were very few minutes used on outgoing calls.    Unless I am misunderstanding something, I am being ripped off.   I submitted a query online but have not heard back from anyone yet.   What gives?    And why can't I reach anyone to sort this out?

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If you log into self service and look under My Data & Add-Ons and you have plenty of minutes remaining and your services are working then just ignore the alert message you received. Errant messages do go out from PM.

[VIP_Tech]

Hi @pmfishlk 

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