Used all my minutes and purchased the wrong add on

[Josette]

I thought the add on would allow me to get my phone connection back.  I misunderstood what an add on was.  How can I have access to my phone for the next week before the automatic payment kicks in?  Thank you

[t_p]

---

@AE_Collector wrote:

But to clarify that this actually IS the problem. You ARE on the $15 (or $10) plan, correct? And texting is still working and cellular data (not wifi) is working, correct? And incoming calls still work, you just can’t call out… correct?

The next question is, did you receive the Public Mobile Holiday gifts of feee data and long distance calling this month? If so, you should not have even noticed that you are out of minutes as the long distance add on should have taken over to cover your calls if you exhausted your 100 minutes of outgoing calling.

If this is not all correct, you may have a different problem. More details please.

AE_Collector

---

A screenshot would have shown what plan they have, what add-ons they have or bought in error, what really needs to be done to correct the issue...

But...another willy nilly solution...as so many others.

[darlicious]

@softech

Geez....who redesigned the add on choices like that? It's been awhile since I have really looked at it. The layout makes no sense and it's almost purposely confusing! No wonder there are so many mistaken purchases. The categorization could be changed with a chronological pricing structure would simplify the layout and make it more user friendly.

CANADA-WIDE ADD ONS:

• TALK - $5/500 long distance minutes      ( -/0/+)
• DATA - $5/200MB of data at 3G SPEED   ( -/0/+)
• DATA - $15/1GB of data at 3G SPEED      ( -/0/+)

INTERNATIONAL CALLING ADD ONS: (from within Canada to these destinations)

• $15/1000 US long distance minutes       ( -/0/+)
• $15/1000 UK long distance minutes       ( -/0/+)
• $15/750 India+Pakistan LD minutes       ( -/0/+)
• $15/500 China/HK/Macao/Taiwan LD minutes  ( -/0/+)
• $15/300 International LD minutes**       ( -/0/+)
• $15/100 Philippines LD minutes             ( -/0/+)

**See list of included international calling destinations

US ROAMING ADD ONS: (10 DAY - immediate activation - 240hr expiry)

• TEXT - $8 Unlimited US Roaming texts  ( -/0/+)
• TALK - $8 Unlimited US Roaming talk*  ( -/0/+)  *(includes to Canada) 
• DATA - $10/250MB US Roaming data   ( -/0/+)
• DATA - $15/500MB US Roaming data   ( -/0/+)
• DATA - $20/1GB US Roaming data        ( -/0/+)

US ROAMING ADD ON BUNDLES: (10 DAY expiry as above)

• $15/Unlimited US Roaming Talk*+Text (*incl Canada) ( -/0/+)
• $20/Unlimited US Roaming Talk*+Text+250MB DATA ( -/0/+)

[Anonymous]

 @AE_Collector : They chose a solution and it seems all done now but...you're right.

[AE_Collector]

But to clarify that this actually IS the problem. You ARE on the $15 (or $10) plan, correct? And texting is still working and cellular data (not wifi) is working, correct? And incoming calls still work, you just can’t call out… correct?

The next question is, did you receive the Public Mobile Holiday gifts of free data and long distance calling this month? If so, you should not have even noticed that you are out of minutes as the long distance add on should have taken over to cover your calls if you exhausted your 100 minutes of outgoing calling.

If this is not all correct, you may have a different problem. More details please.

AE_Collector

[softech · Accepted solution]

---

@Josette wrote:

I cannot find the $5 add on for Canada.  Please show me the link, the only add ons are for international calls (philippines etc...).  Thank you

---

@Josette 

here you are

https://selfserve.publicmobile.ca/Overview/plan-and-Add-ons/ChangePlanLandingPage/?PageRedirect=Redi...

first column, Talk:

6th one:   500 min Canada-Wide Long Distance - $5.00

[walker1]

I doubt the op can handle a screenshot if  they can't find the add on section.

[Josette]

I cannot find the $5 add on for Canada.  Please show me the link, the only add ons are for international calls (philippines etc...).  Thank you

[Triguy]

Recharge.com allows you to buy prepaid phone credit.

Here are the costs.

https://www.recharge.com/en/canada/public-mobile-top-up

If purchase an add-in it is a two step process.  You need add it to your account and make a payment.

