Sorry, we cannot complete your call, you do not have the required long distance add on

[denise1644]

Everytime I attempt to make a local call, I get this message: "Sorry, we cannot complete your call, you do not have the required long distance add on."

My credit card information was recently stolen, so all transaction were put on hold, including my Public Mobile bill. I attempted to pay it with another credit card till my new card arrives. This might have something to do with it. But the account online says it has been paid for. So, I'm not sure what went wrong..

Adding +1 in front of numbers doesn't work (as other posts have suggested).

Can someone please help or tell me how to contact a mod (not sure how it works around here..). Thanks.

[Anonymous]

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@topnick wrote:

I pay 20.00 a month and I can call province wide. I should not need a long distance plan.

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Are you able to answer the other questions from above?

Is it a new area code or prefix in your province?

Is it all calls or just some?

[topnick]

I pay 20.00 a month and I can call province wide. I should not need a long distance plan.

[Dunkman]

@topnick

You might want to start your own thread to get better attention to your issue.  Having more details might be helpful.  Ie. are you a new customer?  old customer?  Which plan do you have?  Does your text, data work? etc.  

[topnick]

I shouldn't have to pay for long distance, because the call is in the same province and I do have to use a 1 to make this call. 

[ojibweguy]

I have yet to receive a fix, it's only been bandaged and it's ugly underneath! I'm paying for "unlimited" I want unlimited, they say oh just msg back if you use up the 400 minutes we gave your on your account! so now I have to play cat and mouse to get "topped" up? that's not cool! It's been 2 weeks and still no resolution. They seem to think this isn't an issue and yet it looks quite wide-spread!

[ojibweguy]

yeah right! when has that ever been the case? I had this problem too it wasn't anything to do with a renewal, in fact, they tossed it aside saying i never had this issue and put 400 long distance minutes on my account! I missed out on a month and a half of long distance, i moved into winnipeg from out of town so, you can imagine that I could have called every day! I'm still waiting for a resolution, I dislike having long distance minutes, even if it's more than I'll ever use. I hate monitoring my usage when the package I pay for is "unlimited" and "province-wide" My calls are near dauphin, only a 300 km drive from Winnipeg. Nowhere near close to a border!

[denise1644 · Accepted solution]

Alrighty, thanks everyone!

[will13am]

@denise1644, if nothing is working, I suspect it's a renewal related problem.  Private messaging the moderator team is definitely the right way forward.

[denise1644]

@computergeek541Nope!

[computergeek541]

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@denise1644wrote:

Yes, any call I make is in the same area code and I'm not near the border. I'm calling from where I always make calls so it's definetly something on Public mobile's end.

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Is anything else (such as text messages or data) working?

[denise1644]

Okk thanks!

[Anonymous]

@denise1644, You need to send a private message to the moderator team and have them look into it.  They are gone for the day, but will be back at 9AM(EST).

Click here to send the moderator team a private message.
You can find information regarding the moderator team by following this link.

[denise1644]

Yes, any call I make is in the same area code and I'm not near the border. I'm calling from where I always make calls so it's definetly something on Public mobile's end.

[computergeek541]

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@denise1644wrote:

Everytime I attempt to make a local call, I get this message: "Sorry, we cannot complete your call, you do not have the required long distance add on."

My credit card information was recently stolen, so all transaction were put on hold, including my Public Mobile bill. I attempted to pay it with another credit card till my new card arrives. This might have something to do with it. But the account online says it has been paid for. So, I'm not sure what went wrong..

Adding +1 in front of numbers doesn't work (as other posts have suggested).

Can someone please help or tell me how to contact a mod (not sure how it works around here..). Thanks.

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I really don't believe your credit card is factoring in here.  If you are plan is all paid up, it would not matter if your credit card got lost, unless of course you tried to pay for the service after your reported it to your bank as lost/stolen.  In fact, Public Mobile would have no way of even knowing that your credit card got lost/stolen unless someone tried to use it to pay for Public Mobile services.

All adding +1 does is eliminate the prompt saying that "long distance charges may apply".  That message is based on local calling area rules, but those rules don't even apply to Public Mobile services.  In those cases, adding the +1 only makes the call connect faster.  But, even if you don't do the +1, the call would still go through.

The problem you are having is because of an issue on the Public Mobile end.  If you are nowhere near a provincial border and you are calling another number within the same province, what you are describing should not be happening.  This is something completely out of your hand and you will need to get Public Mobile to look into it for you.

[Anonymous]

@denise1644, is the local call to the same area cose as your number?  Any chance you are neer the border of your province (perhaps you are connecting to a cell tower that is in the neighbouring province)?