Reached minutes limit but didn't make any phone calls

[Kimdixon24]

My plan includes unlimited incoming calls and 100 outgoing minutes per cycle.  My current cycle is September 22 to October 21.  My account says I've reached my 100 minute limit and I can't make any calls.  I only have one incoming call for 37 minutes and one out going call for 1 minute both on October 1st.  Any idea why my account shows I've reached my limit, and how do I fix it?

[darlicious]

@Kimdixon24 

Is your phone originally bought from Telus? Did you have service with Telus previously with this phone?

[Kimdixon24]

This worked only if we’re on the same wifi. Otherwise the message says I’ve used up all my minutes then just hangs up. 

[darlicious · Accepted solution]

@Kimdixon24 

Allow the message to completely finish and see if the call connects. If the last part of the message instructs you to press "*" do so without hanging up and see if your call connects. Report back your results.

[BKNS27]

@Kimdixon24 

Login to your account and click View Usage History but it doesn’t sound correct if you had 1 incoming and 1 outgoing calls. So contact a CS_Agent to have it corrected.

Remember that outgoing calls are rounded up to 1 minute.

Meanwhile, you can text your friends and family to call you for unlimited incoming calls or purchase 500 minutes for $5 as per @hairbag1 

[hairbag1]

Get the $5 / 500 minutes of Canada wide calling add-on to get you going today.

Then contact CSA to look into discrepancies. Remember also...checking your voicemail uses up minutes too.

[HALIMACS]

@Kimdixon24 

Well that's not right. 

Use the Get Help to submit a ticket to the CSA's if your usage history for past 30 days confirms what you've stated.

https://www.publicmobile.ca/en/ns/chatbot

EDIT:  also try dialing 1+area code to see if that allows call to be placed...

[Kimdixon24]

No change after refreshing page.  Even when I try to make a call the voice recording says I've reached my limit and can't.

[Meow]

Try using different browser. Try Incognito mode. Clear browser’s cache. Try forced refresh.

REFRESH, REFRESH, REFRESH

[hairbag1]