Talk Minutes

[garymk]

Hello. I am a new Public member and have unlimited talk minutes. While talking with a client, my call was discconnected and a message said I was out of minutes and to press 611 to purchase more minutes.

I re-dialed and was able to resume my call. 

How can I ensure this does not happen again?

[garymk]

My previous provider was Rogers.

[maximum_gato]

@garymk

Who was your previous provider? That's a strange glitch I have never heard of before? Even with the $15 plan pm doesn't give a voice message rather you get a text saying "You have 10 minutes remaining in your plan". It will only cut you off if you don't have an applicable calling minutes add on.

[garymk]

Agreed. Hopefully it's a one-off!

[DennyCrane]

That is odd then. I understand dropped calls, but to say you're out of minutes is bizarre. 

[garymk]

Correct.

[garymk]

No, I'm definitely not on the $15 plan. I signed up for the 15GB data/unlimited talk plan and the Public portal confirms that they set it up correctly. 

[garymk]

Thanks. I re-dialed my call immediately after it was terminated and it worked fine.

I opened a ticket as you suggested and am awaiting a response.

[garymk]

No, I'm definitely not on the $15 plan. I signed up for the 15GB data/unlimited talk plan and the Public portal confirms that they set it up correctly. 

[DennyCrane]

Yeah my guess is you're on the $15 plan which was incorrectly advertised as having unlimited minutes, but it actually only has 100 outgoing minutes and unlimited incoming.

[HALIMACS]

@garymk 

Perhaps so. 

To be certain, your call originated within Canada and was received  within Canada? ( i.e.  by a Canadian number )

[softech]

@garymk   reboot the phone once, then make a call by putting a 1 in front of the 10 digits number.  So if you can sitll make the outgoing calls.  If you can, it is just a hiccup.  If you still cannot make the call,  you might need to open ticket with PM support to confirm your plan details

[garymk]

Thank you for your reply. Dropped calls can happen with any provider but before my call was terminated, I was told that I had run out of minutes and I had to purchase more. Clearly, the Public system erroneously treated my account as not being unlimited talk minutes for whatever reason.

[HALIMACS]

@garymk 

This certainly should not have happened, however I personally, and other users, have reported after very lengthy calls sometimes the network drops the call.

Are these calls happening while you're on the move and possibly running into reception issues in tunnels or between large buildings?

If this is not the case, definitely let the customer support agents know that you must not have dropped calls.

To contact a Customer Support Agent, there are 2 methods:

1. Use the ticketing system for a faster response time. Click here to create a support ticket, or, 
2. Send a private message to Customer Support Agent by clicking here.  You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

[hairbag1]

@garymk 

log in on a laptop and make sure you still have minutes...maybe you're mistaken and on the $15 plan with 100 outgoing minutes but Unlimited incoming.

Try this...

Otherwise...that's a glitch that I've not heard of.