Not getting unlimited incoming calls

[Sugaskookies]

My plan says "unlimited incoming calls", but they are counting towards my usage. When I ask "SIMon", I keep getting the response "Incoming calls count towards the minutes used in your plan". The plan clearly states "unlimited incoming calls" so why are mine counted?

[darlicious]

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@Ed404 wrote:

In-coming calls shouldn't count for minutes on any plan here. Could you take a screenshot of your usage page. I would suggest opening a ticket with moderators to resolve this ASAP. Click on the green ? in the bottom right corner.

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@Ed404  A friendly suggestion...dont immediately suggest contacting a moderator until a few more details are revealed by the OP. Its important to remember that there are many customers that have older grandfathered plans that dont necessarily include all the features that current ones do. They may include (or not) provincial wide calling, limited texts or calls, 4G data, US roaming, calling and/or texting and different price plans and data amounts etc.... So what may seem like an obvious answer may not be. The goal is to solve the issue without a moderator unless its definitely an issue we cant solve like applying missing rewards, credits etc...but keep up the good work. Its a learning process for us all.........even the oracles.

[GamingTurtle]

Thanks again everyone

[GamingTurtle]

Thank you to all who replied. While looking through the site, I noticed the change plan key and I upgraded both my plans (as you all suggested. Confirming my suspicions/theory).

🤗

[Anonymous]

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@Sugaskookies wrote:

My plan says "unlimited incoming calls", but they are counting towards my usage. When I ask "SIMon", I keep getting the response "Incoming calls count towards the minutes used in your plan". The plan clearly states "unlimited incoming calls" so why are mine counted?

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I see you made a community account in early May. Maybe that wasn't exactly when you activated. There was an earlier version of the $15 plan for about a month in Mar-Apr area-ish. You can tell in your self-serve Plan Details. It should say something about unlimited incoming. If there's no mention of that then you have the earlier version of the plan.

Simply do a plan change at your next renewal to the newer version and you'd be set.

[geopublic]

@Sugaskookies  if you have the older version of the $15 plan then to get unlimited incoming just schedule a plan change to take effect on your next renewal via selfserve.

[ShawnC13]

How long ago did you join, the original plan wasn't unlimited incoming and required people to do a plan change to get the unlimited incoming calls

[Ed404]

In-coming calls shouldn't count for minutes on any plan here. Could you take a screenshot of your usage page. I would suggest opening a ticket with moderators to resolve this ASAP. Click on the green ? in the bottom right corner.

[Dunkman]

@Sugaskookies 

When did you sign up for your $15 plan?  If more than 6-9 months ago roughly, the old $15 plan counted both incoming and outgoing calls.  Then you can change plans to the new $15 plan at the next renewal.  

The usage will keep track of both incoming and outgoing calls, but for the $15 plan, the outgoing calls should only be tracked in your minute counter in overview page.  Don't forget the minutes are rounded up.  Checking voicemail and call forwarding count as your minutes also.