To purchase Add-Ons using your Self-Serve account, follow these steps:

1. Click on ‘Purchase Add- Ons’ on the Overview tab and scroll down to the Add-On calculator.
2. Click the plus sign (+) to add and the minus sign (-) to remove selected Add-ons.
3. When you’ve added all your desired Add-Ons, click ‘Buy Add-Ons’ or ‘Make a Payment’ below the calculator:
   • You will see ‘Make a Payment’ instead of ‘Buy Add-Ons’ if there are not enough funds in your account to make the purchase.
   • If you don’t have sufficient funds to purchase the Add-Ons, you will be asked to make a one-time payment equal to the price of the Add-On, less your current available funds. Click ‘Submit’, then ‘Go back’: now the button below the calculator will say ‘Buy Add-Ons’.
4. Select ‘Confirm my purchase’, and you’re off to the races!

[t_p]

---

@Josette wrote:

I thought the add on would allow me to get my phone connection back.  I misunderstood what an add on was.  How can I have access to my phone for the next week before the automatic payment kicks in?  Thank you

---

@Josette 

Can you post a screenshot of your account overview page?

[softech]

---

@Josette wrote:

Exactly what I am looking for but cannot find the Canada wide add on

---

Under the first column.. Talk  , the 6th one from top..

500 min Canada-Wide Long Distance - $5.00

[Anonymous]

 @Josette : Maybe there's a misunderstanding of this service. It's not a pay as you go service. It's a 30 day term that you choose to renew by paying for it every 30 days. Just adding money doesn't do anything until you renew or buy add-ons.

If you are on the $15 plan and you have used your 100 minutes then as mentioned you can get the holiday gifts or buy the $5 add-on or change plans or ask the CSA's to renew early.

[Josette]

Exactly what I am looking for but cannot find the Canada wide add on

[walker1]

@Josette 

If you're having trouble using the chat bubble to get a ticket for help then send a private message to    CS_Agent    and tell them at Public Mobile what you need.

Again, you should be able to use the free 500 long distance minutes that everyone got for Christmas.  They can be used for local calls too.   @Josette 

[softech]

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@Josette wrote:

I need a top up not an add on and there is no retail store here.  My fund will be used to renew on Dec 28 but in between I have no access to phone.  How can I add minutes in Canada?

---

@Josette    are you out of minute now or out of data?

if you are out of minute, add $5 into the account and buy the 500 min Canada-Wide Long Distance add-on

[Josette]

Those "help" articles are awfully scary.  What is recharge.com?  How much do they charge?  How much a minute?

[esjliv]

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@Josette wrote:

This customer contact is giving me headache.  Now it says my community logging is invalid????? What is exactly a ticket.  Please give me an address, I am spending too much time looking at very unhelpful articles.   

---

@Josette 

A ticket is on online messaging system and how you need to communicate with Public Mobile representatives.

If SIMon Chatbot is causing you issues, use this link to

Private Message to Public Mobile Customer Support Agents (CSA)

 

If you do not have a credit card to top up your account, see below, which is from those links I posted before....

 

How To Pay With Digital Vouchers

If you do not have access to, or prefer not to register a credit card or Visa Debit card to your account, you may also top-up your account using a digital payment voucher. However, please be aware that this would be done through a third-party, like Recharge.com, which would charge fees for their service.You can purchase a digital payment voucher (in the form of a code) through Recharge by following these steps:

1. Access the Recharge.com website
2. Select the desired top-up amount. Once you have selected the desired top-up amount, you will be shown a breakdown of the total, including the applicable fees that Recharge will charge you
3. Fill in your email address where you would like your code to be sent
4. Submit a payment; through Recharge, you can pay with a Visa or Mastercard credit card, Mastercard debit or PayPal account.
5. After your payment, the code will be sent immediately to your email address. Please check your spam folder if you do not receive your code immediately.
6. Once you have received your code from Recharge, you can then top-up your Public Mobile account by calling * 611 and following the prompts. Or you may also top-up by signing in to your Self-Serve account, select the ‘Payment’ tab, then ‘One Time Payment’. In the form on the next page, select ‘Payment Voucher’ as your payment method and enter your voucher code below, then click ‘Submit’.

