Unable to make phone calls or receive phone calls

[xellyzxenia]

I'm unable to call and  texts out. My plan is active, and everything is payed. However, my LTE Is active(working) but I cant send textos call or even receive calls. It says that I've reach out my limit of minutes but I have illimited talking plan.  

[darlicious · Accepted solution]

@xellyzxenia 

Did the problem begin after a recent renewal? Since it affects both your texting and calling its probably a Sim card provisioning issue. If you have rebooted your phone, tried toggling airplane mode on/off and removed your Sim card (put it in another phone if possible and make a call or text) for at least 10 minutes and then reseat the Sim card and reboot. If none of theses suggestions fix the issue then you need customer support to reset your account and reprovision your Sim card.  Contact customer support  by scrolling down the screen to the bottom of the page and click on SIMon to submit a support ticket or send a private message.

Keep an eye on your private message box the envelope icon at the top right corner of your screen next to your avatar for a little number to pop up indicating a reply from a CSA. Responding promptly will speed up service times but expect a reply within the hour.

[xellyzxenia]

No, that’s the problem because I’m with the 23$ plan, my calls are supposed to be unlimited 

[darlicious]

@xellyzxenia 

It sounds like you have what was known as the $10 50/50 plan but was hit with a $3 price hike in the spring raising the price to $13. Confirming which plan you have would help us help you. In the meantime check your text messages for one from 4911 offering you the "more is merrier" holiday gifts of a 2gb data add on and 500 international calling minutes. Reply YES2 to that message to have them automatically added to your account. You can use the holiday minutes for calling within Canada as well as internationally. If you have wifi or mobile data available you can download textnow and choose a Canadian phone #. This will allow you to both call and text for free on wifi or while using mobile data. Also try rebooting your phone.

[Kaleden]

Can you log into your account and check usage?  You will see when it had used your calls. May make it easier to understand. I know if you call your voicemail you are charged minutes. Perhaps it’s something like that that you weren’t aware of. 

[computergeek541]

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@xellyzxenia wrote:

I'm unable to call and  texts out. My plan is active, and everything is payed. However, my LTE Is active(working) but I cant send textos call or even receive calls. It says that I've reach out my limit of minutes but I have illimited talking plan.  

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I can say at least rule out phone compatibility for you.  Your phone is compatible with the Public Mobile voice service because otherwise, you woudln't even hear the message about being out of minutes when you try to make a call.  Which plan are you on?   Are you on a $13 plan?