no minutes on unlimited provincial plan

[ThomasCat]

Our plan has unlimited provincial calling, however, every time we try to make a call, we are cut off with a voice message alerting us that we have no minutes and must buy an add-on. At $150 for 3 months, this is unacceptable. We cannot reach anybody by calling the suggested *611. And yes, we rebooted the phone, it's not a new plan, and we turned off and on the airplane mode. Does anyone know how to reach a customer service representative?

[darlicious]

@ThomasCat 

Did you not ask customer support to add the $5/500min add on to your account so you could make calls? You can add it yourself and ask for a credit for the cost. You are not the only customer with this issue....for some reason that same glitch from a few years back has reoccurred. While it is taking sometime to fix it yet again I don't understand why you haven't bothered with the workaround?

[ThomasCat]

Thank you, @darlicious. We did manage to contact customer support. The issue was not resolved and almost one week later we are still without a usable phone, which we need and are paying for. So, it's time to move on. Thanks for your suggestions, though, and be well.

[darlicious]

@ThomasCat 

Indeed....it's not always clear how to contact customer support and SIMon isn't always co-operative. You can use the link supplied by @gpixel but for more info and the method I use to contact customer support contained in the spoiler you can read this post as well.

https://productioncommunity.publicmobile.ca/t5/Get-Support/Get-Support-Contact-Customer-Support/m-p/...

[gpixel · Accepted solution]

@ThomasCat 

since you're already on your 2nd month just schedule a plan change for your next renewal date.

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

*customer support doesn't always respond promptly. please be patient and check your inbox every few hours to see if there is a response

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[ThomasCat]

Hello. Thank you for your response. The plan is in its second month of a 90 day auto-renewal plan. I don't know how to connect to customer service. The chat feature is really only FAQ and when I tried to submit a 'ticket' I was guided here to the community. Sigh.

[darlicious]

@ThomasCat 

Seriously consider scheduling a change plan on next renewal to the $40/15gb plan you will not lose (ok you will lose your 90 day plan for a 30 day plan) with this plan only gain 11gb of 4G LTE data per 30 days and Canada wide calling.

But your current problem is the second time in the last day that I've heard this issue with your plan and it makes me think of when this problem occurred in early 2020 I believe and in 2019 if I am recalling the dates correctly. The quick fix at the time was adding the $5/500min add on that pm then credited back to the customer. In a pinch you can add it and then contact customer support for a credit but it would be best to contact them first and have them open a tech team ticket and give you the reference #. Then suggest they give you the $5/500min add on for free while they work to fix the problem as local calling is a vital part of your service. We will have to see if this is an isolated glitch to couple of accounts or if starts to get reported with more frequency. Here is the thread of the original glitch for reference....

https://productioncommunity.publicmobile.ca/t5/Announcements/RESOLVED-Select-customers-on-Province-w...

You could also try putting your Sim card in another phone and attempt a call and see if it works. Then put it back in your phone, reboot and try to make a call as it could be a Sim provisioning issue as well. Did the problem occur right after renewal?

[gpixel]

@ThomasCat 

there is a new $40/15gb plan. I suggest switching to it. if your 90 day plan just started I would ask customer support if they can do something for you.

[ThomasCat]

Thank you for your responses. Yes, we are trying to call locally (same area code), we tried adding *1* before the number, and we are not located near any provincial or national borders. It's strange because we have had this plan a few years now and no issues. Now, when we really need to make calls, we cannot. Looking into other plans because we need something dependable.

Thank you for your suggestions. Much appreciated.

[hairbag1]

$150 for 90 days...and no inter-provincial calling ? Maybe time to look at newer / cheaper / better plan options, no ?

Also available to you is $5 / 500 minutes add-on to call most anywhere in Canada from Canada. Unused minutes stay on your account until you use'em up...even if that takes several month or longer.

[Meow]

Did you try adding '1' in front of area code?

Does area code really belongs to your province?

Did you consider switching plan to any of current plans which are all Canada wide?

What is the benefit of staying on that old plan vs. any of current plans?

[LurganIeUk]

Is there not a better $50 plan, now, that offers Canada Wide calling?

[dust2dust]

Are you calling an area code that belongs in the province you're in? It's not about proximity. It's about area code.