Phone not working

[andrzejszkura]

My phone does not allow me to make calls.

It worked before and just stopped few days ago and there is a lot of minutes

It give me this message: "this call is not covered by your plan"

Thank you

edited by computergeek541: account information removed

[CannonFodder]

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@LovesToPM wrote:

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@CannonFodder wrote:

@andrzejszkura  You STILL didn't answer my question - are you trying to call a number WITHIN Canada?

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I think he answered it on the other thread. An Oracle will merge the threads soon enough.

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Oh, I didn't realize there even WAS another thread on the same topic!

As for the OP contacting the Mods, I'm pretty sure he hasn't said anything about that, unless that was mentioned in the other thread too.....

[gblackma]

@andrzejszkura do you have automatically connect to a network on?   Could you manually select PM as your network and try dialling your call again? The Sim that you switched out of the other phone, did you insert it into your phone and try the call with that one?  Also, have you heard back from the moderator yet? Could you please post what they thought the problem was?  Thanks.

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@andrzejszkura wrote:

Yes, I tried manual keypad.

- +1

- 1

- no country code

- on different phones

So it must be something with settings in my accout, which worked fine for some time.

The message is:

"No active long distance addon."

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[LovesToPM]

@andrzejszkura 

Once Moderators reply, you should receive an email notification.

You can go here to view your private messages and reply to them
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

When you have an unread private message, the envelope inco (at top right) will show a number beside it.

[Luddite]

@andrzejszkura Based on all the info you have provided you MUST contact the moderators. 

To get a ticket click https://publicmobile.ca.ada.support/chat/ and enter your question into SIMon.  Follow/invent prompts until you get to the Contact Us button, click it and a Submit Ticket button should appear

[LovesToPM]

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@andrzejszkura wrote:

I hve tons of minutes left (out of 100 minutes)

• My Data & Add-Ons
  
  
  If a feature is not listed below, it may have been fully consumed and no longer available for use.
  
  
  
  

• Data & Add-Ons	Amount Used
  100 Minutes Canada-Wide Talk	0  /  100 MIN
  250 MB at 3G speed	0  /  250 MB

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You are correct. Looks like an account issue.

I think you've already contacted Moderators, right?

[popping]

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@andrzejszkura wrote:

Yes, I tried all the tricks.

There must be something with my account settings.

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It is time to get moderator support.

Create a moderator support ticket for help using the ? button at the right side bottom corner of this page.

1. Tell SIMon what is the issue
2. Ask for "moderator"
3. SIMon will give your 2 choices. Click on the "Account-specific question"
4. Then, click on "No, I want a human"
5. Click "Submit a ticket"
6. Follow instruction to create support ticket.
Good luck.

[andrzejszkura]

I hve tons of minutes left (out of 100 minutes)

• My Data & Add-Ons
  
  
  If a feature is not listed below, it may have been fully consumed and no longer available for use.
  
  
  
  

• Data & Add-Ons	Amount Used
  100 Minutes Canada-Wide Talk	0  /  100 MIN
  250 MB at 3G speed	0  /  250 MB

[andrzejszkura]

Yes, I tried all the tricks.

There must be something with my account settings.

[LovesToPM]

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@CannonFodder wrote:

@andrzejszkura  You STILL didn't answer my question - are you trying to call a number WITHIN Canada?

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I think he answered it on the other thread. An Oracle will merge the threads soon enough.

@andrzejszkura Did you check your self-serve account? Under the heading "My data and add-ons", you should see the number of calling minutes remaining on your plan. Something like "xx/100 Canada-wide minutes".

If you do not see this line, it means you have already exhausted your calling minutes for the current cycle.

[CannonFodder]

@andrzejszkura  You STILL didn't answer my question - are you trying to call a number WITHIN Canada?

[andrzejszkura]

Yes, I tried manual keypad.

- +1

- 1

- no country code

- on different phones

So it must be something with settings in my accout, which worked fine for some time.

The message is:

"No active long distance addon."

[LovesToPM]

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@andrzejszkura wrote:

Of course I am not calling outside of Canada,

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@andrzejszkura Please try this as posted on your original thread.

Btw can you try manually dialing the 10 digit number?

Do not use your contact list to make the call.

[CannonFodder]

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@andrzejszkura wrote:

I still have 100 minute on the $15 plan.

It suppose to be Canada-wide talk

$15

• $5 off for 8 months¹¹ 
• 100 minutes Canada-wide talk

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Which is why I asked that question above.... so should we assume you're trying to call to somewhere else in Canada? If so, have you tried adding a "1" in front of the number you're trying to call?

[andrzejszkura]

Of course I am not calling outside of Canada,

[LovesToPM]

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@andrzejszkura wrote:

I still have 100 minute on the $15 plan.

