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Good Citizen / Bon Citoyen

Can't call local numbers - "No Long distance add-on message"

Starting yesterday I can't make any calls on one of the three lines that I own. 

This is my plan:

100 Minutes Canada-Wide Talk + Unlimited Incoming Minutes

 

Any number I try to call, local or otherwise, gets an error message saying that I don't have a long distance addon. Looking at the usage log for the past 30 days, there were 32 minutes outgoing calls and 72 minutes incoming. It seems that it's erroneously grouping together outgoing and incoming, despite having "unlimited incoming" in my plan.

What do I do now?

Highlighted
Mayor / Maire

Re: Can't call local numbers - "No Long distance add-on message"


@ShacharWeis wrote:

Starting yesterday I can't make any calls on one of the three lines that I own. 

This is my plan:

100 Minutes Canada-Wide Talk + Unlimited Incoming Minutes

 

Any number I try to call, local or otherwise, gets an error message saying that I don't have a long distance addon. Looking at the usage log for the past 30 days, there were 32 minutes outgoing calls and 72 minutes incoming. It seems that it's erroneously grouping together outgoing and incoming, despite having "unlimited incoming" in my plan.

What do I do now?


You need to sign into your account and on the overview page, halfway down under 'my add-ons' if the 100 mins line is missing then you have fully consumed your plan minutes and that may be the reason why you cannot make any further calls.  You can add the $5/500 Canada wide mins to your plan, these mins will only be consumed when you've used up your plan mins and any remaining minutes will roll over every month until fully consumed.

 

Also if you have been checking voicemail, that will also consume your plan minuttes.

Highlighted
Mayor / Maire

Re: Can't call local numbers - "No Long distance add-on message"


@ShacharWeis wrote:

Starting yesterday I can't make any calls on one of the three lines that I own. 

This is my plan:

100 Minutes Canada-Wide Talk + Unlimited Incoming Minutes

 

Any number I try to call, local or otherwise, gets an error message saying that I don't have a long distance addon. Looking at the usage log for the past 30 days, there were 32 minutes outgoing calls and 72 minutes incoming. It seems that it's erroneously grouping together outgoing and incoming, despite having "unlimited incoming" in my plan.

What do I do now?


@ShacharWeis  When you access your selfserve on the first page does it show your minutes counter? If not, that means you have used up your outgoing minute allotment. Best to purchase the 500 minute add-on for $5.00.

 

The minute counter is very accurate but if you think that there was an error then submit a ticke to PM.

 

To submit a ticket to the Moderator Team, please start a conversation with the Public's virtual assistant, SIMon by clicking the icon below:

 

s.JPG

 

If you are still having problems contacting Public Mobile then click here. The link  sends you to the private message function and adds the moderator team as recipient for a private message. You just have to enter a title and text in the body of the message describing the problem and post. The message will be received by the moderator team and they will respond to it. You will receive the response in your private message inbox.

Please note that account verification may be required when contacting the Moderator Team 

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Mayor / Maire

Re: Can't call local numbers - "No Long distance add-on message"


@dabr wrote:

@ShacharWeis wrote:

Starting yesterday I can't make any calls on one of the three lines that I own. 

This is my plan:

100 Minutes Canada-Wide Talk + Unlimited Incoming Minutes

 

Any number I try to call, local or otherwise, gets an error message saying that I don't have a long distance addon. Looking at the usage log for the past 30 days, there were 32 minutes outgoing calls and 72 minutes incoming. It seems that it's erroneously grouping together outgoing and incoming, despite having "unlimited incoming" in my plan.

What do I do now?


You need to sign into your account and on the overview page, halfway down under 'my add-ons' if the 100 mins line is missing then you have fully consumed your plan minutes and that may be the reason why you cannot make any further calls.  You can add the $5/500 Canada wide mins to your plan, these mins will only be consumed when you've used up your plan mins and any remaining minutes will roll over every month until fully consumed.

 

Also if you have been checking voicemail, that will also consume your plan minuttes.


But @dabr , the OP DID say the part in bold above, so how could the 100 mins. outgoing calls have been consumed if the usage log shows only 32 minutes usage? Only way I see it, is if, as you said, the OP didn't realize voicemail checking counts as outgoing minutes.....

Highlighted
Mayor / Maire

Re: Can't call local numbers - "No Long distance add-on message"

@ShacharWeis   Another thing to keep in mind is that your minutes are all round up to the nearest mins, so a call lasting one minute and 10 seconds would use up 2 mins of your 100 plan mins. 

 

@CannonFodder  users sometimes mistake the number of mins they've used, so we don't know for sure until we get a more detailed usage report.  

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Mayor / Maire

Re: Can't call local numbers - "No Long distance add-on message"

Is that the phone usage log or selfserve usage log?

Was the sim used in another phone?

When did you get the plan?

I can't see the whole line is it 100 Canada talk+ unlimited text?

That is an old plan that doesn't include unlimited incoming. You must switch to the new 15 plan manually.

In a meantime you can either but add-on for talk, or you can use fongo/TextNow. If you would prefer to switch to 15 plan immediately, you have that option too, but you will lose the service that though paid for by the end of the cycle

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Mayor / Maire

Re: Can't call local numbers - "No Long distance add-on message"


@kselmak wrote:

Is that the phone usage log or selfserve usage log?

Was the sim used in another phone?

When did you get the plan?

I can't see the whole line is it 100 Canada talk+ unlimited text?

That is an old plan that doesn't include unlimited incoming. You must switch to the new 15 plan manually.


@kselmak   I see 100 outgoing mins + unlimited incoming, sounds like OP has the newer version of the $15 plan.

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Good Citizen / Bon Citoyen

Re: Can't call local numbers - "No Long distance add-on message"

Yes, it seems my minutes are all gone.

This is an error, the usage log is very clear. There were exactly two calls in the past 30 days. Outgoing call for 32 minutes and incoming for 72 minutes. 

Incoming should be unlimited, so this is an error. 

 

I went through the virtual assistant until I got to the option of opening a ticket, and the link gave me a 404 error. 

 

Highlighted
Mayor / Maire

Re: Can't call local numbers - "No Long distance add-on message"


@ShacharWeis wrote:

Yes, it seems my minutes are all gone.

This is an error, the usage log is very clear. There were exactly two calls in the past 30 days. Outgoing call for 32 minutes and incoming for 72 minutes. 

Incoming should be unlimited, so this is an error. 

 

I went through the virtual assistant until I got to the option of opening a ticket, and the link gave me a 404 error. 

 


You can also send moderators a private message via the envelope icon top right of the screen next to your avatar. Address the message to Moderator_Team.

 

It is suggested the response time to hear back this way can be a little longer than submitting a ticket via the chatbot.

Highlighted
Mayor / Maire

Re: Can't call local numbers - "No Long distance add-on message"


@ShacharWeis wrote:

Starting yesterday I can't make any calls on one of the three lines that I own. 

This is my plan:

100 Minutes Canada-Wide Talk + Unlimited Incoming Minutes

 

Any number I try to call, local or otherwise, gets an error message saying that I don't have a long distance addon. Looking at the usage log for the past 30 days, there were 32 minutes outgoing calls and 72 minutes incoming. It seems that it's erroneously grouping together outgoing and incoming, despite having "unlimited incoming" in my plan.

What do I do now?


@dabr 

Thanks for pointing that out

I can't scroll unless I quote it.

@ShacharWeis forget about that old planned mentioned.

If the sim card was only in that phone and especially if your selfserve history says same/similar, then the counter must be wrong

Then you will need to contact moderators by clicking on the little question mark

 

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