US minutes add-on not working

[wolfrat]

I purchased 1000 US minutes as an add-on, and until today they have been working fine. However, today I cannot call US numbers - I keep getting messages like "Number not in service" or "No routes found." (I can call these US numbers on another phone which is not on Public Mobile.
I checked my usage and I have used less than 400 of the US minutes.
Any help?

[Anonymous]

 @softech : A problem comes with stacking the non-counted features. You can't re-buy the same one so that's good. But you can technically buy the bundle and then you can technically buy the individual. But this causes the problem with stacking.

Then the re-buy is messy because you have to wait another 24 hours to do this yourself. But you can ask the CSA's. But that's an unnecessary hassle in an allegedly self-serve kinda place.

Stacking the different data buckets seems to work. But I'm not sure people are inclined to stack them until they're consumed. But again you can't re-buy the same one until 24 hours after expiry.

[softech]

@CountyDownIeUk   the confusion with this thread is that we have 2 OPs.. 🙂

RegD  said "Finally I bit the bullet and purchase another 8$ worth of minutes", so, I think he bought the $8 US roaming minutes.

[CountyDownIeUk]

---

@Meow wrote:

US roaming add-on cannot be stacked. What your account shows, how many add-ons are there?

If it is only one but your credit cards shows 2 charges, definitely contact CSA with all evidence and ask for refund.

---

I think OP was calling from Canada to USA. And that stopped. 

And in error purchased the $8 unlimited 10 day calling WHILE in USA add on. 

OP feels that the add on purchase corrected his issue..,,,perhaps a different and more useful add on would have done the trick as well. 

[softech]

---

@Anonymous wrote:

 @RegD : Are you sure the previous add-on didn't simply expire? That then you had to wait another 24 hours to re-buy one?

What add-ons show when you click on Plan Details?

---

honest, the US roaming are really hard to use/buy.. so many if, then else things.. .. honest need to attend a course to learn before one can manage... LoL

[Meow]

US roaming add-on cannot be stacked. What your account shows, how many add-ons are there?

If it is only one but your credit cards shows 2 charges, definitely contact CSA with all evidence and ask for refund.

[Anonymous]

 @RegD : Are you sure the previous add-on didn't simply expire? That then you had to wait another 24 hours to re-buy one?

What add-ons show when you click on Plan Details?

[softech]

@RegD   if you have purchased another US add-on package and the original one was never used, open a ticket with PM and ask for a refund.  I think it is an easy ask and they should be able to do so.

[RegD]

Yes, I check it was ACTIVE.  Check the carrier, changed the thread, removed SIM card with airplane mode etc etc….did it all.  For whatever reason only purchasing another package reawakened the system I guess

[RegD]

Yes, all that was done.  Again - tried EVERYTHING.  The only thing that worked in the end was to purchase another add on.

[t_p]

---

@RegD wrote:

Tried everything (all the community suggestions including removing the SIM card etc) for 24hrs to get the US minutes add on to work - nothing did.  Finally I bit the bullet and purchase another 8$ worth of minutes and suddenly the phone started to receive and make calls.   At least it’s working.

---

@RegD 

Have you checked the Transaction history to see if the first payment indeed went through?

If so, contact CS to get a credit via:

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

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

[CountyDownIeUk]

If you bought unlimited US talk for $8...that is for use while in the USA only and has a 10 day clock on it. 

In your OP you were referring to a USA calling plan to call USA  from Canada. 

[hairbag1]

---

@RegD wrote:

Tried everything (all the community suggestions including removing the SIM card etc) for 24hrs to get the US minutes add on to work - nothing did.  Finally I bit the bullet and purchase another 8$ worth of minutes and suddenly the phone started to receive and make calls.   At least it’s working.

---

Remember...getting any of the PM add-ons require 2 steps. First, add $$ to Available Funds. Second, go back and "buy" the desired add-on. (Autopay means nothing when getting add-ons) Now, restart your phone. You might have to select either AT&T or T-Mobile...whichever network works best for you.

Safe travels

[RegD]

Tried everything (all the community suggestions including removing the SIM card etc) for 24hrs to get the US minutes add on to work - nothing did.  Finally I bit the bullet and purchase another 8$ worth of minutes and suddenly the phone started to receive and make calls.   At least it’s working.

[wolfrat · Accepted solution]

Problem solved- sort of. It's not my account.
Telus Mobility is experiencing and outage which is affecting all US-bound calls. 

[Self help wins .......... Luddite]

[Anonymous]

@wolfrat 

How to reset network settings on an IPhone

Go to Settings > General > Reset > Reset Network Settings.

This also resets Wi-Fi networks and passwords,

or visit  HERE 

and go Changing APN Settings On An IPhone

click HERE 

How to reset network settings on an Android device

1. Open the Settings app on your Android.
2. Scroll to and tap either "General management" or "System," depending on what device you have.
3. Tap either "Reset" or "Reset options."
4. Tap the words "Reset network settings."

   or visit  HERE 

and go Changing APN Settings On Android device

click HERE

Ensure you have the correct APN settings by visiting HERE.

Select the brand and model of your phone, After doing so, you will be provided with the exact APNs required for your phone on our network.

[wolfrat]

I did try powering down the phone and turning back on; I also tried turning off wifi.

I didn't try taking out and reseating the SIM card, but the phone does work for data and Canadian calls. I'll try again in a bit.

[Anonymous]

@wolfrat 

can you do try reseat the SIM card

1. power off your device

2. take out the SIM card,

3. wipe it clean SIM card,

4. put it back and power on,

5. toggling airplane mode off/on,  

and do Rebooting your phone means to turn off your phone and turn it back on again.

[hairbag1]

---

@wolfrat wrote:

I purchased 1000 US minutes as an add-on, and until today they have been working fine. However, today I cannot call US numbers - I keep getting messages like "Number not in service" or "No routes found." (I can call these US numbers on another phone which is not on Public Mobile.
I checked my usage and I have used less than 400 of the US minutes.
Any help?

---

Maybe try again in an hour.