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Great Neighbour / Super Voisin

Please help me. It says I have minutes left but I can't make any calls

20191107_093158.png

 

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Great Citizen / Super Citoyen

Re: Please help me. It says I have minutes left but I can't make any calls

Do you get an error message or does it just fail and disconnects.

What is the status are you about to renew?

What phone are you using?

How is connection? Do you have any bars?

Did you try restarting the phone with the sim inside?

Can you borrow another phonethat works with Telus network  to  test your sim?

Finally also check the number, I missdialed couple of times and was trying to reach a number in USA

Mayor / Maire

Re: Please help me. It says I have minutes left but I can't make any calls

@Janice26 

It does look like that you have enough minutes.  More details would be helpful (see above post)

 

Is your account status active or suspended?  Does incoming calls work?  Text or data?

Great Neighbour / Super Voisin

Re: Please help me. It says I have minutes left but I can't make any calls

Thank you for replying. It is active. I can still text. 

Oracle

Re: Please help me. It says I have minutes left but I can't make any calls

Try calling your voicemail as a test. 

Great Neighbour / Super Voisin

Re: Please help me. It says I have minutes left but I can't make any calls

Screenshot_20191107-100225.png

 

Great Neighbour / Super Voisin

Re: Please help me. It says I have minutes left but I can't make any calls

I am able to call my voicemail.

Oracle

Re: Please help me. It says I have minutes left but I can't make any calls


@Janice26 wrote:

I am able to call my voicemail.


Calling feature is working.  The numbers you are calling are Canadian numbers?  Try including 1 in front of the 10 digit number.  If you continue to have problems with calling, you should contact the moderator team and have them reset the account.  It has been a while, but there used to be a bug that affected the provisioning of the calling feature in some accounts.  An account reset fixes the problem.  The moderator team can be reached via private message using smartforms which is initiated by clicking on the ? on the lower right corner of the webpage or try using this link. The guided process will facilitate documentation of the issue or concern and the required resolution which will be submitted to the moderator team. Refer to this announcement link for additional details on smartforms and the ticketing system for moderator team interactions. If use of smartform brings no joy, then use the following direct link to private message the moderator team. Refer to the following knowledge base article for additional information on the moderator team.

 

 

Mayor / Maire

Re: Please help me. It says I have minutes left but I can't make any calls

@Janice26 

As you wait for moderator help, if you have not tried already, reboot your phone.

 

 Maybe try your SIM card in another phone to rule out hardware issue.  

Mayor / Maire

Re: Please help me. It says I have minutes left but I can't make any calls

@Janice26  Did you make changes to your device recently?