Request to Restore Long-Distance Minutes to My Package

[GhulamSarwar]

Dear Public Mobile Support Team,

I recently moved to Public Mobile as a first-time new user due to its attractive offers and services. I am currently subscribed to the $23+tax package with eSim. At the time of purchase, this package included "100 monthly long-distance minutes to China, Hong Kong, India, Pakistan, Philippines, Taiwan, and the UK."

However, I recently noticed that the 100 long-distance minutes are no longer included in my package. Could you kindly verify this and ensure that the missing offer is restored to my account?

I appreciate your assistance in resolving this matter and look forward to your response.

Thank you!

[GhulamSarwar]

I haven't used any of them yet, I tried but failed to make a call to the mentioned countries 

[GhulamSarwar]

There are 100 minutes, I haven't use any of them yet, I tried but failed to make a call to the mentioned countries 

[GhulamSarwar]

I tried making calls of them mentioned countries, calls is not going through and message show I don't have package or balance to make this call 

[Yummy]

Maybe you already used all 10 minutes? They will be available to you on next renewal.

If you do not see them on your account and you did NO use them all, try refreshing your account page few times and/or use incognito mode, clear cookies, use different browser.

Or just try to place a call and see if it goes true or you get a message no more minutes.

[hTideGnow · Accepted solution]

hi @GhulamSarwar 

before you contact support, please confirm again

Go to My Account or use the app, on the Overview page, click Usage Breakdown and check if you see "## LD mintues 7 countires"  if it is there, then you have the LD minutes

if not, then ask support agent to help

 submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
If any issue with ticket submission, you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage     

[eddieO]

@GhulamSarwar, have you tried making a long distance call to one of the accepted countries? If the call is going through then you don't need to worry about it not showing up on the plan features section. If you cannot call then you will need to contact a support agent

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)

[Handy1]

@GhulamSarwar  Maybe it’s just cache issue check agin with new browser window using incognito mode / private mode and check again .also ensure you have used up the 100 mins already . But if still not right you have get support to investigate for you 

you can use the orange chat bubble bottom right of screen  or send  a  private message   To CS_Agent

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

   After submitting ticket keep an eye on your community inbox for their reply , or you can use this link to the community in box

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[slusagm]

did you try to make  LD calls? sometime it is not shown in the package details but it is there.  PM is prepaid, so you can try and if it works, that means it is there.  If it is not there, it won't charge you extra.  So, try to make a call to one of those countries.  Or if you confirmed it is not there, then ask PM to check.   Just open ticket with PM using the Orange Chatbot icon on the lower right. Type the question Submit ticket and select Contact Us to get to ticket open screen       

or message them using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437