Not working add-on

[shpourdahrany]

Since last Thursday I can't call internationally. There was an active promotion in my account (500 mins Canada Wide Long Distance Minutes Bonus) but I couldn't make calls anymore. I also purchased 300 mins International Long Distance add-on yesterday, but it is not working too! Why it is not working and how can I get my money back?

[pmbc · Accepted solution]

@shpourdahrany The 500 Canada wide will allow you to call any number within Canada.  If you bought bought the addon for international calling it should be available.  Is your account active?  Are you able to make calls within Canada?  You could double check by calling 611 from your phone to check the status of the account.

Otherwise you could reach out to a CS Agent to look into why you can't call internationally with the addon you bought.

You can contact an agent using the chatbot.  Type "agent" and click contact us to go through the wizard.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

If for some reason they don't respond to the ticket, you can try to send an email directly to the CS Agent here.

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

Here is a help article about how to contact the CS Agent.

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

[softech]

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@shpourdahrany wrote:

Since last Thursday I can't call internationally. There was an active promotion in my account (500 mins Canada Wide Long Distance Minutes Bonus) but I couldn't make calls anymore. I also purchased 300 mins International Long Distance add-on yesterday, but it is not working too! Why it is not working and how can I get my money back?

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@shpourdahrany   

Can you not make international call or local call?

And which country you are trying to call? LD addon can only be used to call the following countries:

**Intl long distance Add-On included countries: Australia, Austria, Bangladesh, Brazil, Chile, Colombia, Czech Republic, Denmark, France, Germany, Greece, Iceland, Ireland, Israel, Italy, Japan, South Korea, Malaysia, Mexico, Netherlands, New Zealand, Norway, Peru, Poland, Portugal, Puerto Rico, Romania, Singapore, Spain, Sweden, Thailand, Venezuela. Calls must originate from Canada.