How To Pay With Payment Vouchers Or Prepaid Credit Cards

If you prefer to pay using physical payment vouchers or a prepaid credit card that can be purchased in person, they can be found at most “essential service stores” and grocers. For a full list of stores that carry payment vouchers, please click here. It is recommended that you call ahead to your local store to confirm opening hours before heading out to make a purchase. If you are uncomfortable going in person, we recommend asking a friend, family member or neighbour for help!If you are unable to make a payment through any of the above methods, please submit a ticket to get in contact with one of our Moderators. For instructions on how to contact a Moderator, please click here.

[esjliv]

---

@Josette wrote:

I need a top up not an add on and there is no retail store here.  My fund will be used to renew on Dec 28 but in between I have no access to phone.  How can I add minutes in Canada?

---

@Josette  - OHHH, I think get you now, Sorry.

Check out ways to pay for services here: 

https://www.publicmobile.ca/en/on/get-help/articles/voucher-payment-options

OR

https://www.publicmobile.ca/en/on/get-help/articles?category=paying-for-your-service

[Josette]

This customer contact is giving me headache.  Now it says my community logging is invalid????? What is exactly a ticket.  Please give me an address, I am spending too much time looking at very unhelpful articles.   

[walker1]

@Josette 

If you used up all of your plan calling minutes, then you should be able to use the free more is merrier long distance freebie to tie you over until your next renewal date.

Try texting YES to 4911 if you haven't already gotten your free Christmas freebies for the 500 long distance minutes and 2 GB of data. The long distance minutes can also be used for local calls too.

[Josette]

I need a top up not an add on and there is no retail store here.  My fund will be used to renew on Dec 28 but in between I have no access to phone.  How can I add minutes in Canada?

[esjliv]

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@Josette wrote:

It is the wrong add on.  I misunderstood add on with top up.  Solution?

---

@Josette  - if you see the incorrect addon listed in your overview account you can nicely ask Customer Support Agents (CSA) by submitting a ticket to add the Funds back to your Available Funds area. This way you still have the $'s to buy addons, OR you can use those funds for future plan renewals.

Ways to contact CSA here: https://www.publicmobile.ca/en/on/get-help/articles/contact-a-moderator

[Anonymous]

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@Josette wrote:

It is the wrong add on.  I misunderstood add on with top up.  Solution?

---

@Josette 

Contact Customer Support Agent them can take out and to put it the right one for you 

only them will help you.

[softech]

@Josette   did you just out of minutes?  if so, buying minutes add-on is  one of  the correct approaches. 

You said in another thread that you bought the wrong one?  did you already buy the minute add-on?  did it show on your My Account's My Data & Add-ons?  if so, just reboot your phone

if you don't see it there but see some money as Available Fund on you My Account, then you have not purchase the add-on yet but just loaded the fund.  Go and make the purchase now

[Josette]

It is the wrong add on.  I misunderstood add on with top up.  Solution?

[esjliv]

---

@Josette wrote:

I thought the add on would allow me to get my phone connection back.  I misunderstood what an add on was.  How can I have access to my phone for the next week before the automatic payment kicks in?  Thank you

---

@Josette 

Note that purchasing an add-on is a two step process.

You should be able to use it instantly.

1-First you need to add the $ to your account and

2-then add the add-on to your account. (if you see the funds in your Available Funds area, now GO BACK and add the addon to your account)

*You can make the purchase via self serve account or by calling 611 on your phone.

EDIT: you will know you added it successfully, when you see it listed under your Overview area of your Self Serve account...which addon did you buy by mistake?

[Anonymous]

@Josette 

sign in to Self-Serve, to review your account, if you found at Available Funds: $$ has the amount left, leave it for next bill cycle the will take it from there automatically,

or re-purchase Add-ons,

or you need to Contact Customer Support Agent by CS_Agent ,and Explain your issue to 
them can solve your issue, they are nice service Team the will help you 100%.

Here’s How To Contact Customer Support Agent by Submit a Ticket,

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to Customer Support Agent by CS_Agent, Click Here link,to get started. Type,, Ticket ,, Click ,, Contact Us ,, Select your issue ,,
  Click here to submit a ticket↗↗.

• or you can send a private message to Customer Support Agent by Click Here link,

• please include in your message,
  
• phone number,
• Email address,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
• During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
  • Monday to Sunday: 6 AM to 10 PM EST
  • Note: Public Mobile No Support by phone call or Email.. only by CS_Agent, private message..
  
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck..