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Good Citizen / Bon Citoyen

USA Calling Add On Not Working

Hi, I purchased a 200 US from Canada minutes add on to my plan earlier in the week. On the same day I called the US no problem, spent maybe 15 minutes on the phone. Tried calling another US number today and I keep getting told I have no US calling plan. I check my account and it doesn't show under my add ons, even though it shows under my balance due the extra $8 on top of my usual bill. What's going on? 


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Mayor / Maire

Re: USA Calling Add On Not Working


@PL29 wrote:

It does say $8 available. So I'd do the add on and the balance owing wouldn't increase? 

 

I did use Hangout Dialer to troubleshoot too.


It sounds like all is well. Smiley Happy

 

You can use that $8 credit to buy your Add-On
Or keep it there and it will be applied towards your next plan renewal.

View solution in original post


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Mayor / Maire

Re: USA Calling Add On Not Working


@PL29 wrote:

Hi, I purchased a 200 US from Canada minutes add on to my plan earlier in the week. On the same day I called the US no problem, spent maybe 15 minutes on the phone. Tried calling another US number today and I keep getting told I have no US calling plan. I check my account and it doesn't show under my add ons, even though it shows under my balance due the extra $8 on top of my usual bill. What's going on? 


Hi, it looks like you have used up all your Calling Add-On minutes.

 

The 200 minutes Calling Add-On is good for calls to US and Canada.
If you made other calls and do not have local calling minutes, those minutes will be used.

 

You can check detailed usage via online account to confirm.

Highlighted
Mayor / Maire

Re: USA Calling Add On Not Working


@PL29 wrote:

Hi, I purchased a 200 US from Canada minutes add on to my plan earlier in the week. On the same day I called the US no problem, spent maybe 15 minutes on the phone. Tried calling another US number today and I keep getting told I have no US calling plan. I check my account and it doesn't show under my add ons, even though it shows under my balance due the extra $8 on top of my usual bill. What's going on? 


@PL29 Are you on a limited calling plan. Is it possible that you ran out of minutes from you plan and was using the minutes from the addon without realising it? From what you describe it appears that you have used up all the minutes from you addon.

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Good Citizen / Bon Citoyen

Re: USA Calling Add On Not Working

That makes no sense. I have unlimited Canada wide calling and 15 minutes is a generous estimate of my first and only successful US call. I'd see what my call history says but the website refuses to work properly. 

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Mayor / Maire

Re: USA Calling Add On Not Working

@PL29Check your selfserve after hours. I would recommend cut and paste the details into a spreadsheet then you can manipulate the information much easier.

Highlighted
Mayor / Maire

Re: USA Calling Add On Not Working


@PL29 wrote:

That makes no sense. I have unlimited Canada wide calling and 15 minutes is a generous estimate of my first and only successful US call. I'd see what my call history says but the website refuses to work properly. 


Try clearing browser cache and using incognito mode. You may notice a difference.

 

Let us know your findings. Thanks

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Mayor / Maire

Re: USA Calling Add On Not Working


@PL29 wrote:

That makes no sense. I have unlimited Canada wide calling and 15 minutes is a generous estimate of my first and only successful US call. I'd see what my call history says but the website refuses to work properly. 


@PL29 Best to check your usage history logs. In the meantime, if you need to call in the US you can use Hangouts Dialer it's free and works well.

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Good Citizen / Bon Citoyen

Re: USA Calling Add On Not Working

Will do when I'm home in half an hour

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Good Citizen / Bon Citoyen

Re: USA Calling Add On Not Working

My logs doesn't show the call I made to the US for some bizarre reason. Only the calls I've made and received in BC. You can see the payment as well.pm1.pngpm2.png

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Mayor / Maire

Re: USA Calling Add On Not Working

@PL29Sounds like you need to get in touch with the moderators (link).

 

Let us know when it got fixed.