Renewed My plan

[Thebladfamily]

Now getting message that I don't have long distance add-on activated. Same number as always withinm own family who live with me and also use public mobile. 613 area code. Have reset phone 3 times now. Nothing working. Plan is up to date. Data not reset though even though all paid up. 

[Nerfy007]

Same, I renewed today with a 90 day plan and it broke.  Still no service.

[pmusernamehere]

I also had two accounts renew and have the same issue.

Was your account also the 90 day / 4gb $40 LTE grandfathered plan?  Mine shows as 'expired' under the plan in the self-serve portal

[hairbag1]

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@Thebladfamily wrote:

Now getting message that I don't have long distance add-on activated. Same number as always withinm own family who live with me and also use public mobile. 613 area code. Have reset phone 3 times now. Nothing working. Plan is up to date. Data not reset though even though all paid up. 

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Not sure why it happens but I occasionally get the "no long distance add-on" message, as well. I just hang up and try again...usually works again after 2 or 3 tries.

One of those mysteries, I reckon.

[Anonymous]

@Thebladfamily- When was your last plan renewal?  Was it last night?  Does your plan properly show in self serve?  If it shows properly, you can try the lost/found phone trick.  Go into self serve, report the phone lost.  Wait a few minutes, and report it found.  Then, restart the phone.  If that doesn't reset your plan functionality, you might need to contact moderator team  by clicking the ? in lower corner to get to SIMon the chatbot.  Then enter a question indicating plan not working.  Get yourself to the open a ticket, and once submitted, a moderator will (eventually) get back to you.

[Dunkgirl · Accepted solution]

@Thebladfamily  If dialing 1 doesn't help, you can try the lost / stolen trick... although there may be issues if you have referrals (which can be fixed later by moderators) by using this method I would suggest doing it as this may fix your service.

Log into self serve. Click Plans & Addons. Click Lost/Stolen phone. Click Suspend service. Log out of self serve. Reboot phone. Wait 10 minutes. Log back in. Go back to the same place and say found phone. Reboot phone. This seems to reset your SIM card and service and hopefully solves your issue.

If you don't want to try that trick, and dialing 1 doesn't help... you will need assistance from the moderators by creating a support ticket. You can click this link https://publicmobile.ca.ada.support/chat/ then enter “contact support” Follow the messages to get to the bottom where it has a Contact Us button and then a Submit Ticket Click Me! button will appear.

The Moderators are available (Eastern) Monday to Friday 8am-12am and Saturday+Sunday from 8am-10pm. 

Click here for more info on moderators

[Dunkgirl]

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@Thebladfamily wrote:

Now getting message that I don't have long distance add-on activated. Same number as always withinm own family who live with me and also use public mobile. 613 area code. Have reset phone 3 times now. Nothing working. Plan is up to date. Data not reset though even though all paid up. 

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@Thebladfamily You might find that adding a ”1” to the beginning of your phone call dial might solve the issue. As long as you have minutes left (are not on a limited calling plan) your account may have a provisioning issues where the database of included calling numbers is corrupted.