can't make a call out due to not having "talk"

[expiredyogurt]

So I recently migrated to PM and the amount of stress this causes me is kind of ridiculous. 

I have the $40/4.5GB plan which includes unlimited canada wide talk but when I called sony's 1300 number for an issue with my account, I got greeted by an automated voice saying that I do not have talk included in my plan and that I needed to get it from selfserve?

What is going on here? I logged into my account and clicked on my plan detail and it showed this so why am I not able to make a call out? 

• This plan includes: -
• - 4.5GB at 3G Speed
• - Unlimited Canada-wide Talk
• - Unlimited International Text

[computergeek541]

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@austinhuang wrote:

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@expiredyogurt wrote:

i made the call with my mac by copy and pasting it but it didnt went through. I ended up just chatting sony support for my issue. anyway, I think your answer makes the most sense so it's selected as the solutions.

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When dealing with 800s, don't dial 1. For instance, if it's 1 800 XXX XXXX, ONLY dial 800 XXX XXXX. Otherwise PM will treat it as US.

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Sorry, but this is completely false information.  These toll free calls will work with or without the 1.  If the call is not going through, there' s another issue at hand, but the 1 or not makes no difference.

[austinhuang]

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@mimmo wrote:

@austinhuang are you sure I never heard that.  I have always dialed 1800 , 1888 etc

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It's for non-Canada-wide plans. Just to prevent PM thinking it's long distance.

I read it off somewhere in the forum

[mimmo]

@austinhuang are you sure I never heard that.  I have always dialed 1800 , 1888 etc

[austinhuang]

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@expiredyogurt wrote:

i made the call with my mac by copy and pasting it but it didnt went through. I ended up just chatting sony support for my issue. anyway, I think your answer makes the most sense so it's selected as the solutions.

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When dealing with 800s, don't dial 1. For instance, if it's 1 800 XXX XXXX, ONLY dial 800 XXX XXXX. Otherwise PM will treat it as US.

[mimmo]

as an experiment i would just try dialing the sony number to see and report back.    the number i posted was actually a sony canada number, not sure if it was teh one you were dialing.  

[expiredyogurt]

i made the call with my mac by copy and pasting it but it didnt went through. I ended up just chatting sony support for my issue. anyway, I think your answer makes the most sense so it's selected as the solutions.

[mimmo · Accepted solution]

make sure you dialed the number correctly  i know from exoerience especially with 1800 numbers if you mis dial the number you get that kind of message  .  

I actually just tried and i  get the error if i miss a digit ie dial 1(877)899-766 instead of 1(877)899-7696

[will13am]

@expiredyogurt, there might be an account setup issue affecting the calling feature.  Do other plan features work?  In any event, I suggest reaching out to the moderator team for assistance.  The moderator team can be reached via private message using this link.  Please include in the private message account number and PIN code. Refer to the following knowledge base link for additional information on contacting the moderator team.