cancel
Showing results for 
Search instead for 
Did you mean: 
Reply
Highlighted
Good Citizen / Bon Citoyen

International Long Distance Add-On

Hi everyone,

 

I have just added a $15 add-on to place an international phone call from Canada to Australia. I can see it on my account although I am still unable to make the phone call via my mobile. Can anyone help me understand why? Is it possibly only a delay from the time it has been applied?

 

I truly appreciate your time! 🙂

 

-R


Accepted Solutions
Highlighted
Mayor / Maire

Re: International Long Distance Add-On

@roxanneSC2020 

 

Have you tried dialing another number in Australia? 

 

If you are continuing to have problems with this add on contact a moderator.

 

Here’s how to contact the Moderator Team (Public Mobile representative) for assistance:

  • Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click here to get started.

  • Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

View solution in original post


All Replies
Highlighted
Mayor / Maire

Re: International Long Distance Add-On

@roxanneSC2020 reboot your phone and ensure you are dialing the proper calling out code that starts with 011 then country code. Let us know.

Highlighted
Good Citizen / Bon Citoyen

Re: International Long Distance Add-On

Thanks, @Jb456 ! I have rebooted and the automated voice message informs me that "talk is not included on my mobile plan".

Highlighted
Mayor / Maire

Re: International Long Distance Add-On

@roxanneSC2020 

 

Can you clarify "I can see it on my account". Are you saying you see the $15 in Available Funds or do you see the actual add on in your plan?

Highlighted
Good Citizen / Bon Citoyen

Re: International Long Distance Add-On

@JoyLuck

 

I have first added the funds onto my account and then bought the add on with them.

 

I see it on the main page of "My Account" located under the "Add-Ons" section below "My Current Plan". I see it has been purchased and added as there is 0 of 300 minutes used.

 

Thanks for replying!

Highlighted
Mayor / Maire

Re: International Long Distance Add-On

@roxanneSC2020 

 

Have you tried dialing another number in Australia? 

 

If you are continuing to have problems with this add on contact a moderator.

 

Here’s how to contact the Moderator Team (Public Mobile representative) for assistance:

  • Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click here to get started.

  • Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

View solution in original post

Highlighted
Mayor / Maire

Re: International Long Distance Add-On

@roxanneSC2020 are you on the limited $15 plan? can you check your self serve account, you may have used all your plan minutes. this would also prevent you from calling international

Highlighted
Mayor / Maire

Re: International Long Distance Add-On

@roxanneSC2020  I just tried this grocery store in Melbourne Australia. I was able to make the call.

 

Screenshot_20201014_174118.jpg

When googling for a number to try and call I noticed some numbers have different country codes and stuff. Seen something with a 02 then another 62.

 

Are you certain you have the codes correct to make your call?.

 

Can you try the number in my screenshot?. I can confirm that one works for me.

 

Highlighted
Good Citizen / Bon Citoyen

Re: International Long Distance Add-On

@JoyLuck ,

 

I have been able to dial out an alternative international number (a friend's). I guess it must be that one number. I do find that weird because though as it's the Australian Taxation Office help desk which is governmental....

 

Anyway, I will move on to your next suggestion and reach out to a moderator ..

 

Gracias !

Highlighted
Good Citizen / Bon Citoyen

Re: International Long Distance Add-On

@Jb456 

 

Yes, I have just reached the provided number.

 

The ATO is whom I am trying to reach and I found this email on their official website. Can I ask you to try it and see what your outcome would be? The number is +61 1300 1MYGOV (1300 169 468).

Need Help? Let's chat.