Why Did I Get 'No Long Distance Minutes' When I Still Have 1000?

[MadSkillz]

Can someone explain why, when I call the US, I get a text saying I’m out of long‑distance minutes, even though my account clearly shows that I still have 1000 minutes left?

Thank you

[hTideGnow]

hi @MadSkillz 

do you see the 1000 Min on your My Account?  Does it shows US calling?  click Usage Breakdown on My Account's front page, check if it is there

if it is there, try calling with a 1 in front of the 10 digits

if same, ask PM agent to check, submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
             (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")         
If any issue with ticket submission, you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage            

[MadSkillz]

Hi,

I redeemed points for 1000 US minutes.

When I look in my subscription usage I see 

Reward 1000 US LD min

0/1000Mins

Yet, when I call the US, I get a text from Public Mobile saying "You have no more minutes left on your Long Distance Add-on. Get another Add-on by dialing *611.

I just don't want to be charged for US calls since I have 1000 minutes.

[computergeek541]

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@MadSkillz wrote:

Can someone explain why, when I call the US, I get a text saying I’m out of long‑distance minutes, even though my account clearly shows that I still have 1000 minutes left?

Thank you

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@MadSkillz wrote:

Can someone explain why, when I call the US, I get a text saying I’m out of long‑distance minutes, even though my account clearly shows that I still have 1000 minutes left?

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Which plan do you have?  And do you have a long distance add-on?  Some plans and add-ons include some long distance minutes that don't include calls to the United States of America.