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Great Neighbour / Super Voisin

Re: Cannot make outgoing calls or receive calls

I tried the lost/stolen phone trick.  Still unable to place outgoing calls.


@geopublic wrote:

@roxanne-michael wrote:

I get the PM recording to pay my bill, cancel autopay, etc.  


@roxanne-michael   Good that means that the plan is active.

While you are waiting for moderator, you may try the lost/stolen phone trick:

To report your phone stolen. Login to your selfserve account. Choose Plans and Add-ons tab. Choose the Lost/Stolen Phone tab. Choose Suspend Service tab. Wait a few minutes. Report your phone found. Re-start you phone


 

Model Citizen / Citoyen Modèle

Re: Cannot make outgoing calls or receive calls


@HarveyW wrote:

I just purchased 200 mins. For $8.00 and am now able to make outgoing calls.  So...is this a ploy for us to purchase long distance when don't need it?  


Not sure if you have the old $15 plan with 100 mins/in and out, or the new one with ulimited incoming, but even with the new one if you've sent 100 minutes you have used up what's available for the plan.  The add-on minutes (at 4cents/min) are both inexpensive and reasonable to have as a back up to tide you over until renewal.

Model Citizen / Citoyen Modèle

Re: Cannot make outgoing calls or receive calls


@LaurenB wrote:

Harvey - I can empathize.  I messaged the moderators on May 11 - this is day 4.  Still no service whatsoever and no reply.  I messaged again today. 

I had a working phone from February to May, so my SIM was fully activated and it should not be a problem with my account.  I am on Autopay.  I topped up anyway in case it was a problem with my credit card - that was not the problem.  I did not exceed my minutes or texts, as I have unlimited calling and make relatively few calls.  Is there a way to tag a message to the moderators as "urgent", besides the subject heading?

 

I'll try the lost/stolen phone trick....


Tha is a long time to wait for a response, glad you've messaged them again.  BTW after doing the lost/stolen trick, do a reboot of the phone too which allows the account to reset.

Hopefully this will work.  Wishing you luck!

Good Citizen / Bon Citoyen

Re: Cannot make outgoing calls or receive calls

Hi there, just received from moderator however before we can proceed there's a verification process.  With that done who knows how long before they will get back to you.

I've done the lost/stolen and reboot ... it doesn't work for me.  To enable me to use the phone for outgoing calls, I had to purchase 200 mins of long distance and that did the trick.  But why do I have to do that in order to call out locally?

Model Citizen / Citoyen Modèle

Re: Cannot make outgoing calls or receive calls


@HarveyW wrote:

Hi there, just received from moderator however before we can proceed there's a verification process.  With that done who knows how long before they will get back to you.

I've done the lost/stolen and reboot ... it doesn't work for me.  To enable me to use the phone for outgoing calls, I had to purchase 200 mins of long distance and that did the trick.  But why do I have to do that in order to call out locally?


@HarveyW  After verification it doesn't take long. Smiley Happy

Tags (1)
Good Citizen / Bon Citoyen

Re: Cannot make outgoing calls or receive calls

My issue is finally resolved - had to re-provision the services on the account to push some network updates.  Carlos the moderator has been a great help!

Great Neighbour / Super Voisin

Re: Cannot make outgoing calls or receive calls

I tried the phone lost/stolen option and nothing changed.

 

How long before the Moderator replies?  

Good Citizen / Bon Citoyen

Re: Cannot make outgoing calls or receive calls

It seems that Moderator replies can take a couple hours or a couple days. It's just a waiting game I'm afraid.

Mayor / Maire

Re: Cannot make outgoing calls or receive calls


@roxanne-michael wrote:

I tried the phone lost/stolen option and nothing changed.

 

How long before the Moderator replies?  


It could take usually up to 2 days.Smiley Frustrated

Great Neighbour / Super Voisin

Re: Cannot make outgoing calls or receive calls

I feel your pain.  My situation is exactly the same.  Everything worked until it didn't.  I can text and receive texts but cannot call or receive calls because of the "long distance add-on" recording.  My package includes this but I still cannot receive or place calls.  The Moderator emailed me Wednesday of last week.  I replied the following day and this is Wednesday of a new week with no reply back.  I'm not sure Public Mobile is worth the cheaper bills when you have issues like this that can't be fixed in a timely manner.

 

@Moderator_Team