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When I go to make a call out it says ‘this phone is out of minutes’ i have an unlimited plan!! Help?

kathleenfionaa
Great Neighbour / Super Voisin

When I go to phone out it tells me this phone has run out of minutes and I cant make a call out but I have a plan with unlimited minutes. I have restarted my phone, airplane mode, put the sim in and out. Text and data is working just not call.

6 REPLIES 6

Dunkman
Oracle
Oracle

@kathleenfionaa 

Not sure if your problem is solved.

Maybe trying adding 1 or +1 in front of your calling number.  

A couple of customers have had similar issues and by adding the above numbers, calling works. 

@kathleenfionaa 

Submit a ticket for CSA help. 

https://www.publicmobile.ca/en/on/chatbot 

Follow the prompts to submit ticket.  

 

If having troubles submitting a ticket, you can directly private message CSA (supposedly takes longer to respond)

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

 

Check your private inbox for response.  It usually takes 1-2 hours for response.  

kathleenfionaa
Great Neighbour / Super Voisin

Just renewed at 2am.

I turned my phone off longer than 5 minutes ive been trying to figure this out the last 2 hours I am getting mad ready to switch phone provider. How do I contact customer service?

kathleenfionaa
Great Neighbour / Super Voisin

Tried all of this none of it worked.

Dunkman
Oracle
Oracle

@kathleenfionaa 

Did your plan recently renew? 

You could try the SIM card in another working phone. To see whether same issue. 

`There was a system issue a couple of weeks ago with similar situations like yourself.  It was resolved.  

https://productioncommunity.publicmobile.ca/t5/Announcements/Resolved-Service-Impacts/td-p/955119

The suggested fix was to turn off phone for 5 mints and then turn back on.

If that did not work, contact customer service agent.

 

Might be related to the roll out of VoLTE service.  

HALIMACS
Mayor / Maire

@kathleenfionaa 

 

just dial 1 before the full 10 digit number and wait for the messaging to play out and see if the call eventually just connects.

 

Sometimes it will even after that messaging.

 

 Adding:  also, try rebooting the device, resetting network connections, and toggling airplane mode on and off.   Some others have found that removing the SIM card and reinserting it also reestablishes a connection to the network.

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