can't make long distance calls

[Jennifer56]

I can make and receive local calls but can't call the USA (am paying for a plan that should include calls to US and Mexico. It keeps telling me to check my number and call again.

[hTideGnow]

hi @Jennifer56 

look like you tried everything you can.  But wait 5 mins, reboot phone and test again

if nothing work, submit ticket with CS Agent as said above

and the workaround until the issue is fixed, download the VoIP app TextNow and you can use the app to make calls to US for free.

[Chalupa_Batman]

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@Jennifer56 wrote:

I tried with the plus in front and still won't make the call. After multiple efforts it is now telling me that I have used all my minutes. but on my plan it says I haven't used any.

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First, those 1000 minutes aren't for calling the US. Your plan itself has unlimited calling to the US and of course, while you're in the US. This is what I'm thinking. This of course is trial and error but I think this may solve the problem. If you go into your network settings and reset the network and then reboot. Then try to make the call again. This is a hunch that it just needs  reset since you changed plans. Do you know how? If not, what phone do you have?

[Jennifer56]

I tried with the plus in front and still won't make the call. After multiple efforts it is now telling me that I have used all my minutes. but on my plan it says I haven't used any.

[hTideGnow]

hi @Jennifer56 

yes, you have the correct plan.  

please try what I suggested above. 

if that didn't help, ask support to confirm.  Please 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 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 (during their business hours 9am-10pm ET),  please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage            

[Jennifer56]

It says Unlimited Canada US and mexico wide minutes

[Jennifer56]

It does show that I have 1000 Ld minutes available

[hTideGnow]

hi @Jennifer56 

did you try calling with the 1 in front of the area code 341?  or try calling with a + in front of 341, so +341 ### #####

and try calling other number in the area code 341 and try other US area code as well.  Sometimes the issue is just particular phone number

[Chalupa_Batman]

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@Jennifer56 wrote:

nope.  It starts with 341

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I do know that when I switched plans I had to reboot sometimes for it to take effect. If you log into the app and see what the plan says, does it say Canada US plan?

[Jennifer56]

nope.  It starts with 341

[Chalupa_Batman]

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@Jennifer56 wrote:

I can make and receive local calls but can't call the USA (am paying for a plan that should include calls to US and Mexico. It keeps telling me to check my number and call again

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Calls made to numbers starting with the following six digit combinations are not included in US calling from Canada and will not be completed when dialed: 712-432, 605-562, 641-552, 605-475, 605-477, 712-775, 559-726. Is it one of these by chance?