It suppose to be Canada-wide talk

$15

• $5 off for 8 months¹¹ 
• 100 minutes Canada-wide talk

---

Btw can you try manually dialing the 10 digit number?

Do not use your contact list to make the call.

[andrzejszkura]

I still have 100 minute on the $15 plan.

It suppose to be Canada-wide talk

$15

• $5 off for 8 months¹¹ 
• 100 minutes Canada-wide talk

[iliusfaisal]

Are you calling outside Canada? If that which country you are trying to call? PM has limited country coverage. if you are calling out of that then you won't be able to make the call. 

Currently, only 18 Countries are in the International Call list

China, Italy, Puerto Rico, France, South Korea, Singapore, HK, Germany, Spain, Malaysia, Greece, Mexico, Thailand, Poland, UK, India, Portugal, Venezuela

[Jb456]

Duplicate thread.

Oracles please merge?? @Luddite @computergeek541 @will13am  

https://productioncommunity.publicmobile.ca/t5/Discussions/Re-Phone-not-working/m-p/488724#M105177

[CannonFodder]

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@andrzejszkura wrote:

I am still having problems.

I am getting this message.

"Sorry we cannot complete your call , you don't have active long distance addon and this call is not covered by your plan."

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MAYBE this is the issue - WHERE are you trying to call to?

[andrzejszkura]

I am still having problems.

- I added $1 to the account (as suggested)

- Turned off the phone, removed and reinserted the SIM cars, restarted the phone.

- I can receive phone calls

I am getting this message.

"Sorry we cannot complete your call , you don't have active long distance addon and this call is not covered by your plan."

[CannonFodder]

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@LovesToPM wrote:

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@andrzejszkura wrote:

Do you want me to send you my account number, my phone number , or my login id?

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Please no. No personal info here in the forum.

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WOW, by my count, the OP has already been told FOUR times, to NOT post that sort of info here!!! That, and @computergeek541  has edited out said personal info 2 or 3 times already. 🙄 

[andrzejszkura]

I also switched the phone. I mean, I put the SIM card in a different phone.

I still get the same problem and the same message.

[LovesToPM]

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@andrzejszkura wrote:

I am still having problems.

- I added $1 to the account (as suggested)

- Turned off the phone, removed and reinserted the SIM cars, restarted the phone.

- I can receive phone calls

I am getting this message.

"Sorry we cannot complete your call , you don't have active long distance addon and this call is not covered by your plan."

Do you want me to send you my account number, my phone number , or my login id?

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Please no. No personal info here in the forum.

Did you get a reply from Moderators yet? Check here to see your private messages and respond to them: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[andrzejszkura]

I am still having problems.

- I added $1 to the account (as suggested)

- Turned off the phone, removed and reinserted the SIM cars, restarted the phone.

- I can receive phone calls

I am getting this message.

"Sorry we cannot complete your call , you don't have active long distance addon and this call is not covered by your plan."

Do you want me to send you my account number, my phone number , or my login id?

[LovesToPM]

@andrzejszkura 

Have you also tried adding $1 to your account?

This can sometimes reprovision your account.

Make the manual payment, then restart your phone.

[darlicious]

@andrzejszkura  At this point if you tried airplane mode.....you have two choices. Contact the moderators. They will likely get back to you sometime in the morning. They will look into your account and service and fix whatever is causing the problem. Or try the using the lost/stolen feature. This may work but you will still have to contact the moderators after your renewal to get your rewards applied and you will not have them to pay for your next renewal they will be credited for use on the following renewal.

[CannonFodder]

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@andrzejszkura wrote:

Everything seems to be OK

Account Status: Active

No button to "reactivate".

Rebooted the phone.

Please, have a look at my account:

edited by computereek541: removed account number.

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@andrzejszkura  None of the people that have posted in this thread have the ability to look at your account, because we're all just Public Mobile customers, like you. If you want or need someone to look at your account, only the Moderators can do that.

I suggest you go back to page 1 of this thread, and try all of the hints that @darlicious  mentioned in her 1st post. If none of those suggestions work, she also mentioned that you should contact the Moderators, and told you how to do so. Try that, and let us know if you get it resolved. Good luck!

[computergeek541]

@andrzejszkura Please do not post your account number here. These messages that you are posting here can be seen by anyone using the internet.

[andrzejszkura]

Everything seems to be OK

Account Status: Active

No button to "reactivate".

Rebooted the phone.

Please, have a look at my account:

edited by computereek541: removed account number.

[Dolphin1]

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@computergeek541 wrote:

Thanks everyone for pointing me to this.  A new thread has been created and the person's information has been removed.

Dolphin1: When quoting, please remove such information from the the quote.

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Sorry about that.  I will be more careful next time, as I was just trying to help.